Senior Relationship Manager (Muthaiga)

Job Summary

As a Standard Chartered Relationship Manager, you will manage and develop relationships with high-profile clients to drive business growth and meet the bank’s strategic objectives. You will deliver exceptional customer service by providing tailored financial solutions while managing operational risk and regulatory requirements.

Key Responsibilities

Client Relationship Management

• Engage and deepen client relationships: Develop a comprehensive understanding of high-net-worth client profiles, including their assets, financial goals, and preferences, to tailor interactions effectively.
• Utilize data-driven insights: Leverage analytics to identify and execute timely, relevant conversations that enhance client value and satisfaction.
• Conduct client meetings: Hold regular quarterly in-person meetings to address advisory needs and strengthen relationships.
• Connect clients with specialists: Seamlessly refer clients to specialist teams to meet complex or specific financial needs.
• Facilitate account management: Support product setup, complete periodic Customer Due Diligence (CDD) reviews, and ensure efficient fulfilment and activation of banking services.

Sales and Growth

• Drive portfolio growth: Meet key metrics including portfolio growth, growth in products per client, revenue per client, and total number of clients.
• Increase revenue: Focus on revenue growth, cost management, and service excellence.
• Acquire via referrals: Engage referred prospects through remote introductions, building trust and understanding their financial aspirations.
• Follow up with executives: Initiate contact with high-net-worth clients and C-level executives, clarifying services and onboarding requirements.

Client Servicing and Support

• Delegate routine tasks: Assign standard servicing requests to Client Service Officers or Managers, allowing focus on high-value advisory activities.
• Provide timely support: Address client queries promptly to ensure an exceptional client experience.
• Educate on digital platforms: Train clients on online banking, ATMs, and Client Centres to empower self-service capabilities.

Compliance and Operational Excellence

• Regulatory conduct: Display exemplary conduct, live the Group’s values and code of conduct, and take personal responsibility for embedding the highest standards of ethics.
• Risk management: Effectively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.
• Anti-Money Laundering (AML) and CDD: Take all reasonable steps to verify and identify customers, retain adequate records, make prompt reports of suspicious activity, and complete required training.

Skills and Experience

• Comprehensive multi-product knowledge: In-depth understanding of banking and wealth products tailored to affluent clients, enabling confident product recommendations.
• Market and competition awareness: Up-to-date insights into market trends, competitor offerings, and economic factors influencing customer decisions.
• Exceptional soft skills: Build trust, demonstrate empathy, and nurture long-term relationships through outstanding interpersonal skills.
• Effective communication and presentation: Articulate financial concepts clearly, tailor messages to diverse audiences, and confidently present complex solutions.
• Negotiation and objection handling: Skilled in managing discussions, addressing concerns, and reaching mutually beneficial outcomes.
• Strong problem-solving abilities: Proactively identify challenges and devise effective, timely solutions.

Qualifications

• Academic qualification: Relevant degree or equivalent.
• Certification: CISI certification is desirable.