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Privilege Banking Hub Manager

Location: 

MY, 93350

Category:  Permanent
Facility:  1323

JOB PURPOSE

  • Primarily responsible to manage a team of Relationship Managers, Service Relationship Manager (if any), Banca & Wealth Consultant in a PB Hub. He / She will be handling Wealth sales and service related matters / performance for entire PB Hub.
  • Plan, lead and drive sales / service excellence while maintain PB customer satisfaction level with discretion necessary to fulfill the Bank's goals, policies and guidelines.
  • Responsible for driving revenue and AUM growth of the cluster’s branches, inclusive of wealth products, lending referrals (AoA, credit card and personal loan) and deposit. Fully responsible for maintaining healthy balance sheet of PB Hub

 

KEY RESPONSIBIITIES

  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.

 

  1. 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.

 

  1. 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

 

  1. 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.

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