Head, Client Relationships – Standard Chartered Bank

High Value Segments – Priority and Business Clients

•Liaise with Country Segment on finalising Priority and Business Banking client relationships CVP
•To deliver Priority and Business Banking client relationships standard operating model and capacity framework, including
−client coverage and account assignment rules in a team-based way of working
− client contact and service standards
•Roll out engagement standards incl. Operating rhythm between RM’s & specialists
•Work collaboratively with Analytics to get “next best conversation”
•Strengthen hiring and career development model working with Country Segments and HR/TA for all job families under Client Relationships
•Set performance KPI’s and recognition standards
•Work with segments to achieve deepening targets (volumes) – for both Priority and BC. Conduct root cause analysis and debottleneck issues, as required
•Standardize required framework of MIS tracking with SBIM

General Mass Market – Branch Banking
§Liaise with Country Segment on Personal client relationships CVP
•Develop and deliver branch operating model, in particular support from Analytics on ‘next best conversation’ for deepening
•Design branch service & Sales framework, including walk-in client deepening strategies, and track implementation
•Standardize a framework for automation of service through STP and track implementation
•Develop hiring and career development standards for Branch Banking staff
•Develop sales KPI’s and recognition standards for Sales & Service models

Channel Optimisation
•Deliver transformation plan for separation of RM hubs and branches, and digital delivery of advice through specialists
•Deliver a transformation plan for branch transactions to digital, voice and machine based channels
•Develop a framework for transactions, including bulk transaction and track implementation
•Work on reporting requirements for digital execution in channels

System availability & stability
•Establish requirements of system support KCI with GTO/COO to ensure KPIs of client and staff experiences are well supported
•Be part of Business LT, PGC and GTO Forum representing the group client Relationship

Diversity and Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

 

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