Personal Financial Manager – Standard Chartered Bank

Standard Chartered PLC is a leading international bank, listed on the London, Hong Kong and Mumbai stock exchanges. It has operated for over 150 years in some of the world’s most dynamic markets and earns more than 90 per cent of its income and profits in Asia, Africa and the Middle East. This geographic focus and commitment to developing deep relationships with clients and customers has driven the Bank’s growth in recent years.

With 1,700 offices in 70 markets, Standard Chartered offers exciting and challenging international career opportunities for around 85,000 staff. It is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. The Bank’s heritage and values are expressed in its brand promise, Here for good.

Job Description

Role is for a Personal Financial Manager (PFM) in a large and high complexity branch. The incumbent would be expected to manage a team of Personal Financial Consultants working closely both with the Branch Head and the Segment Head. He/She would be expected to acquire, grow and deepen customer relationships in the Personal segment through excellent service delivery, with a special focus on understanding, analysing and satisying the personal financial and investment needs of these customers.

Key Roles & Responsibilities

1). Generate new business to achieve defined sales targets

• In consultation with the Branch Manager, draw up monthly plans for achieving new business and customer acquisition goals committed for the assigned branch.
• 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, actively drive in-branch staff training.
• Actively participate in marketing and promotional activities for customer acquisition.
• Solicit referrals from other parts of the SCB Group especially during periods of staff incentive promotional drives.

2). Build and deepen relationships with Personal Segment customers to increase the banks share of wallet and revenues

• In consultation with the Branch Manager, determine monthly plans and implement sales and service processes to achieve committed targets for incremental business from existing Personal Segment customers and prospects, 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 Segment customers to support relationship building and cross-selling efforts.
• Conduct highly professional consultative financial analysis and profiling sessions with wealth Customers to identify suitable local / cross-border financial, insurance, property and investment products and services for them in order to achieve their personal financial and investment objectives.
• Foster and deepen customer relationships by providing regular market information updates and trend analyses on local and international equities, unit trusts, bonds and other investment instruments through market specialists, for appropriate follow up calls / visits to assist them in their investment decisions.
• 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 wealth Customers who are self-employed professionals and businessmen.

3). 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.
• Management of Service Delivery – Review of staff output to ensure adherence to specified service standards. Manage / recommend workflow changes for greater efficiency.
• In liaison with the Branch Manager, plan and manage staff administrative issues for direct reports e.g
• Supervise day to day operational activities in the front office.
• Ensure all positions are manned
– Carry out responsibilities Organize work flow and staff leave
– Staff coaching and training where needed for improve performance.
• as may be from time to time.

5). Ensure Ongoing self-development

• Self motivation for personal improvement of core especially in relationship management, financial planning and analysis, investment counselling, and recommending training in appropriate aspects.
• Upgrade knowledge and be conversant with contemporary 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.

6) KYC / money laundering
• Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”.
– Take all reasonable steps to verify and identify our customers e.g. completing Know Your Customer checklist for all customers
– Retain adequate records of identification, account opening and transactions
– Raise awareness of money laundering prevention by training all staff
– Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by
adhering to the key principles in relation to:
– “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing
suspicions to customers”.
• Monitoring of Branch registers to ensure compliance with standards.
• Ensure reduced / minimal operational irregularities.
• Resolving exceptional investigations and inquiries and liaising with other functions to ensure that issues are resolved.
• Analysis and reporting of management statistics

1). Generate new business to achieve defined sales targets

• In consultation with the Branch Manager, draw up monthly plans for achieving new business and customer acquisition goals committed for the assigned branch.
• 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, actively drive in-branch staff training.
• Actively participate in marketing and promotional activities for customer acquisition.
• Solicit referrals from other parts of the SCB Group especially during periods of staff incentive promotional drives.

2). Build and deepen relationships with Personal Segment customers to increase the banks share of wallet and revenues

• In consultation with the Branch Manager, determine monthly plans and implement sales and service processes to achieve committed targets for incremental business from existing Personal Segment customers and prospects, 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 Segment customers to support relationship building and cross-selling efforts.
• Conduct highly professional consultative financial analysis and profiling sessions with wealth Customers to identify suitable local / cross-border financial, insurance, property and investment products and services for them in order to achieve their personal financial and investment objectives.
• Foster and deepen customer relationships by providing regular market information updates and trend analyses on local and international equities, unit trusts, bonds and other investment instruments through market specialists, for appropriate follow up calls / visits to assist them in their investment decisions.
• 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 wealth Customers who are self-employed professionals and businessmen.

3). 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.
• Management of Service Delivery – Review of staff output to ensure adherence to specified service standards. Manage / recommend workflow changes for greater efficiency.
• In liaison with the Branch Manager, plan and manage staff administrative issues for direct reports e.g
• Supervise day to day operational activities in the front office.
• Ensure all positions are manned
– Carry out responsibilities Organize work flow and staff leave
– Staff coaching and training where needed for improve performance.
• as may be from time to time.

5). Ensure Ongoing self-development

• Self motivation for personal improvement of core especially in relationship management, financial planning and analysis, investment counselling, and recommending training in appropriate aspects.
• Upgrade knowledge and be conversant with contemporary 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.

6) KYC / money laundering
• Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”.
– Take all reasonable steps to verify and identify our customers e.g. completing Know Your Customer checklist for all customers
– Retain adequate records of identification, account opening and transactions
– Raise awareness of money laundering prevention by training all staff
– Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by
adhering to the key principles in relation to:
– “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing
suspicions to customers”.
• Monitoring of Branch registers to ensure compliance with standards.
• Ensure reduced / minimal operational irregularities.
• Resolving exceptional investigations and inquiries and liaising with other functions to ensure that issues are resolved.
• Analysis and reporting of management statistics

OPERATIONAL RISK MGT AND CONTROL
• Ensure money laundering requirement as follows:

– Full awareness of money laundering prevention.
– Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by
adhering to the key principles in relation to:
– “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing
Suspicions to customers”, observe clear desk policy always.

• Monitoring of Front Office Branch registers to ensure compliance with standards.
• Ensure reduced / minimal operational irregularities.
• Resolving exceptional investigations and inquiries and liaising with other functions to ensure that issues are resolved.
• Analysis and reporting of management statistics
• Ensure Safe custody (under dual custodianship) and release of Financial Instruments and Daily Review of Control Reports and Timely Escalation of at risk items.

Qualifications & Skills

• Minimum of a 2nd Class Honours degree in a Business related or other relevant course.
• Minimum 6-9 years sales experience in a similar role
• Strong sales and relationship management skills
• Very strong Communication and Interpersonal skills.
• Role holder is expected to have detailed knowledge of Service Delivery and a competent understanding of Lending and Wealth Management products.

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

Diversity & 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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