Standard Chartered Bank - Team Leader - Priority Clients - Branch Banking

SALES AND SERVICE OBJECTIVES

Maximize sales performance to achieve given revenue targets for self and team as well as that of the branch through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)

Provide support for new product launches, and champion new sales initiatives. Device strategies to acquire large prospective customers through referrals, maximize market share in the catchment area of the branch, by below the line activities and promotions. Coordinate customer events along with the product team

Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Improve product per customer holding.

Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints

Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service

Achieve best in class productivity in order to maximize the efficacy of the sales process.

Have complete knowledge of the customer base in terms of the profile, demographics & psychographics and assets in the Bank and in other places.

He/She is aware of banks Mis-selling & Sales Policies and ensure adherence all the times.

OPERATIONS & COMPLIANCE

Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars

Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

PEOPLE MANAGEMENT

Ensure branch staff work as a cohesive motivated and top performing sales and service team

Achieve high employee satisfaction and retention of good performers

Identify and address training needs of staff on an on-going basis.

SEGMENT OWNERSHIP

Implement all segment/ product initiatives in the catchment (PRB/ Excel/ NR/ SME/ Mortgages)

Jointly own the delivery of segment / product (PRB/ Excel/ NR/ SME / Mortgages) targets with the segment associate directors/ branch managers

OTHERS

Find ways to improve operational efficiency and control costs to meet cost budgets

Ensure effective transaction migration to alternate channels of banking

Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

Responsible for health and safety for all. As part of the Health and Safety guidelines you should:

Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;

Ensure that your actions do not put others at risk; Work in a healthy and safe manner;

Encourage others to work in a healthy and safe manner;

Report all accidents and incidents and bring to the attention of the management any hazard in the workplace