Relationship Service Manager

Key Responsibilities

Fulfilment

• To assist Priority Banking clients with fulfilment of sales, including all necessary documentation and paperwork e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.

Activation

• Assist Relationship Managers with activation efforts i.e scheduling time for conversations with clients, preparing materials for discussion (e.g Retail banking products (PL, CASA, CC), Wealth Products etc)
• Educate and conduct initial set up for online banking, ATMs in Priority Banking Centre and Branch.

Service

• Assist Priority Banking clients with all service and transaction requests e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.
• Interface with middle or back-office teams to complete service requests

Other administrative support tasks

• Assist Relationship Managers with any other administrative support for updating CDD, monitoring and managing client’s credit situation, and migrating clients in and out of Priority

Financial Contribution

• Prevention of frauds & losses.
• Control costs.
• Generate revenue/fees.

Compliance and Money Laundering responsibilities

• Ensure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.
• Participate in and/or support the Bank’s effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and CDD in day-to-day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquiring relevant knowledge and training, and providing support to superiors.

Strategy

In/outbound ETB servicing

• To proactively deliver excellence service to Priority Clients
• Prepare and educate clients to interacting via online, Client Centre NTB referrals from clients
• Actively acquire new Affluent/potential Affluent clients referred from ETB clients directly to RM
• Guide clients approaching Bank for solution on their issues or needs.

Business

Revenue Drivers:

• Increase delivery of sales and service to drive revenue for WRB business by way of ;
• Acquiring new clients.
• Improve customer retention including new customers.
• Offer new products and services.
• Perfecting customer pitches.
• Consistent up-skilling and training on sales and service

Compliance & Operations Quality

• Issues identified are immediately escalated to BM/BOSM or HUB Head.
• Adherence to CSM’s roles and responsibilities always.
• Strive for continuous improvement by reviewing, tracking, and monitoring all client application, instructions, and request until closure to manage TAT.
• Ensure all tasks are performed in accordance to approved regulatory, AML and in-country process.

Risks, Governance & Control

• “ZERO” tolerance to breaches and Operational Losses.
• Prevent incidents such as Operational Losses, Regulatory Breach, Process Adherence Breach, PDPA Breach, FEAR and other breaches impacting “Bank’s Reputation”
• Assist branch to achieve Good audit rating in all Branch Audit including CST.

Customer Experience and Complaint Management

• Focus on enhancing remote access to essential services and to allow for a more seamless customer service experience in branch and PIB centres by achieving;
• Zero complaints for the year
• Receive / Acquire compliment for per year
• Achieve good NPS scoring

Processes

WM Documentation

• Review WM documentation for completeness
• Ensure complete WM documents is scanned and forwarded to CAU for approval
• Follow Up with RM on referred cases to ensure timely resolution

AOF Documentation

• Approve PB AOF and iCDD within T Day (A&B only)
• Scan AOF in eOPS & signature captured in Sigcap
• Timely follow up with CDD Team for pending cases with risk rating “C” and above
• Review RFI cases and follow up with customers for additional information or supporting documents

Transactional Activities

• Perform callback to client to fund the account to avoid cheque being returned
• Perform callback to client to confirm on- Cheque with apparent alteration or signature differ
• Review instruction received for Fund Transfer, Book Transfer, FX and OTT including FEP declaration prior to execution
• Review Term Deposit agreed “Rate & Tenure” prior to placement
• Perform callback to client to confirm on instruction received via eMail, Mail, myRM, & 3rd party
• Initiate “Waiver request” to Product Managers on behalf of RM for CC, Loan, PB down & upgrade

Digital Banking

• Assist customer with Online/Mobile banking sign-up including for Debit Card application
• Assist customer with step-by-step guidance on the use of online/mobile banking platform and service available
• Timely follow up with CDD Team for pending cases with risk rating “C” and above

Service Request

• Raise all SR on behalf of RM
• Approve SR raised by RM/RSM within the team
• Follow-up on pending SRs until closure

Meeter Greeter Desk

• Take turn managing the Meeter Greeter desk during banking hours

PB center / PP Centre

• Ensure continuous upkeep of cleanliness and tidiness with PB/PP centre
• Ensure beverages are replenishes every morning before start of the day

People & Talent

• Excellent Computer skills

• Work under pressure, smart and effectively.
• Good planning and organisation skills.
• Good in interpersonal and communication skills.
• To out serve customers in service delivery and be the Best International Bank
• To create awareness and influence customers in using direct channels / automation
• To maintain a high standard of customer service quality
• To exceed customers’ expectation and delight them
• Practise the Brand Values at all times
• Zero complaints on PiB service quality
• Self-motivated to work with minimum supervision
• Good communication skills and a high level of patience and understanding
• Good understanding of Compliance and Audit

Product Broadening

• Enhance knowledge on multiple priority products
• Market and competition knowledge

Client Engagement

• Soft skills for client handling
• Stakeholder engagement skills
• Objection handling
• Client training on digital solutions

Journey Completion

• Ability to resolve problems and close issues without handover
• Priority CDD set up for client type

Policies & Procedures

• ABM rules / Bank Negara FEA regulations
• Branch Operations Manual (WEBOM) / MIC / group circulars / bank policy and tariff of charges

Risk Management

• Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and CDD.
• Participate in and/or support the Bank's effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and CDD in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.

Governance

Compliance and Money Laundering responsibilities:

• Ensure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.
• Participate and support the Bank’s effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and CDD in the day-to-day operations, which include account opening and reviews, transaction monitoring, suspicions activity reporting during client communication.

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.
• Lead the Malaysia/ Affluent Managed/Subang Jaya Team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• ABM rules / Bank Negara FEA regulations

Key stakeholders

• Across all Department in Bank.

Other Responsibilities

• Embed Here for good and Group’s brand and values in Malaysia/ Affluent Managed/Subang Jaya Team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Skills and Experience

• Microsoft

Qualifications

• Minimum SPM holders and / or relevant professional qualifications.
• Possess all relevant investment & insurance certifications and licensing.
• More than 5 years’ experience in banking with demonstrable knowledge of banking practices and financial products.
• Favourable track record in managing sales and / or operations or demonstrated ability to achieve strong sales performance.
• Ability to coach, inspire and mobilise Branch team members of various levels to deliver exceptional performance.
• Demonstrated ability to establish a service culture.
• Interpersonal and complaint handling skills
• Bank's product knowledge
• Understanding of policies and procedures
• ABM rules / Bank Negara FEA regulations

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

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 all sorts of 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.

Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.