Relationship Manager, Priority

The Role Responsibilities

The Relationship Manager is primarily responsible for servicing and managing Priority (including Priority Private) customers under Priority Banking program from end to end (Client’s Journey with the Bank from account opening to account closing) by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range under Consumer, Private and Business Banking (CPBB) division. As a sales staff of Standard Chartered Bank Indonesia is not allowed to sell any unapproved products or services by Standard Chartered Bank Indonesia and to act as an agent of other Banks or Financial Institutions.

RINGKASAN PEKERJAAN :

Relationship Manager memiliki tanggung jawab utama untuk melayani dan mengelola hubungan dengan Priority (termasuk Priority Private) nasabah di bawah program Priority Banking secara menyeluruh dari awal hingga akhir (Client’s Journey with the Bank dari pembukaan rekening hingga penutupan rekening) dengan cara melakukan pendekatan, menggali kebutuhan nasabah, dan menyediakan produk, layanan, dan solusi yang ditawarkan oleh Consumer, Private and Business Banking (CPBB) division. Sebagai staff penjual dari Standard Chartered Bank Indonesia, tidak diperkenankan untuk menjual produk atau memberikan pelayanan apapun yang tidak disetujui oleh Standard Chartered Bank Indonesia, ataupun bertindak sebagai agen dari bank lain atau institusi keuangan lainnya.

Responsibilities

The Relationship Manager is responsible to achieve their KPI Targets that set by Head Office mainly to drive profitable revenue and volume growth from their portfolio and also to deliver service standards as per Priority Banking Segment’s Propositions with a focus on deepening of existing customer relationships and cross selling thereby improving customer’s share of wallet with the Bank.

The role entails the creation of an environment that is continuously improving to meet standards along the measures of customer satisfaction, efficiency and productivity, while ensuring that risks are well controlled and processes are in compliance with local and Standard Chartered Group’ regulatory requirements.

Tugas utama dari peran ini adalah untuk mencapai target yang sudah ditentukan di dalam KPI yang telah ditetapkan oleh Kantor Pusat terutama untuk mencapai pendapatan yang menguntungkan dan pertumbuhan volume dari portfolio yang ditangani mereka dan juga untuk memberikan standard layanan sesuai dengan proposisi dari Priority Banking segmen dengan memfokuskan kepada mermperdalam hubungan dengan nasabah-nasabah dan melakukan penjualan silang (cross sell) sehingga meningkatkan pangsa pasar dan hubungan nasabah dengan Bank.

Peranan ini harus menciptakan lingkungan yang secara berkesinambungan memenuhi standard kepuasan nasabah, efisiensi, dan produktivitas dimana juga memastikan bahwa risiko dapat dikendalikan dengan baik dan semua proses berjalan sesuai peraturan yang telah ditetapkan oleh regulator dan Standard Chartered Group.

Relationship management

• 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 client’s circle of influence e.g. other family members, friends and colleagues to increase the number of client and grow AUM (Asset Under Management)
• Consistent and frequent communication with client providing complete, concise portfolio valuations and information
• Serve as a problem-solver for the client, helping them identify investment criteria, recognise 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.
• Resolve and help clients’ queries and complains fast and accurately
• Effectively convert service recovery to sales opportunities and sustained client’s loyalty
• Drive portfolio growth through new to the bank (NTB), existing to bank (ETB) and increased product per customer (PPC) ratio.

Relationship Management

• Menangani dan mengantisipasi kebutuhan nasabah dengan fokus untuk mengelola nasabah yang ada, juga meningkatkan jumlah produk yang dimiliki oleh setiap nasabah
• Membangun, memahami, dan menjalin hubungan yang berkelanjutan dengan lingkaran nasabah seperti anggota keluarga yang lain, teman-teman dan rekan kerja untuk menambah jumlah nasabah dan dana kelolaan
• Secara konsisten dan rutin melakukan komunikasi dengan nasabah untuk memberikan penilaian dan informasi terhadap portofolio nasabah.
• Memberikan solusi terhadap masalah yang dihadapi nasabah, membantu mereka dalam mengenali jenis –jenis investasi, mengenali dan menangani kendala yang dihadapi oleh nasabah sehingga mempermudah nasabah untuk mengambil keputusan.
• Memantau portofolio nasabah dan fokus untuk membantu nasabah agar dapat beradaptasi dengan segala perubahan dalam lingkungan finasial.
• Mempertahankan nasabah yang berpotensi tinggi dengan cara menambah dengan bank melalui kegiatan menjalin hubungan antar bank dan nasabah
• Menanggapi dan membantu menyelesaikan pertanyaan dan keluhan nasabah dengan cepat dan secara akurat
• Secara efektif melakukan perbaikan dengan merubah keluhan menjadi peluang penjualan dan membuat nasabah semakin loyal
• Meningkatkan pertumbuhan portofolio melalui nasabah baru, nasabah yang sudah ada dan juga meningkatkan jumlah produk yang dimiliki oleh setiap nasabah

Compliance & Control

• Ensure compliance with external and internal regulations and policies covering Operational, Reputational dan Financial Risks
• Read, understand and comply with all provisions of the SC Group Code of Conduct
• Ensure zero operational loss
• Ensure strict compliance and responsible for supporting the Branch in achieving and maintaining satisfactory audit rating through role as Relationship Manager
• Awareness of all the policies and procedures issued in relation to money laundering prevention.
• Ensure KYC compliance for all new to bank (NTB) and also existing to the bank (ETB)
• Comply with all applicable Anti Money Laundering & Terrorist Financing (AML/TF) procedures
• Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff
• Make prompt reporting of Suspicious Activity Report (SAR) to the Line Manager (TM – if any) and to the Branch Manager as UKK AML Holder in Branch
• Ensure to join available AML/TF trainings and all the Bank’s required e-learnings
• Ensure implementation of Clean Desk policy
• Ensure customer data are kept properly in secured area
• Ensure no-pre signed blank form/copy ID kept
• Ensure Right sales process to ensure TCF (Treating Customers Fairly) is implementing consistently to avoid mis-selling case
• Responsible for proper control of keys/ combination as per delegated authority

Kepatuhan & Kontrol

• Memastikan bahwa kepatuhan terhadap peraturan eksternal dan internal mencakup resiko-resiko operasional, reputasi dan finansial
• Membaca, memahami, dan mematuhi seluruh ketentuan kode etik dari SC grup (The Group Code of Conduct)
• Memastikan tidak ada kerugian operasional
• Pengawasan ketat atas kepatuhan dan bertanggung jawab untuk membantu Kantor Cabang dalam mencapai dan mempertahankan rating audit yang memuaskan melalui role sebagai Relationship Manager
• Kesadaran akan seluruh peraturan dan prosedur mengenai pencegahan pencucian uang
• Memastikan kepatuhan terhadap Pengenalan Nasabah untuk seluruh nasabah baru dan atas nasabah-nasabah yang sudah ada
• Mematuhi seluruh prosedur mengenai Anti Pencucian Uang & Pendanaan Teroris (Anti Money Laundering & Terrorist Financing (AML/TF))
• Mematuhi seluruh peraturan baik yang telah ditetapkan oleh Bank maupun peraturan eksternal.
• Segera melaporkan mengenai aktivitas yang mecurigakan/ Suspicious Activity Report (SAR) kepada Line Manager (atasan langsung – TM jika ada) DAN kepada Branch Manager selalu pemegang UKK AML di Kantor Cabang
• Mengikuti pelatihan AML/TF yang tersedia dan juga semua e-learning yang disyaratkan oleh Bank
• Mematuhi dan melaksanakan Clean Desk policy
• Memastikan tidak ada formulir kosong yang sudah ditandatangani oleh nasabah dan fotokopi kartu identitas milik nasabah yang disimpan oleh pegawai Bank
• Memastikan data nasabah disimpan dengan benar di tempat yang aman
• Memastikan untuk tidak menyimpan formulir kosong yang telah ditandatangani dan fotokopi kartu identitas nasabah.
• Memastikan proses penjualan yang tepat untuk memastikan pelaksanaan TCF (Treating Customers Fairly) secara konsisten untuk menghindari kasus mis-selling.
• Bertanggung jawab atas kontrol yang memadai atas keys/combination sesuai dengan pendelegasian wewenang

Other Responsibilities:

• Embed Here for good and Group’s brand and values in branch
• Performed other responsibilities assigned under Group, Country, Business or Functional policies and procedures
• Adherence to Cross Border process, compliance & operations risk

Tanggung Jawab Lain :

• Menanamkan merek dan nilai-nilai dari Here for Good dan SC Group di Kantor Cabang
• Menjalankan tanggung jawab-tanggung jawab lainnya yang diberikan berdasarkan kebijaksanaan dan prosedur dari Group, Standard Chartered Bank Indonesia, Bisnis atau Fungsional
• Mematuhi proses, kepatuhan dan resiko operasional Lintas Wilayah

KEY STAKEHOLDERS :

Internal :

• Affluent Segment
• Retail Products & Digital Banking
• Client Contact Center
• Client Experience
• CPBB Operations
• CDD & FCC
• Legal & Compliance
• Business Risk Management
• Audit Internal
• IT & Property
• HR

External :

• Clients

KEY MEASURABLES

Progress against balanced scorecard (KPI) targets:

• Priority Clients’ Qualified numbers
• Footing growth
• Revenue from all products officially approved by SCB Indonesia
• Adherence to process, compliance & operations risk.
• Customer satisfaction scores reflected in Net Promoter Score (NPS)

Tolak Ukur Penilaian

Perkembangan berdasarkan target resmi yang ditetapkan (KPI) seperti di bawah ini:

• Jumlah nasabah Kelompok Layanan Nasabah Prima dengan minimal TRB equivalen IDR 500,000,000 (Qualified Clients)
• Pertumbuhan Nilai Kelola
• Pendapatan yang diperoleh dari seluruh produk yang resmi dari SCB Indonesia
• Kepatuhan terhadap proses, kepatuhan, dan risiko operasional.
• Nilai Kepuasan Nasabah yang tercermin di Net Promotor Score (NPS)

TALENT

Key Talents required for a successful Relationship Manager :

• Motivation : Competitor, Intensity
• Influence : Action Oriented, Courage
• Work style : Connectivity between Sales & Customer Centricity
• Relationship : Accountability, Builder, Contribution
• Process : Growth Orientation, Performance Orientation
• Talenta-talenta yang dibutuhkan untuk keberhasilan seorang Relationship Manager :
• Motivasi : Kompetitif, Intensitas
• Pengaruh : Mengarah kepada tugas, Keberanian
• Gaya bekerja : hubungan antara penjualan dan kebutuhan nasabah
• Hubungan : dapat dipercaya, pembangun, kontribusi
• Proses : berorientasi pada pertumbuhan, berorientasi pada performa

Our Ideal Candidate

KNOWLEDGE & SKILLS

• At least 3 years experience in financial service industry (or sales and service in related industry) with demonstrated success in sales, service and acquisition
• Strong product & knowledge of Liabilities and Wealth Management (WM) products and also market conditions
• High execution focus and drive for results
• Strong communication & interpersonal skills

PENGETAHUAN DAN KETRAMPILAN :

• Sekurang-kurangnya memiliki pengalaman di bidang industry keuangan (atau di bidang penjualan/jasa di industry yang terkait) selama 3 tahun dengan menunjukkan prestasi dalam penjualan, pelayanan dan akuisisi
• Memiliki pengetahuan yang kuat mengenai produk-produk Simpanan dan Wealth Management (WM) dan juga mengenai kondisi pasar
• Memiliki orientasi dan fokus yang tinggi terhadap kinerja
• Memiliki kemampuan yang baik dalam berkomunikasi dan berinteraksi

LICENSES (CERTIFICATIONS) :

• WPPE-P
• AAJI
• LSPP LEVEL 1

Role Specific Technical Competencies

• Addressing Customer Needs
• Anti Money Laundring Policies and Procedures
• Bank Account Features and Services
• Cross Selling
• Customer Acquisition
• Customer Experience Management
• Customer Support Policies, Standard and Procedures
• Effective Communications
• Field Sales
• Regulatory Environment – Financial Services
• Sales Proposal and Presentation
• Manage Conduct
• Business – Product and Processes
• Business- Market Knowledge

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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 youre 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 cant 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, youll 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks 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.

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