Senior Priority Relationship Manager Standard Chartered Bank - Uganda

The Relationship Manager is primarily responsible for 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.
- The Relationship Manager is responsible to drive profitable revenue and volume growth from their 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, 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 without further escalation.
Effectively convert service recovery to sales opportunities and sustained client loyalty.
RM will be dedicated for key markets or customers from specific corridors, with respective country connection, internal networking, language skills, community and compliance familiarity
Where needed and appropriate, RM will conduct cross border travel for client relationship building in accordance to Cross Border Policy and respective country guidelines

Customer / Business Acquisition

Drive portfolio growth through new to bank (NTB) customer acquisition and increased product per customer (PPC) ratio for existing to bank clients (ETB).
Based on client profile, map client potential and work towards up streaming to Private Banking segment.

Customer engagement, needs analysis and 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 retirement planning, estate planning, asset allocation, 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.
Effective reject management.
Report any suspicious transaction immediately to the supervising officer of Fraud Control
Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating

Qualifications & Skills

Minimum of 3 years sales experience

Required:
Customer Relationship Management (Advanced)
Data Conversion & Reporting (Core)
Credit Risk Analysis (Core)
Legal & Regulatory Knowledge (Core)
Market / Competitor Knowledge (Core)
Product knowledge (Core)
Risk Management (Core)
Needs profiling & analysis (Core)
Negotiation & Objection Handling (Core)
Needs Based / Consultative Sales Skills (Core)

Excellence in Role:
Customer Relationship Management (Expert)
Market / Competitor Knowledge (Advanced)
Product knowledge (Advanced)
Needs profiling & analysis (Advanced)
Negotiation & Objection Handling (Advanced)
Needs Based / Consultative Sales Skills (Advanced)

Additional Job specific skill or knowledge area;
Social / Networking skills
Phone based conversation skills

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.