To acquire, grow and deepen Personal and Priority Banking customer relationships through effective relationship management, with special focus on the analysis and satisfaction of Personal and Priority Customers’ personal financial as well as investment needs and objectives.
•To acquire, grow and deepen SME customer relationships through effective relationship management, with special focus in probing and confirming customer’s specific cash management problems, requirements and needs, and correspondingly formulates customized financial solutions.
•Deepening existing customer relationship for mass market segment to the appropriate service standards.
a. Generate new business to achieve defined sales targets
•In consultation with Business Manager/Branch Manager, draw up monthly plans for achieving new business and customer acquisition goals committed for the assigned branch(es).
•Source and call on individual prospects as well as organize and conduct sales presentations to groups, clubs, associations, companies and other organizations within the assigned branch(es).
•Lead / assist assigned branch(es) in upgrading and converting existing target branch customers for Personal Banking, Priority Banking and SME through staff training and presentations. The same goes for downgrades to the branch.
•Actively participate in Personal Banking, Priority Banking and SME marketing and promotional activities for customer acquisition
•Retention and expansion of relationship with existing customer to sustain consistent growth of AUM
•Solicit referrals from other parts of the bank and SCB Group.
b. Build and deepen relationships with existing Personal Banking Customers to achieve increase in share of wallet and revenues
•In consultation with Business Manager/Branch Manager, determine monthly plans and implement sales and service process to achieve committed targets for incremental business from existing Personal Banking Customers, and effectively:
a. carry out agreed sales initiatives
b. adhere to standards for frequency and type of customer contact
c. implement cross-selling and other relationship building activities, and
d. prioritize activities based on the level of existing/potential business and revenue contribution of customers in assigned portfolio
•build an information database on existing Personal Banking Customers to support relationship building and cross-selling efforts
•conduct highly professional consultative financial analysis and profiling sessions with Priority Customers to identify suitable financial and investment products and services for them in order to achieve their personal financial and investment objectives
•Achieves competency level in probing and confirming customer’s specific cash management problems, requirements and needs, and correspondingly formulates customized financial solutions
•foster and deepen customer relationships by providing regular market information updates and trend analyses on local equities, bonds and other investment instruments through market specialists, for appropriate follow up calls/visits to assist them in their investment decisions
•Demonstrates an extensive working knowledge on the overall Personal Banking, Priority Banking and SME Banking products and services including the features, benefits and competitive advantages
•Implement loyalty-rewarding programme(s) to reinforce customer relationships
•keep abreast of customers’ needs and conduct regular checks on market trends and competitors’ programme offering and activities for target customer groups so as to enable the local business and Group to initiate efforts to increase the attractiveness of the programme/product differentiation vis-a-viz local/global competition
•plan, target and cross-sell integrated business financial services to Priority Customers who are self-employed professionals or businessmen and vice-versa
c. Provide truly professional customer service to achieve a high level of customer satisfaction and retention
•Consistently adhere to local and international service standards
•Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner.
•provide a high level of professionalism in conducting financial analysis and profiling with customers
•Recommend improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency
d. Review & recommend credit applications and follow-ups including loan documentation
•(Within authorized limits whilst adhering to guidelines specified in the Personal Banking Credit Policy & Practice Manual and approved product programmes.)
e. Ensure ongoing self-development
•Motivate oneself to improve on personal skills especially in relationship management, financial planning and analysis, investment counseling, and recommending training in appropriate aspects
•Upgrade oneself in knowledge and new developments in banking, financial and investment products and services and ensure that certification and licensing requirements for the job are obtained as quickly as possible
f. Adherence to Sales & Marketing and Mis-selling Policy
•Ensure to uphold the Sales Covenant as appended
•Ensure to understand the features and risks of services provided or products sold;
•Ensure to explain and communicate service/product features and risks to customers clearly, accurately and comprehensively;
•Ensure to properly and comprehensively complete all necessary documentation
•Ensure to effectively and properly use any tools provided for the sale and marketing of consumer banking products and services.
•In marketing & selling investment products to customers ensure that:
a. they know their customers with respect to their wealth and income profile and investment objectives;
b. an appropriate risk appetite profile for each customer is completed and periodically reviewed;
c. the products marketed and/or sold to the customer are appropriate to the customer’s risk appetite profile and investment objectives;
d. they have checked the rules of engagement;
e. the product features and all relevant risks are clearly, accurately and comprehensively communicated to the customers; and
f. All relevant documentation is completed before a product is marketed or sold to the customer.
•To ensure that control procedures outlined in the Procedure Manual or DOI are fully implemented and ensure staff compliance with the same.
• To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities
•To comply with all relevant policies and procedures covering regulatory, local and group requirements
h. Anti Money Laundering (AML)
•To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager
•Ensure that effective arrangements are in place within branch of assignment for the prevention of money laundering in line with the Group Policy and Standards, AML Guidelines and other local legal/regulatory requirements. In particular, ensure that the objectives on reporting suspicious activities are met
•Ensure compliance with the Group’s standards and regulatory requirements pertaining to Money Laundering and KYC.
•Participate in and/or support the Bank’s effort in preventing money-laundering activities by ensuring that AML functions are undertaken as per job objectives
•Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, SRL checking, customer communication, implementing new requirements, acquire relevant knowledge and training, provide support to superior and subordinates.
i. Health and Safety
•Ensures compliance with Health and Safety group and local policies, rules and regulations.
Graduate of 4 year Business Course
•Average 2 years branch operation; sales or marketing experience
•Knowledge of banks products and services
•Flexibility and mobility
•Good Communication skills and selling skills