Relationship Service Manager

Job Summary

• Provide accurate and timely support to Relationship Managers
• Handle Relationship Managers calls (inbound/outbound/myRM) where necessary
• Produce high quality phone and written correspondence to clients
• Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank's policies and procedures and overall control culture in the teams
• Call backs to clients to verify high risk payments, change of addresses, enquiries, and various administrative matters
• Resolve client complaints/feedbacks/issues and manage clients service expectations
• Deal with Account Opening documentation and queries as required
• Spot cross-sell opportunities and refer to Relationship Managers where appropriate
• Face to face meet up with clients if applicable

Responsibilities

• Sales Support
• Co-ordinate on promotion campaign – product bundling fulfillment, MGM, SGM, etc.
• Collate RSVP for client events and reminder calls to clients before the event (if applicable)
• Portfolio Management (applicable to RSM @ Hub only)
• Handle clients' arm code tagging or re-tagging
• Handle conversion of accounts (e.g., sole account to joint account, compiling of household relationship if applicable)
• Ensure accurate & timely setup/extraction of accounts / Wealth documents to support RMs in investigations
• Monitor pending CDD/Service Request related documents and assist the RMs to follow-up and rectify the CDD deficiency or remediation
• Support in ensuring RMs attend to their Morning Excesses & WM Limit Excess Review Report
• Client Management
• Ensure prompt and proper follow-up to clients via emails/myRM/phone calls/letters including updating clients on changes in RMs
• Cover buddy RSM when they are away including virtual support to other hubs (if applicable)
• Servicing walk-in clients when required including providing service support for account opening when a walk-in client wants to open a CASA account and refer to RMs on wealth related products
• Provide regular updates to clients on banking promotions and events
• Obtain Member-Get-Member from existing clients under assigned portfolio
• Compliance / Operational Risk
• Comply with all money laundering prevention procedures and report any suspicious activity to the Line Manager & Transaction Monitoring Unit (raise STR if necessary)
• Ensure compliance with all regulations and controls as set by the Bank and external regulatory authorities, including controls relating to Guidelines on Fair Dealing and Treating Clients Fairly outcomes
• Review and comment on the Daily Aggregate Large Item Report in the absence of RM
• Forward and keep track of all documentation which require senior managers’ approval
• Ensure proper follow up on outstanding risk & rework from CAU, IO, document
• Administrative
• Provide relief coverage for Service Ambassadors for PB Centres
• Ensure cleanliness and general upkeep of PB Centres/Hub office
• Leave and claims management
• Arrange for courier service for PB clients
• Raise SRM & ePro
• Track CDP hours
• Branch Operational and Service desk duties (applicable to RSM @ Branch only)
• Transaction (Financial) Approval
• SR & Document (Paper) Checking & Approval
• Greeter Duty (Branch/ Hub)
• RSM relief cover - Hub (for ad-hoc request) – RSM duties but without RM to be tagged

Compliance / Operational Risk

• Dual Control to be observed at all times
• Comply with all applicable money laundering prevention procedures and report any suspicious activity to the Line Manager & Transaction Monitoring Unit.
• Ensure compliance with all regulations and controls as set by the Bank and external regulatory authorities, including controls relating to Guidelines on Fair Dealing and Treating Clients Fairly outcomes

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

• Client Network
• Branch Manager
• Branch Staff
• Branch Central Team

Qualifications

• Education Degree
• Good verbal and written communication skills

Our Ideal Candidate

• 2 years of experience in relationship service management and retail banking industry

Role Specific Technical Competencies

• Cash Handling
• Customer service
• Written and verbal communication
• Attention to details
• Microsoft Office skills - Outlook, Excel, Word

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. 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.

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to.

Visit our careers website www.sc.com/careers