Sr. Relationship Manager - Affluent Relations (Bangalore East)

Key Responsibilities Relationship Management - Build and deepen relationships with existing Priority Customers to achieve increase in share of wallet and revenues. - Provide professional customer service to achieve a high percentage of customer satisfaction and retention. - Manage the portfolio to de-risk against attrition and achieve stability of book. - Have complete knowledge of the customer base in terms of the profile, demographics & psychographics and assets in the Bank and in other places. - Serve as the one-point contact to the High Net Worth customers of the Bank Sales - Generate current business to achieve defined targets in terms of no. of customers, volumes and revenue for the segment - Achieve the Targets set in terms of product mix - Induction of all new customers brought in by the Branches & Direct Sales team. - Achieve best in class productivity in order to maximize the efficacy of the sales process. - Achieve the budgeted cross sell targets. - Aggressive Sales call plans to acquire large prospective customers through referrals. - Ensure coverage of customer base in accordance with the approved contact plans. - Coordinate customer events for the cluster along with the product team Sales MIS - Update & maintain all Sales MIS (Calls, Prospects, Attritions, Business done, etc.) - Maintain and update customer information on WMS Service - NPS & Customer management - Ensure that NPS is at least in second quartile as compared to peers - Use the online CMP system diligently and achieve > 75% of their require customer contact each month Risk Management & Compliance - Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC. - Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer. - Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same - Read, understand and comply with all provisions of the Group Code of Conduct. Business - Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured) - Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts - Ensure high level of customer service in the Branch. Manage difficult customer situations Processes - Ensure satisfactory ratings in all internal/external audits. - compliance to all process notes and circulars issued from time to time. - Highlight process gaps / improvements if any - Understand the Banks mis-selling & sales policies as well as policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. Comply with the same, including highlighting any suspicious transactions as per guidelines. - Complete all requisite trainings on time - Contribute to the digital agenda with maximum focus on digital closure and deepening - Contribute to the migration of clients to the digital platform People & Talent - Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service, while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets Risk Management - Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of - Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer Governance - Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service 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 - Branch Banking Retain department Skills And Experience - Good Interpersonal Skills - Customer and Service Orientation - Banking knowledge - Management Information Skills - Competitive awareness & benchmarking - Excellent communication, interpersonal & relationship building skills Qualifications Education - Graduate/ Post Graduate - Customer Orientation, Sales focused and highly target oriented, Able to pick up .