Associate Director Priority Clients

The Role Responsibilities

Job Role

The Relationship Manager is primarily responsible for servicing and managing customer relationships under the Priority Banking program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite.

The Relationship Manager is responsible to drive profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.

Strategy

The Relationship Manager is primarily responsible for servicing and managing customer relationships under the Priority Banking program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite.

The Relationship Manager is responsible to drive profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.

Business

• 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 clients 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.
• Effectively convert service recovery to sales opportunities and sustained client loyalty.
• Resolve client queries without further escalation.
  

Processes

• Drive portfolio growth through existing to bank (ETB) and increased product per customer (PPC) ratio.
• Based on client profile, map client potential and work towards up streaming to Private Banking segment.
• Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters.
• Gather competitive intelligence to determine what competitors are offering clients, product positioning and service offerings.
• Continuously track market trends and ensure up to date knowledge of market offerings to be able to provide advice on potential financial planning solutions based on client needs.
• Identify and partner with product specialists to provide expert advice across a wide range of financial matters such as retirement planning, estate planning, asset allocation, forex rates, etc.
• Carry out suitability assessment of clients
  

People and Talent

• Develop a people culture which encourages and champions change among colleagues in the daily workplace. This will facilitate innovation and improvement with the objective of delivering superior Customer and Frontline experience.
  

Risk Management

• Take personal responsibility for understanding the risk and compliance requirement of the role. Understand and comply with it, in letter and spirit, all applicable laws and regulations including those pertaining to governing of anti-bribery and , anti- money laundering, terrorist financing and sanctions, Group’s policies and procedures, and the Group Code of Conduct.
• Collaboratively partner with risk teams to ensure risk management procedures and processes are effectively implemented to operate within operational and credit risk appetite.