Sr. Relationship Manager - Affluent Relations

Standard Chartered Bank · Delhi, India

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.

Servicing primarily walk-in customers to fulfill 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

• 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
• Participate actively in branch sales planning to generate action plans for meeting targets
• He/she is aware of bank's Mis-selling & Sales Policies and ensure adherence all the time.
• Ensure high level of customer service in the Branch. Manage difficult customer situations
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Ensure transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
• 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
• Take responsibility for general reconciliation and control activities
• Find ways to improve operational efficiency and control costs to meet cost budgets
• Be multi-skilled to handle all kinds of transactions and services in the bank
• Manage growth and attrition of the base, facilitate customer up-streaming. Improve product per customer

• 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.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace

• Account Management
• Addressing Customer Needs
• Anti-money Laundering Policies and Procedures
• Bank Account Features and Services
• Cross-Selling
• Customer Retention

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

• Being part of an inclusive and values driven organisation , one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: