Principal, Relationship Manager

Job Summary

• This role is for a Relationship Manager who will both acquire and manage High Net Worth Individual (HNI) / Ultra High Net Worth Individual (UHNI) clients.

Key Responsibilities

Strategy:

• Strategies for business development and revenue generation
• Business objectives and goals

Business:

Acquisition & Sales Management:

• Generate new business to achieve defined targets in terms of no. of customers, volumes and revenue.
• Achieve the Targets set in terms of product mix, active/ passive ratio, liability targets, no. of transactions.
• Achieve "best in class" productivity to maximize the efficacy of the sales process.
• Achieve the budgeted cross sell targets, consistency and penetration.
• Aggressive Sales call plans to acquire large prospective customers through referrals.
• Ensure coverage of customer base in accordance with the approved contact plans.
• Update & maintain all Sales MIS (Calls, Prospects, Attritions, Business done, etc.)
• Constantly update product and process knowledge by successfully attending trainings/obtaining certifications.

Customer Relationship Building:

• Effectively meeting customer expectations and handling/reducing customer complaints.
• Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
• Manage the portfolio to de-risk against attrition and achieve stability of book.
• Have complete knowledge of the customer base in terms of the profile, demographics & psychographics and assets in the Bank and in other places.
• Serve as the one-point contact to the High-Net-Worth customers of the Bank

Processes:

• Ensure compliance with laid down process and procedures.
• Facilitate and Implement work process improvements.
• Ensure compliance with Global Process Standards on Customer Data Confidentiality.

Risk Management:

• Ensure KYC/AML updates, proper/zero error documentation.
• Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
• Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, anti-misselling, etc and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

Governance:

• To be able to detect any suspicious transactions, Money laundering, forgeries etc
• Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures.
• Ensure all GPS standards are followed and adhered.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Good knowledge groups policies, standards, local regulations and legislations of the prevention of money laundering and adherence to group code of conduct.
• Obtain Security & Commodity Authority (SCA) license and timely completion of Continuous Program Development (CPD) requirement post SCA licensing.
• This is a mandatory requirement for the role.

Key stakeholders:

Internal:

• Clients Segments
• Analytics and Digital teams
• Wealth Solutions teams
• Branch Managers
• CABM
• CFCC

External:

• Existing and Prospective Customers - for acquisition and retention of business

Other Responsibilities:

• Ability to maintain a highly decent professional environment in the bank/branches.
• Educate Clients on the usage of other delivery channels.

Skills and Experience:

• Manage Conduct
• Manage Risk
• Manage People
• Spot Opportunities
• Solve Problems
• Take the Lead
• Build Resilience

Qualifications

• First degree.
• Relevant experience in sales and relationship management managing HNI/UHNI
• Experience in handling all Banking & Investment Products.
• Demonstrated ability in sales planning.
• Strong communication and negotiation skills with the ability to influence outcomes.
• Networking ability to manage interdepartmental deliverables.
• Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit.
• Good understanding of the business environment in Nigeria preferably with direct contacts with the local HNI community.
• Computer literacy at the user level.
• Adapting to multi-cultural environment.
• Good knowledge of capital markets and financial planning.
• The CBN grade for this role will be : PM - AGM.