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

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