Associate Director, Sales & Service Manager

Job Description

The role is designated to combine world class services and seamless sales delivery of the banks products and solutions in order to achieve high client satisfaction and loyalty, as well as growing the revenues of selected clients. Builds strong service focused relationships and rapport with key clients to increase wallet shares & revenue retention for TB by:Opportunity Identification/Top-Line GrowthIndependently manage and own revenue outcomes for specific tagged accounts. Client list to be agreed with line manager and regional segment heads.Conduct comprehensive service reviews with client Operations and Product staff ensuring engagement at all levels of the client organization to drive product sales and cross-sell opportunities.Explore opportunities (as part of service reviews) and recommend specific product/services which can be offered to client, after analyzing customer data and /or stated requirements.Review client data and alerts for cash/trade volume changes, facility utilization and potential changes in service levels; track branch volumes and highlight volume dips/gains.Regularly interact with client/client branches who give us high volumes/business to help strengthen relationship.Client Service ExperienceBuild strong client relationships by providing excellent Customer Service for resolving Trade and Cash inquiries in real time, ensuring smooth delivery of cross border products and services.Attend to client issues promptly and effectively - taking help of colleagues in the network, conducting root cause analysis, suggesting workable / permanent solutions, escalating major issues to relevant stakeholders and following up with relevant teams to ensure case closure at the earliest.Identify opportunities to improve efficiency and performance of service delivery; leverage Voice of Client reviews to change service processes and optimize channel usage.Train clients to help them achieve superior operational performance high STP rates, low operational risk, accurate and prompt SR7 queries etc.Proactively engage with, and on behalf of Sales visiting high volume /high enquiry clients periodically to understand client issues and strengthen relationships at Business and Operations levels.Review customer satisfaction surveys; participate in key improvement initiatives where necessary.Conduct Service Reviews for key clients and/or branches. List of clients and periodicity to be agreed with GTS and signed off by RSH.Participate in Global RFPs as Service Specialist to discuss service solutions for clientsBuild stronger and stickier relationships through engagement at multiple levels with clients such as FI team, Treasury teams, and Compliance team alongside operations team.Monitor and encourage customers to use SCB electronic platforms, such as Straight2bank, Info Manager etc.,Conduct periodic client trainings on various features of Straight2bank and other operational efficiency.Additional ResponsibilitiesIn absence of Sales, manage their functions with respect to handling client calls, resolving enquiries and/or providing information sought.Keep up to date with new product offerings/services and processes.Assist Sales to design, conduct and participate in client events for the market and region.In conjunction with other Sales team members and RMs, manage the RFI process to ensure client responses are accurate and complete.Promptly act on all compliance queries related to clients.Work closely with the FI/TB team on the completion of client KYC/CDD file following changes to correspondent banking CDD standards.Be aware of and fully compliant with the TB operational risk and governance frameworkManaging account opening process after T&C has been accepted by the clients. This includes coordinating between the FI/RM teams in the booking locations, operations team and managing client expectations. Other product implementations are also handheld by TBCM.Input non-standard and complex client queries into GEMS trackerBuild strong relationships with internal stakeholders especially COBAM, Trade Operations, CMO, etcRisk ManagementManage all TB Sales risks in the Country (incl. through BORFs & CORCs), conform to global standards, improve risk metrics, e-enablement & culture, and ensure no failed audits (internal & externalAdhere to good sales practices in relation to relevant policies, behaviors (per Culture, Conduct & Behaviors) and FOSAF.GovernanceBuild strong knowledge of local regulations and initiatives of local industry bodies to ensure the business is ahead of the regulatory change agendaProactively engage business & functional partners / stakeholders to drive the origination sales agenda with clientsPromote the SCB brand and exemplify the values of the Group in all undertakings, including adherence to the Group Code of Conduct.Regulatory & Business ConductDisplay 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.Achieve the outcomes set out in the Bank s Conduct PrinciplesFair Outcomes for Clients;Effective Financial Markets;Financial Crime Compliance;The Right Environment.Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.Key stakeholdersInternalHead of TB Banks SalesCountry Chief Information Officer / WB Ops HeadTB Sales ManagersGlobal/Regional/Country Account ManagerRegional/Country CSG Client Service ManagerSolution DeliveryGAMsProduct ManagersSenior Managers, Managers from other related departmentsInternal (Purpose)To assist with client plans and gain commitment for rolling our sales plans.Train and guide RMs in related transaction banking products and services to facilitate achievement of sales plansTo provide direction, consistency and support on Client Service issuesTo resolve interdependencies, prioritiesManagement of service deliveryTo share best practice and build cross border service solutionsTo provide client feedbacks, MIS data on transactional volumes, utilization, etc for service enhancementAlign with Group and country business units (TB, CIC and CSG) the strategy to improve share of wallet and revenueExternalKey personnel of Global Key clientsBanksExternal (purpose)To understand trends affecting customers and prospects businesses in order to structure working capital solutions and sell them our products and servicesTo be the escalation point for service problems, enquiries and investigationsTo conduct Global Service Reviews and cross border service issuesOur Ideal CandidateQualificationsLinguistic Requirements: fluent in English, any other language is a bonusRole Specific CompetenciesExecuting and managing the strategy for selling solutions across all Transaction Banking products to a portfolio of selected clients partnering with the CIC.Acting as the main TB Sales on selected relationships to develop them and to drive revenue growth across TB products, while maintaining appropriate relationship-level returns and meeting annual Sales targets.Acting as Sales and Service Partner for select County portfolio of banks, as escalation point for all operational & service issues across the network. You will be working together with TB Sales responsible, RMs, Product Sales, Operations and other key internal stakeholders to develop clients pre-origination service solutions, manage post origination needs, identify opportunities and deliver the Bank s services.Develop in role to acquire Product knowledge, to become fully proficient in a range of SCB products and their application to clients.To support, assist and drive sales initiatives to defend and grow revenue wallet.,

Keyskills :
salesbusiness developmentaccountscustomer relationsamlcode of conductroot cause analysishandling client callskeeping things simple