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Tuesday, July 9, 2013

Relationship Manager ,Standard Chartered Bank - Uganda

by Juma Mzuri  |  in Standard Chartered Bank at  8:20:00 AM

Job Description

-Servicing and managing customer relationships under the Priority Banking program, by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite.
-Driving profitable revenue and volume growth from the portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.

Key Roles & Responsibilities

Relationship management
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 (e.g. 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, recognize 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 without further escalation.
Effectively convert service recovery to sales opportunities and sustained client loyalty.
Customer / Business acquisition
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 consolidating and growing share of wallet.
Drive portfolio growth through acquisition of New to Bank (NTB) segment qualifying customer relationships.

Customer Needs Analysis & Consultation
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 offerings.
Continuously 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 saving, asset acquisition, retirement planning, estate planning, forex rates etc.

Risk management & control
Ensure meeting clients requirements while ensuring compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
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.
Awareness of all the policies and procedures issued in relation to money laundering prevention.
Ensure KYC compliance for all new to bank and existing customers.
Ensure zero operational loss and effective complaint management.
Report any suspicious transaction immediately to the relevant unit and supervisor.
a)Ensure strict compliance and responsible for achieving and maintaining satisfactory audit grade

•Ensure compliance with:

b)“Guidelines and procedures on “Customer Due Diligence “for account opening and on cross-border account opening referral” issued by group business and operations risk.
c)Controls and procedures on “Customer Due Diligence” introduced to addressed money laundering

prevention and compliance risk.
d)Guidelines for the submission of suspicious transaction reports issued by head of legal & compliance/country money laundering prevention officer.
Ensure accounts identified as pending LAO and FIFI are rectified immediately.
Ensure the accounts opened are 100 CDD compliant .

Qualifications & Skills

3 – 5 years experience in relevant relationship management experience or related relevant experience
Candidate is expected to possess extensive customer contacts that qualifies for the Priority Banking

Certified Financial Planner (CFP) would be useful
Superior knowledge of products and financial markets.
Possess diverse investment and market views to offer a concise and consolidated view of events so as to give the appropriate recommendation and guidance to clients.
Make effective business decisions independently, based on sound financial and business principles.
Competent in collaborating with product specialists to recommend product suite offerings for clients.
Effective understanding of client requirements and manage it without escalation.
Strong interpersonal and communication skills with ability to deal with people of all levels
A team player with good initiatives & assertiveness
•A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements

Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

Company Description

Standard Chartered PLC is a leading international bank, listed on the London, Hong Kong and Mumbai stock exchanges. It has operated for over 150 years in some of the world's most dynamic markets and earns more than 90 per cent of its income and profits in Asia, Africa and the Middle East. This geographic focus and commitment to developing deep relationships with clients and customers has driven the Bank's growth in recent years.

With 1,700 offices in 70 markets, Standard Chartered offers exciting and challenging international career opportunities for around 85,000 staff. It is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. The Bank's heritage and values are expressed in its brand promise, Here for good.

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