Head - Priority Banking, Client Relationships
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.
Responsible for formulation and driving execution of strategic agenda for Priority and International Banking, maximizing growth, market share & profitability for the segment. Role entails taking ownership and providing leadership towards delivery of
Distinctive Customer Value Proposition (CVP)
Deepening of Customer Relationship
Sales and Service Architecture
RM Capabilities & Capacity
Execution of Segment Sales for Hubs KEY RESPONSIBILITIES: Business Performance
Provide leadership in the overall strategy, growth and profitability of Priority Banking Client Relationships
Manage P&L for the segment
Segment Development & Value Proposition
Responsible for market leading value proposition, branding and communication
Initiate and collaborate with channels, product and functional teams centrally, to identify and develop product solutions and bundles to meet the needs of the Priority Banking Client Relationships
Implement sub-segment strategy and propositions
Build profitable corridors for Cross Border banking in selective countries, and support Presence countries in ME as booking center hub and as base for Cross border RMs.
Relationship Management Standards and Performance
Establish and manage standard frontline sales and service team management structure, including specialist and RM hub models
Lead in the implementation of a systematic relationship management approach to enhance capability and consistency in the sales management discipline
Drive the implementation of uniform frontline empowerment matrix and supporting tools
Responsible for RM capacity and productivity management
Implementation of RMs competency profiles, recruitment, training & development curriculum including certification, empowerment rules, retention strategies, rewards & recognition programs and career paths.
Customer Segmentation and Portfolio Management
Maximize customer value through segmentation insights and disciplined portfolio management
Drive cross selling and upstreaming by tailoring solutions to deepen client relationships
Collaborate with Product Value Streams to develop product bundles, pricing & promotions to improve cross product holding ratio and portfolio growth
Define and manage customer retention strategies, including reactive retention and proactive retention programs
Customer Service and Franchise Management
Leverage on customer research and competitor benchmarking on customer service and customer loyalty/advocacy metrics including NPS scores and drive initiatives to improve them.
Collaborate with various product, credit, operations and functional teams to improve customer service delivery through turnaround times, service level agreements and process improvements
Drive the implementation of global service initiatives and standards for the segment
Network and maintain contact with external sources to benchmark innovative developments Risk Management & Governance
Ensure customer value proposition is implemented in compliance with external & internal regulations & policies i.e. Operational, Credit, Reputational & People Risk
Liaison with credit to ensure that credit criteria is robust and balanced for Priority Banking Client Relationships
Take personal responsibility for understanding the risk and compliance requirements of the role. Understand and comply with, in letter and spirit, all applicable laws and regulations, including those governing anti-bribery and corruption, anti-money laundering, terrorist financing and sanctions; the Group's policies and procedures; and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters Leadership and People Development
Drive and embed a strong performance culture through an inspiring and rigorous performance management discipline
Develop and build talents within Priority Banking Client Relationships through optimal resourcing, capacity planning, succession planning and engagement KEY RELATIONSHIPS External:
• CB and CIB Unit
• Product ie. RBP, WM
• Operations & Technology
• HR & L&TD
Per, Priority Banking Scorecard KNOWLEDGE AND SKILLS Functional:
Relevant depth of experience in the industry
Academic studies of business administration, economics, preferably MBA, CFP
Several years of successful business practice in client relationship management
Knowledge and understanding of products and services in strategic Asset Allocation, Asset and Liability management, risk management and complex international financial needs
Sound knowledge and experience in building and managing Cross border businesses.
Good understanding of relevant products and services in Priority and International Banking
Sound understanding of all business guidelines and compliance requirements and issues
Strong people management skills
In-depth understanding of key business driver in dedicated geographical market(s) with sound understanding of legal, political and economic situation/framework
Deep understanding of cultural ethnic and religious market conditions
Proven personal network into relevant client segments
Outstanding communication and presentation skills Personal:
Endurance, personal perseverance, strong self motivation, entrepreneurial, team player REPORTS TO (DIRECT):
Head of Retail Banking DIRECT EMPLOYEES
: Senior Priority RMs and Team Leaders
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our career pages .