Relationship Manager

  • Kota Bandung
  • Standard Chartered Bank
RESPONSIBILITIES Strategy Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters.Gather competitive intelligence to determine what competitors are offering clients, product positioning and service offeringsContinuously track market trends and ensure up to date knowledge of market offerings to be able to provide advice on potential financial planning solutions based on client needs. Carry out suitability assessment of clients Identify & partner with product specialists to provide expert advice across a wide range of financial matters such as retirement planning, estate planning, asset allocation, forex rates etc. Business Manage and anticipate client requirements with a focus towards managing the existing base as well as increase cross product holding per client.Build, understand and sustain relationships with the client’s circle of influence ( a parent, mentor, advisor or other family member)Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance. Serve as a problem-solver for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision. Provide ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment.Retain existing high value clients by growth of wallet with the bank through relationship management activities. Resolve client queries.Effectively convert service recovery to sales opportunities and sustained client loyalty. Processes Drive portfolio growth through existing to bank (ETB) and increased product per customer (PPC) ratio.Based on client profile, map client potential and work towards up streaming to Priority Banking segment. Risk Management Read, understand and comply with all provisions of the Group Code of Conduct.Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.Ensure zero operational loss and effective complaint management.Effective reject management for suspicious transactionReport any suspicious transaction immediately to the supervising officer of Fraud Control Ensure strict compliance and responsible for achieving and maintaining satisfactory audit ratingEnsure Right sales process' to ensure Treating Customer Fairly (TCF) is implementing consistently to avoid mis-selling case Governance Ensure KYC compliance for all new to bank and existing customersAwareness of all the policies and procedures issued in relation to money laundering preventionComply with all applicable Anti Money Laundering & Terrorist Financing (AML/TF) proceduresEnsure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staffEnsure that effective arrangement are in place to comply with AML/TF requirements (CDD, Transactions Monitoring and Sanctions) as stipulated by Group & Local Regulator Perform CDD Periodic Review & Customer Data Updating Make prompt reporting of Suspicious Activity Report (SAR) to UKK Holder (Branch Manager) and to CMLCO at Head Office Ensure to join available AML/TF training (or e-training)Responsible for proper control of keys/ combination setting & password for safekeeping cash and valuable documents (if applicable)Ensure implementation of Clean Desk PolicyEnsure kept no pre-signed blank form and customer copy ID Ensure customer data are kept properly in secured area Regulatory & Business Conduct Display exemplary conduct and live by the Group’s 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.Lead to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff Key Stakeholders Wealth Management Priority Banking Segment Personal Banking Segment Business Banking SegmentBrand & MarketingBranch Operations HR & Learning Academy Legal and ComplianceCEPGSBIMCustomers Other Responsibilities Ensure that all workplace for which they have responsibility are safe and do not present a risk to the environment Our Ideal CandidateMust possess license as below: AAJIWAPERDWPPE Role Specific Technical Competencies Account ManagementAddressing Customer NeedsCustomer Experience ManagementPortfolio Management for Retail Bank