Senior Relationship Manager (Muthaiga)

Job Title: Relationship Manager

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

Engaging and Deepening Client Relationships

• Develop a comprehensive understanding of high-net-worth client profiles, including assets, financial goals, and preferences, to tailor interactions effectively.
• Use data-driven insights and analytics to identify and execute timely, relevant conversations that enhance client value and satisfaction.

Product Knowledge and Needs Identification

• Offer expert guidance on individual banking products, including a diverse range of wealth management offerings tailored to meet affluent client needs.

Client Meetings and Deep Selling (Remote and In-Person)

• Conduct quarterly in-person meetings to address advisory requirements and strengthen client relationships.
• Seamlessly connect clients with specialist teams to meet complex or specific financial needs.
• Facilitate product setup, complete periodic Customer Due Diligence (CDD) reviews, and ensure efficient fulfilment and activation of banking services.

Servicing and Client Support

• Delegate routine servicing requests to Client Service Officers or Managers, enabling focus on high-value advisory activities.
• Provide timely, client-centred support to address queries and ensure an exceptional client experience.

Acquisition via Referrals

• Engage referred prospects through detailed remote introductions and preparation, focusing on building trust and understanding their financial aspirations.
• Initiate follow-up engagement with high-net-worth clients and senior executives (C-level) demonstrating advanced banking needs, ensuring clarity on services and onboarding requirements.

In-Person Client Engagement and Training

• Conduct face-to-face meetings to actively listen, assess client needs in depth, and propose suitable anchor and supplementary products to foster financial growth.
• Manage account setup including Customer Due Diligence processes, ensuring compliance with regulatory standards.
• Educate clients on using digital platforms (online banking, ATMs, Client Centres), empowering them with self-service capabilities for enhanced banking convenience.

Performance Metrics

The role holder is responsible for establishing and maintaining strong client relationships, translating into revenue and growth for the bank. Key metrics 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

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s 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 – in letter and spirit – with all applicable laws, regulations, guidelines, and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.

AML & CDD

Ensure Anti-Money Laundering requirements are followed:

• Take all reasonable steps to verify and identify customers.
• Retain adequate records of identification, account opening, and transactions.
• Make prompt reports of suspicious transactions and activity using the correct internal channels.
• Raise awareness of Money Laundering prevention by training all staff or attending training sessions.

Skills and Experience

• Comprehensive Multi-Product Knowledge: In-depth understanding of a wide range of banking and wealth products tailored to affluent clientele, enabling confident product recommendations aligned to client needs.
• Market and Competition Awareness: Up-to-date insights into market trends, competitor offerings, and economic factors influencing customer decision-making.
• Exceptional Soft Skills to Engage Affluent Clients: Ability to build trust, demonstrate empathy, and nurture long-term relationships through exceptional interpersonal skills.
• Effective Communication and Presentation Skills: Articulate financial concepts clearly, tailoring messages to diverse audiences, and confidently presenting complex solutions.
• Negotiation and Objection Handling Expertise: Skilled in managing discussions, addressing concerns, and cultivating consensus for mutually beneficial outcomes.
• Strong Problem-Solving Abilities: Proactively identifying challenges or client issues and devising effective, timely solutions.

Qualifications

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