This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Key Responsibilities

Relationship Management
• Build and deepen relationships with existing Priority Customers to achieve increase in share of wallet and revenues.
• Provide qualified customer service to achieve a high percentage of customer satisfaction and retention.
• Manage the portfolio to de-risk against attrition and achieve stability of book.
• Have complete knowledge of the customer base in terms of the profile, demographics & psychographics and assets in the Bank and in other places.
• Serve as the one-point contact to the High-Net-Worth customers of the Bank

Sales
• Generate new business to achieve defined targets in terms of no. of customers, volumes and revenue for the segment
• Achieve the Targets set in terms of product mix
• Induction of all new customers brought in by the Branches & Direct Sales team.
• Achieve "best in class" productivity in order to maximize the efficacy of the sales process.
• Achieve the budgeted cross sell targets.
• Aggressive Sales call plans to acquire large prospective customers through referrals.
• Ensure coverage of customer base in accordance with the approved contact plans.
• Coordinate customer events for the cluster along with the product team

Sales MIS
• Update & maintain all Sales MIS (Calls, Prospects, Attritions, Business done, etc.)
• Maintain and update customer information on WMS

Service
• NPS & Customer management




• Ensure that NPS is at least in second quartile as compared to peers
• Use the online CMP system diligently and achieve > 75% of their require customer contact each month

Risk Management & Compliance
• Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
• Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
• Read, understand and comply with all provisions of the Group Code of Conduct.

Business
• Maximize sales performance to achieve given revenue targets (self and branch) through liability products (Current /Savings /Term deposits), wealth management products and asset related products (secured, unsecured)
• Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
• Ensure high level of customer service in the Branch. Manage difficult customer situations

Processes
• Ensure satisfactory ratings in all internal/external audits.
• compliance to all process notes and circulars issued from time to time.
• Highlight process gaps / improvements if any




• Understand the Bank's misselling & sales policies as well as policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. Comply with the same, including highlighting any suspicious transactions as per guidelines.
• Complete all requisite trainings on time
• Contribute to the digital agenda with maximum focus on digital closure and deepening
• Contribute to the migration of clients to the digital platform

People & Talent
• Servicing primarily walk-in customers to fulfil the specific transactional requirements of the customer through high quality customer service, while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets

Risk Management
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of
Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer

Governance
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service

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 ensurin

📌 Associate Director (Bengaluru)
🏢 Standard Chartered Bank
📍 Bengaluru