About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
Job Purpose
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 Retail Client division. As a sales staff of Standard Chartered Bank is not allowed to sell any unapproved products or services by Standard Chartered Bank and to act as an agent of other Banks or Financial Institutions.
The Relationship Manager is responsible to drive profitable revenue and volume growth from their portfolio with a focus on deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.
Relationship Manager memiliki tanggung jawab utama untuk melayani dan mengelola hubungan dengan nasabah di bawah program Priority Banking dengan cara melakukan pendekatan, menggali kebutuhan nasabah, dan menyediakan produk, layanan, dan solusi yang ditawarkan oleh Retail Client division. Sebagai staff penjual dari Standard Chartered Bank, tidak diperkenankan untuk menjual produk atau memberikan pelayanan apapun yang tidak disetujui oleh Standard Chartered Bank, ataupun bertindak sebagai agen dari bank lain atau institusi keuangan lainnya.
Relationship Manager bertanggung jawab untuk meningkatkan penghasilan dan pertumbuhan volume dari portofolio yang mereka miliki dengan fokus mempererat hubungan dengan nasabah-nasabah yang ada, dan melakukan penjualan silang (cross sell) sehingga meningkatkan pangsa pasar dan hubungan nasabah dengan Bank.
The Role 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. Effectively convert service recovery to sales opportunities and sustained client loyalty.
Relationship Management
Menangani dan mengantisipasi kebutuhan nasabah dengan fokus untuk mengelola nasabah yang ada, juga meningkatkan jumlah produk yang dimiliki oleh setiap nasabah Membangun, memahami, dan menjalin hubungan yang berkelanjutan dengan anggota keluarga nasabah seperti orangtua, mentor, advisor, dan anggota keluarga lainnya Secara konsisten dan rutin melakukan komunikasi dengan nasabah untuk memberikan arahan dan penilaian terhadap portofolio nasabah. Memberikan solusi terhadap masalah yang dihadapi nasabah, membantu mereka dalam mengenali jenis –jenis investasi, mengenali dan menangani kendala yang dihadapi oleh nasabah sehingga mempermudah nasabah untuk mengambil keputusan. Memantau portofolio nasabah dan fokus untuk membantu nasabah agar dapat beradaptasi dengan segala perubahan dalam lingkungan finasial. Mempertahankan nasabah yang berpotensi tinggi dengan cara menambah dengan bank melalui kegiatan menjalin hubungan antar bank dan nasabah Menanggapi dan menyelesaikan pertanyaan nasabah dengan cepat Secara efektif melakukan perbaikan dengan merubah keluhan menjadi peluang penjualan dan membuat nasabah semakin loyal
Customer Deepening Relationships
Drive portfolio growth through existing to bank (ETB) and increased product per customer (PPC) ratio. Based on client profile, map client potential and work towards up streaming to Priority Banking segment.
Peningkatan Hubungan Nasabah
Meningkatkan pertumbuhan portofolio melalui nasabah yang ada dan meningkatkan jumlah produk yang dimiliki oleh setiap nasabah Berdasarkan profil nasabah, memetakan potensi nasabah dan bekerja untuk meningkatkan segment Priority
Customer Needs Analysis & 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.
Customer Needs Analysis & Consultation
Menciptakan berbagai pengalaman yang berbeda bagi nasabah dengan cara memasukan tingkatan nasabah dalam level yang berbeda-beda menurut kebutuhan layanan dan transaksi Memahami kondisi di luar mengenai produk dan layanan apa saja yang ditawarkan oleh bank lain Selalu mengikuti perkembangan pasar finansial dan memperbarui pengetahuan mengenai penawaran pasar sehingga mampu memberikan solusi berdasarkan kebutuhan nasabah Melaksanakan Penilaian Kebutuhan Nasabah terhadap produk yang tersedia Bekerjasama dengan product specialis untuk mengenali dan memberikan arahan yang tepat mengenai berbagai masalah keuangan seperti rencana pensiun, rencana kepemilikan tempat tinggal, alokasi kekayaan, nilai tukar mata uang asing, dsb
Risk management
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. Ensure zero operational loss and effective complaint management. Effective reject management for suspicious transaction Report any suspicious transaction immediately to the supervising officer of Fraud Control Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating Ensure Right sales process' to ensure Treating Customer Fairly (TCF) is implementing consistently to avoid mis-selling case
Menejemen Risiko
Membaca, memahami, dan mematuhi seluruh ketentuan kode etik dari grup (The Group Code of Conduct) Memiliki pengetahuan mengenai perbankan secara umum, operasional retail dan kredit/ produk deposito dan pinjaman/ dan pengetahuan mengenai audit Memastikan tidak ada kerugian operasional dan memberikan penanganan keluhan yang efektif Memberikan penanganan penolakan secara efektif untuk transaksi yang mencurigakan Melaporkan transaksi yang mencurigakan dengan segera kepada tim Fraud Control Pengawasan ketat atas kepatuhan dan bertanggung jawab untuk mencapai dan mempertahankan rating audit yang memuaskan Memastikan proses penjualan yang tepat untuk memastikan pelaksanaan TCF (Treating Customers Fairly) secara konsisten untuk menghindari kasus mis-selling
Compliance & Control
Ensure KYC compliance for all new to bank and existing customers Awareness of all the policies and procedures issued in relation to money laundering prevention Comply with all applicable Anti Money Laundering & Terrorist Financing (AML/TF) procedures Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff Ensure that effective arrangement are in place to comply with AML/TF requirements (CDD, Transactions Monitoring and Sanctions) as stipulated by Group & Local Regulator Perform CDD Periodic Review & Customer Data Updating Make prompt reporting of Suspicious Activity Report (SAR) to UKK Holder (Branch Manager) and to CMLPO at Head Office Ensure to join available AML/TF training (or e-training) Responsible for proper control of keys/ combination setting & password for safekeeping cash and valuable documents (if applicable) Ensure implementation of Clean Desk Policy Ensure kept no pre-signed blank form and customer copy ID Ensure customer data are kept properly in secured area
Kepatuhan & Kontrol
Memastikan kepatuhan terhadap KYC untuk seluruh nasabah baru dan nasabah yang ada Kesadaran akan seluruh peraturan dan prosedur mengenai pencengahan pencucian uang Mematuhi seluruh prosedur mengenai A
