Head Premium Banking 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
- Manages a team of Premium Executives, Premium Client Service Manager and Quality Assurance Manager by leading, directing, coaching and managing the team.
- Responsible for team targets by driving 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.
The Role Responsibilities
- Portfolio growth
- Revenues growth
- Cost Management
- Service Excellence
- Operational Excellence and Compliance
Guidance on optimizing Branch Performance on
- Sales
- Portfolio Growth
- Revenues
- Cost Management
- Service Excellence
- Operational Excellence and Compliance
- Service responsibilities
- People Management
Strategy Formulation & Execution, and Financial Management:
- Align with group & country Retail Banking priorities.
- Manage profitability across the Premium Channels.
- Collaborate in CVP building and portfolio management
- Champion the role of digital in all revenue, product and communication activities; and provide digital knowledge input into customer and proposition development.
- Be responsible for leading the way in productivity through process improvement, better management tools and training.
- Optimize channels P&L, Balance Sheet & KPIs.
- Drive new sales and total revenue through customer deepening and retention.
- Business development, external alliance mgmt.
Customer Experience & Relationship Management
- Delivery of Bank's brand promise to our customer, tailored across segments.
- Partner with all VCGMs.
- Responsible for embedding a culture of service excellence and continuous improvement.
- Identify process improvements opportunities, drive for gap resolutions.
Leadership, People & Community Development
- Ensure organization structure & people programs appropriate to deliver plans.
- Implement and embed a high-performance culture through robust performance management and differentiated reward and recognition.
- Responsible for developing a succession plan for all one down and mentor/coach top talent.
- Achieve strategic people requirements.
- Lead in employee engagement & attrition.
- Lead in strong internal & external networking & alliances building.
- Lead through example and build the appropriate culture and values.
- Able to share and advise on best practices and emerging developments across the country/ cluster
- Build in best practice to allow for solutions that are on message
Risk management & control
- Compliance with external and internal regulations/policies on Ops, Credit, Reputational and People Risk.
- The implementation of Risk Type Global policies across the Cluster, and as appropriate, the maintenance of Business Policy/ Country addendum.
- Ensure that risk assurance processes are in place across the Cluster to provide evidence of proactive risk management of the Risk Type and compliance with policy.
- Ensure that the Risk Type is properly represented at the relevant Business/ Country Risk Committees.
- Ensure that Risk Management responsibilities and processes for the Risk Type are properly communicated across the Business/ Country to all staff impact
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.
- Always lead the Direct Premium banking reports to achieve the outcomes set out in the Bank's Conduct Principles with fair outcomes for clients .
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Contributes to
- Country Strategy
- Country Retail Banking Strategy
- Overall Country financial performance
- Growth of a strong Retail Clients presence in Country
- Quality of customer service delivered in Country
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, recognize 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 without further escalation.
- Effectively convert service recovery to sales opportunities and sustained client loyalty.
Key Stakeholders
- Wealth Specialist
- Branch Managers
- Branch Service Managers
- V&V team
- CDD
Our Ideal Candidate
- 5 years' experience in relevant Branch management experience or related relevant experience
- Make effective business decisions independently, based on sound financial and business principles.
- Competent in collaborating with product specialists to recommend product suite offerings for clients
- Effective understanding of client requirements and manage it without escalation.
- Strong interpersonal and communication skills with ability to deal with people of all levels
- A team player with good initiatives & assertiveness.
Core
- Strategic acumen
- Conceptual thinking - able to structure and organize
- Execution orientation - able to execute and deliver results
- Service and customer centricity
- Influencing and networking
- Presentation and communication
- Ability to manage in a geographically and culturally dispersed environment
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 .
