{"id":3325273,"url":"https://alion.io/job/standard-chartered-relationship-service-manager-3","title":"Relationship Service Manager","company":{"id":20709,"name":"Standard Chartered","domain":"sc.com","url":"https://alion.io/company/standard-chartered-gbs","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":94,"open_postings":52,"ghost_share":0,"stale_share":0.423,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5018},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Objection","optional":false},{"name":"Frida","optional":true}],"status":"live","first_seen_at":"2026-10-27T09:44:08Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-02T14:09:28Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Key Responsibilities\nFulfilment\nTo 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.\nActivation\nAssist 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)\nEducate and conduct initial set up for online banking, ATMs in Priority Banking Centre and Branch.\nService\nAssist Priority Banking clients with all service and transaction requests e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.\nInterface with middle or back-office teams to complete service requests\nOther administrative support tasks\nAssist 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\nFinancial Contribution\nPrevention of frauds & losses.\nControl costs.\nGenerate revenue/fees.\nCompliance and Money Laundering responsibilities\nEnsure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.\nParticipate in and/or support the Bank’s effort in combating money-laundering activities.\nExercise 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.\n\nStrategy\nIn/outbound ETB servicing\nTo proactively deliver excellence service to Priority Clients\nPrepare and educate clients to interacting via online, Client Centre NTB referrals from clients\nActively acquire new Affluent/potential Affluent clients referred from ETB clients directly to RM\nGuide clients approaching Bank for solution on their issues or needs.\nBusiness\nRevenue Drivers:\nIncrease delivery of sales and service to drive revenue for WRB business by way of ;\nAcquiring new clients.\nImprove customer retention including new customers.\nOffer new products and services.\nPerfecting customer pitches.\nConsistent up-skilling and training on sales and service\nCompliance & Operations Quality\nIssues identified are immediately escalated to BM/BOSM or HUB Head.\nAdherence to CSM’s roles and responsibilities always.\nStrive for continuous improvement by reviewing, tracking, and monitoring all client application, instructions, and request until closure to manage TAT.\nEnsure all tasks are performed in accordance to approved regulatory, AML and in-country process.\nRisks, Governance & Control\n“ZERO” tolerance to breaches and Operational Losses.\nPrevent incidents such as Operational Losses, Regulatory Breach, Process Adherence Breach, PDPA Breach, FEAR and other breaches impacting “Bank’s Reputation”\nAssist branch to achieve Good audit rating in all Branch Audit including CST.\nCustomer Experience and Complaint Management\nFocus on enhancing remote access to essential services and to allow for a more seamless customer service experience in branch and PIB centres by achieving;\nZero complaints for the year\nReceive / Acquire compliment for per year\nAchieve good NPS scoring\nProcesses\nWM Documentation\nReview WM documentation for completeness\nEnsure complete WM documents is scanned and forwarded to CAU for approval\nFollow Up with RM on referred cases to ensure timely resolution\nAOF Documentation\nApprove PB AOF and iCDD within T Day (A&B only)\nScan AOF in eOPS & signature captured in Sigcap\nTimely follow up with CDD Team for pending cases with risk rating “C” and above\nReview RFI cases and follow up with customers for additional information or supporting documents\nTransactional Activities\nPerform callback to client to fund the account to avoid cheque being returned\nPerform callback to client to confirm on- Cheque with apparent alteration or signature differ\nReview instruction received for Fund Transfer, Book Transfer, FX and OTT including FEP declaration prior to execution\nReview Term Deposit agreed “Rate & Tenure” prior to placement\nPerform callback to client to confirm on instruction received via eMail, Mail, myRM, & 3rd party\nInitiate “Waiver request” to Product Managers on behalf of RM for CC, Loan, PB down & upgrade\nDigital Banking\nAssist customer with Online/Mobile banking sign-up including for Debit Card application\nAssist customer with step-by-step guidance on the use of online/mobile banking platform and service available\nTimely follow up with CDD Team for pending cases with risk rating “C” and above\nService Request\nRaise all SR on behalf of RM\nApprove SR raised by RM/RSM within the team\nFollow-up on pending SRs until closure\nMeeter Greeter Desk\nTake turn managing the Meeter Greeter desk during banking hours\nPB center / PP Centre\nEnsure continuous upkeep of cleanliness and tidiness with PB/PP centre\nEnsure beverages are replenishes every morning before start of the day\nPeople & Talent\n\nExcellent Computer skills\nWork under pressure, smart and effectively.\nGood planning and organisation skills.\nGood in interpersonal and communication skills.\nTo out serve customers in service delivery and be the Best International Bank\nTo create awareness and influence customers in using direct channels / automation\nTo maintain a high standard of customer service quality\nTo exceed customers’ expectation and delight them\nPractise the Brand Values at all times\nZero complaints on PiB service quality\nSelf-motivated to work with minimum supervision\nGood communication skills and a high level of patience and understanding\nGood understanding of Compliance and Audit\nProduct Broadening\nEnhance knowledge on multiple priority products\nMarket and competition knowledge\nClient Engagement\nSoft skills for client handling\nStakeholder engagement skills\nObjection handling\nClient training on digital solutions\nJourney Completion\nAbility to resolve problems and close issues without handover\nPriority CDD set up for client type\nPolicies & Procedures\nABM rules / Bank Negara FEA regulations\nBranch Operations Manual (WEBOM) / MIC / group circulars / bank policy and tariff of charges\nRisk Management\nEnsure 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.\nParticipate in and/or support the Bank's effort in combating money-laundering activities.\nExercise 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.\nGovernance\nCompliance and Money Laundering responsibilities:\nEnsure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.\nParticipate and support the Bank’s effort in combating money-laundering activities.\nExercise 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.\nRegulatory & Business Conduct\nDisplay exemplary conduct and live by the Group’s Values and Code of Conduct.\nTake 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.\nLead 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.]\nEffectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.\nABM rules / Bank Negara FEA regulations\nKey stakeholders\nAcross all Department in Bank.\nOther Responsibilities\nEmbed 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)\nSkills and Experience\nMicrosoft\nQualifications\nMinimum SPM holders and / or relevant professional qualifications.\nPossess all relevant investment & insurance certifications and licensing.\nMore than 5 years’ experience in banking with demonstrable knowledge of banking practices and financial products.\nFavourable track record in managing sales and / or operations or demonstrated ability to achieve strong sales performance.\nAbility to coach, inspire and mobilise Branch team members of various levels to deliver exceptional performance.\nDemonstrated ability to establish a service culture.\nInterpersonal and complaint handling skills\nBank's product knowledge\nUnderstanding of policies and procedures\nABM rules / Bank Negara FEA regulations\nAbout Standard Chartered\nWe'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.\nOur 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.\nTogether we:\nDo the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do\nNever settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well\nAre better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term\nWhat we offer\nIn line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.\nCore bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.\nTime-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.\nFlexible working options based around home and office locations, with flexible working patterns.\nProactive 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\nA continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.\nBeing part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - 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