The Role
Manage and grow a portfolio of high-net-worth clients through visits, sales, retention and cross-selling of bank products. Monitor credit facility utilization, resolve service issues, ensure high-quality customer service, apply risk and control frameworks, organize client events, and coach branch staff to achieve sales targets and improve client engagement.
Summary Generated by Built In
KE RESPONSIBILITIES:
• Responsible for Portfolio growth (Assets, Liabilities, Investment products and Insurance) through customer visits, sales, and retention.
• Continuously monitor utilization of credit facilities and other products such as overdrafts. Identify and resolve under utilization by contacting customers to determine the reasons and escalating service issues.
• Customer retention, maximising benefit from customers through cross-selling relevant I&M Bank products in the segment.
• Organize/propose quarterly events for customers within the region for more effective engagement and relationship enhancement in order to improve the I&M Bank brand image in the market.
CUSTOMER SERVICE
• Ensure quality of service in the portfolio and management of customer expectations through effective queries, complaints, and correspondence handling in a timely manner as per service operating standards.
• Conduct initial screening interviews with prospective clients and maintain familiarity with customers’ relevant documents.
RISK AND CONTROL
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture.
• Understanding of own role in the end to end processes in which you play a part, including applicable risks and controls.
• Adhere to I&M Bank policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• All mandatory training completed to deadline.
STAFF MANAGEMENT
• Achieve agreed sales targets for new accounts, cards, assets and liabilities through a proactive calling program.
• Guide and coach other bank employees (personal bankers and customer service Officers) on how to handle Select Banking clients. • Ensure an effective call program is maintained on all allocated relationships and prospects. The calls should be recorded and filed. • Keep abreast of the rapid pace of product/service development, suggest possible best solutions for improving offerings to Select banking clients.
• Manage Portfolio movement reports, revenue per customer and take action on any abnormalities observed.
• Review reports from branches indicating income levels of existing personal banking clients and identify names that could be migrated to select banking.
RequirementsRequirements
QUALIFICATIONS:
• Bachelor’s degree in finance, Business, Economics, or a related field. A master’s degree or professional certifications (CFA, CFP) is a plus
• 5 years banking/ service experience, preferably dealing with high net-worth individuals in a portfolio context.
• Strong Chinese speaking skills with sales background.
• Experienced in upholding the highest levels of service.
Skills Required
- Bachelor's degree in Finance, Business, Economics or related field
- 5 years banking/service experience, preferably managing high-net-worth client portfolios
- Strong Chinese speaking skills with sales background
- Master's degree or professional certifications (CFA, CFP)
- Proven track record upholding high levels of customer service
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The Company
What We Do
Ubuntu Impact Limited is a Human Capital Consulting Firm committed to delivering reliable solutions that drive positive change and foster substantial growth for organizations and people.
