Relationship Manager, Priority Banking at Standard Chartered Bank Kenya

Job Summary

• The role holder will be responsible for establishing and maintaining strong client relationships which will translate into revenue and growth for the bank.

The growth metrics measured include:

• Portfolio growth
• Growth in products per client
• Increase in revenue per client
• Growth in number of clients
• Revenue growth
• Cost Management
• Service Excellence
• Operational Excellence and Compliance

Key Responsibilities

Engaging and deepening activities

• Methodically engage
• Have complete knowledge of the clients in terms of the profile & assets
• Create analytics-backed conversation
• Engage clients through the digital channels (calls, virtual meetings, webinars, email)

Needs/Anchor Products

• Individual banking products (Personal Loans, Current and Savings Accounts; Wealth Products
• Meet & deep sell
• Develop a comprehensive Account Plan for at least 20% of client base
• Meet virtually to meet advisory needs (once a quarter)
• Connect client with specialists
• Set up products Conduct/connect for periodic CDD reviews
• Conduct fulfillment & activate
• Services
• Refer most servicing activities to Client Service Manager

Acquiring on referrals

• Connect & prepare
• Connect & start up referred leads (including Business Client owners, CC and CIC C-level executives with more advanced needs)
• Explain proposition & requirements in full

Meet, deep sell & train (in person)

• Meet, listen and determine further needs
• Set up anchor products & initiate cross-sell
• Conduct/connect for CDD
• Educate and conduct initial set up for online, ATMs, Client Centre

Strategy

• Acquire new to bank clients
• Grow clients to be Assets Under Management Qualified ( 4M KES and above)
• Refer International banking clients
• Increase Wealth Penetration per customer
• Grow both deposits and Assets
• Ensure exemplary client experience

Processes

• Ensure each product solution follows the rightful channel for processing.
• Ensure Turn Around Time standards are followed.

Risk Management

• Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them•
• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures
• Remain at alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to: “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to Customers”.

Governance

• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

Regulatory & Business Conduct

• Display exemplary conduct and live by the groups values and code of conduct
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Product Specialists
• Client Service Manager, Affluent
• CDD team
• Branch Manager
• Product Managers

Skills & Experience

• Multi Product Knowledge
• Market and Competition Knowledge
• Soft Skills tailored to engage Affluent Clients
• Communication and Presentation Skills
• Negotiation and Objection Handling
• Problem Solving Skills

Qualifications

• CISI Level 1
• Bancassurance Certification