About the job

Job Summary

ROLE: Relationship Manager

• Achieving allocated business targets, ensuring high quality customer service and ensuring internal and external compliance.
• Ensure smooth operation of the branch.
• To undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls.
• Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.

Responsibilities

• Business Development & Financial Management
• To achieve/exceed planned business growth of the branch by implementing strategies to achieve deposits and other sales plan targets while ensuring high compliance standard as defined by Group & local policies and business strategy 
• Maintain develop relationships with key existing & prospective Clients. To retain & grow share of existing borrowing customer base to sustain & maximize SCBNL profitability by consistently meeting or exceeding client expectations through superior customer service.
• Understand competitor’s products, pricing, strategies and provide regular feedback to Branch Manager
• Control of operating costs by monitoring Branch controllable costs & analyzing trends in cost performance and initiate changes to Branch practices & procedures to manage costs.
• Pro –actively developing & maintaining a detailed understanding of clients’ business & financial needs by developing & executing client strategies.
• Identify, target & realize new business opportunities through provision of new Retail/SCBNL products & services (Include a structured call & care program where appropriate)
• Increase overall customer profitability by managing price realization & cost to serve
• Develop referrals & liaise with different stakeholders to develop new customers by actively seeking referrals from existing customer & other Business Units

Branch Operation Management

• Approve daily transaction for selected products (Cashier’s orders, Currency exchange, drafts, OTTs, Account Transfers, cheques payments, cash deposits, etc) as well as for transactions exceeding specified teller limit.
• Ensure that there is no loss of revenue by proper collection of charges and fees and explore/suggest ways or generating additional revenue.
• Locate ways to improve operational efficiency and control costs to meet cost budgets.
• Manage Service Delivery - observe queue time and length; take action as needed to capacities serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency.
• Resolve investigations and inquiries initiated by customer inquiry to the specified standard.
• Obtain feedback periodically from customers regarding our service standards and escalate the same to line managers.
• Educating customers about direct banking channels so specific transactions can be migrated to ATMs, Online Banking, ECC, etc

Other Responsibilities

• Processing account opening documents and other service requests of the clients.
• Provide the highest level of customer service and responsiveness to all customers.
• Action customer enquiries and investigate complaints assigned to the branch.
• Managing ATM, Deliverables, Handling lockers and vault keys where necessary
• Support branch with other activities as assigned by BM.

• Ensure identification & assessment of all risk inherent in credit exposures and ensure quality judgments are made. 
• Ensure adherence to SCBNL/Group credit policies as appropriate when recommending/supporting loan proposals. 
• To proactively monitor the credit quality of portfolio.
• To act as contact point for the unit to work with CDD Operations and Country Risk & Control to ensure money - laundering prevention and compliance risk issues are addressed.

Governance

• Ensure identification & assessment of all risk inherent in credit exposures and ensure quality judgments are made. 
• Ensure adherence to SCBNL/Group credit policies as appropriate when recommending/supporting loan proposals. 
• To proactively monitor the credit quality of portfolio.
• To act as contact point for the unit to work with CDD Operations and Country Risk & Control to ensure money - laundering prevention and compliance risk issues are addressed. 

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 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.

Qualification

• Minimum Bachelors Degree with minimum 3 years of experience in banking
• Administrative, marketing and organization skills.
• Good communication skill
• Good Teamwork and leadership and good resource Manager.
• Ability to change and manage to change.
• Efficient and effective management of time with the ability to prioritize work
• Live, demonstrate and inculcate the core values
• Good customer dealing ability

Role Specific Technical Competencies

• Analytical and strategic Skills
• Relationship Management 
• Effective Communication 
• Financial Skills 
• Marketing Skills 

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.