Privilege Banking Hub Manager

1.     Sales and Service Management

·         Reference point for decisions and providing direction / guidance to PB Hub on day to day sales related matters.

·         Driving consistent high RM sales performance and SRM service delivery in timely / accurate manner for any escalations needed, if applicable.

·         Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to support RM / SRM on obtaining comprehensive product updates that is exclusive to our affluent customers

·         Supporting sales approvals & escalation of complaints/issues.

2.     People & Productivity Management

·         To lead, plan and manage the team’s sales / service in achieving business objectives in accordance to management directives while aiming for optimal efficiency.

·         Responsible to oversee the overall daily management of PB Hub towards maintaining and improving staff engagement and productivity.

·         Provide regular coaching and follow up to uplift performance in sales

·         To guide / supervise the team in aiming to achieve given targets, addressing sales and service gaps and up-skilling the team through essential training programs.

·         Recruiting the right staff for RM and SRM role while ensuring adequate staff capacity to meet business headcount requirement.

·         Working closely with Regional Head / Cluster Sales Head to maintain an environment which promote success, teamwork and professional growth.

·         Conducting meetings / briefings to cascade information on Bank’s procedural changes for sales matters on a timely basis.

·         To ensure that all staff have the correct aptitude and attitude in wanting to provide the best level of sales / services to PB customers that exceed the customers’ expectations.

3.     Franchise Building

·         Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening.

·         Expand new customer base & New Investment Account through promoting and encouraging referrals from existing PB customers or through personalized service recovery efforts.

·         Maintain good relationship with branches’ network of SME and Alliance@Work

4.     Governance & Control

·         Responsible in managing and ensure that audit findings for sales lapses / gaps are fixed with no repetitive findings.

·         Ensure all sales activities are compliance with Group’s standards and regulatory requirements which includes but not limited to AMLA, KYC, Credit Risk Management, and Financial Act.

·         Identify areas of improvement, sales process gaps and provide recommendation / solution for improvement to Regional Head / Cluster Sales Head.

Skills  

·      Strong leadership skills

·      Excellent interpersonal skill with both internal and external customers

·      Customer-oriented approach in Problem Solving/Decision Making/Analytical Thinking

·      Ability to work with different levels across banks

Knowledge

·      Strong knowledge of the banking and financial services industry.

·      Strong knowledge of regulatory framework

Experience

·      Degree in banking and finance, accounting or business administration

·      Minimum 10 years banking experience, with minimum 3-5 years working in an RM role and experience in branch banking with exposure in sales and service aspects

·      Exhibits leadership and management skills that inspires high performance from staff