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Assistant Relationship Manager - Premium

Standard Chartered
Dubai, UAE
Full Time
Entry
1 weeks ago
Relationship ManagementCustomer EngagementSalesWealth ManagementCommunicationNegotiation
Free

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Job Summary

  • To support the Senior/Associate Director in revenue generation, customer acquisition, relationship deepening, portfolio growth and business development across both the Premium and Priority Banking segments through a dedicated virtual engagement model.
  • The Assistant Relationship Manager (Virtual) is responsible for managing and servicing an assigned portfolio of Premium and Priority Banking customers through proactive telephone, video and digital engagement channels.
  • The role will support the growth of Priority Banking by developing Premium Banking customers towards Priority qualification through consistent customer engagement, portfolio reviews, needs based conversations and wallet share expansion.
  • The Assistant Relationship Manager (Virtual) acts as the primary virtual point of contact for assigned customers and is responsible for maintaining high levels of customer activity, relationship penetration, service excellence and sales productivity.
  • This role forms part of the UAE National Talent Development pathway within Priority Banking and provides a structured progression route.

Key Responsibilities Strategy

  • Supporting in induction of all (NTB) new customers brought in by the Senior/Associate Director.
  • Achieve best in class productivity to maximize efficacy of the sales process by providing support to Senior/Associate Director.
  • Update & maintain all MIS (Calls, Prospects, Attritions etc.).
  • Maintain and update customer information on CEMS. Accurate and timely generation of reports.
  • Activation of dormant accounts.
  • Constantly update product and process knowledge by successfully attending Tests/Quizzes/Certifications.
  • Conduct proactive outbound calling activities to Premium and Priority Banking customers in accordance with the Contact Management Plan.
  • Identify customer needs and opportunities through regular customer engagement and financial conversations.
  • Generate opportunities across Investments, Insurance, Deposits, Liabilities and Wealth Management solutions.
  • Support acquisition and retention activities through virtual engagement channels.
  • Identify Premium Banking customers with Priority qualification potential and actively support their progression into Priority Banking.
  • Increase customer wallet share, Assets Under Management and product penetration through structured customer engagement.

Key Responsibilities Business

  • Supporting in induction of all (NTB) new customers brought in by the Senior/Associate Director.
  • Achieve best in class productivity to maximize efficacy of the sales process by providing support to Senior/Associate Director.
  • Update & maintain all MIS (Calls, Prospects, Attritions etc.).
  • Maintain and update customer information on CEMS. Accurate and timely generation of reports.
  • Activation of dormant accounts.
  • Constantly update product and process knowledge by successfully attending Tests/Quizzes/Certifications.
  • Conduct proactive outbound calling activities to Premium and Priority Banking customers in accordance with the Contact Management Plan.
  • Identify customer needs and opportunities through regular customer engagement and financial conversations.
  • Generate opportunities across Investments, Insurance, Deposits, Liabilities and Wealth Management solutions.
  • Support acquisition and retention activities through virtual engagement channels.
  • Identify Premium Banking customers with Priority qualification potential and actively support their progression into Priority Banking.
  • Increase customer wallet share, Assets Under Management and product penetration through structured customer engagement.

Key Responsibilities Customer Relationship Building

  • Build and deepen relationships with existing Priority Customers.
  • Build and deepen relationships with Premium Banking customers to support future Priority qualification.
  • Effectively meeting customer expectations and handling/reduction of customer complaints.
  • Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
  • 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.
  • Conduct regular customer reviews through telephone, video and digital engagement channels.
  • Develop long term customer relationships through consistent and proactive engagement.
  • Support customer retention and relationship growth across both Premium and Priority Banking portfolios.
  • Ensure customers receive timely servicing and relevant financial solutions aligned to their needs and objectives.

Key Responsibilities Processes

  • Ensure compliance of laid down process and procedures.
  • Facilitate and Implement work process improvements.
  • To ensure compliance with Global Process Standards on Customer Data Confidentiality.
  • Ensure all customer interactions are accurately documented within approved Bank systems.
  • Maintain quality customer engagement standards across all virtual communication channels.
  • Execute customer contact activities in line with the Contact Management Plan and applicable service standards.

Key Responsibilities People & Talent

  • Lead through example and build the appropriate culture and values.
  • Ensure the provision of ongoing training and development of people.
  • Employ, engage and retain high quality people, with succession planning for critical roles.
  • Responsibly delegate work to staff, providing coaching and support where required.
  • Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards.
  • Participate actively in learning, certification and development programmes.
  • Support the development of UAE National talent and contribute positively to the ARM talent pipeline.

Key Responsibilities Risk Management

  • Ensure KYC/AML updates, proper zero error documentation.
  • Updating the C Manager, adhering to the Contact Management Plan.
  • 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 report any suspicious transaction immediately.
  • Ensure full awareness of all policies relating to operational risk, sales processes, anti misselling, etc and comply.
  • Read, understand and comply with all provisions of the Group Code of Conduct.
  • Ensure all virtual customer interactions are conducted in accordance with approved sales processes, regulatory requirements and customer suitability standards.
  • Maintain accurate records of customer conversations, recommendations and engagement activities.

Key Responsibilities 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.
  • Ensure all customer engagement activities conducted through telephone and digital channels comply with internal governance standards and regulatory requirements.

Skills And Experience

  • University Graduate.
  • Relevant experience in relationship management, virtual relationship management, wealth management, contact centre banking, customer engagement or financial services.
  • Experience in handling all Banking Customer Services & Investment Products.
  • Strong communication and negotiation skills with the ability to influence outcomes.
  • Excellent telephone based relationship management and customer engagement skills.
  • Networking ability to manage interdepartmental deliverables.
  • Good understanding of the business environment in UAE preferably with direct contacts with the local HNI community.
  • Proficiency in Computers.
  • Proficiency in CRM, customer engagement and digital communication platforms.
  • Adapting to multi cultural environment.
  • Good knowledge of banking practises and regulations.
  • Anti Money laundering, Sanctions/Compliance Training and Basic Banking Practice.

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