Pipeline JR - Branch Sales & Service Manager Pipeline JR - Branch Sales & Service Manager …

Standard Chartered Bank Malaysia Berhad
in Kota Kinabalu, Sabah, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Bank Malaysia Berhad
in Kota Kinabalu, Sabah, Malaysia
Permanent, Full time
Be the first to apply
Pipeline JR - Branch Sales & Service Manager
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

Inbound NTB/ETB sales
· To proactively address walk-in NTB clients (any segment) sales needs; Pull generated from ATL/online, catchment campaigns, word of mouth.
· Activate NTB clients, and set up and educate clients on remote channel usage i.e: online, Client Centre, ATM; Hand over client to Priority or Business Banking Team if required.
· To proactively upgrade and convert ETB PsB clients to qualified Priority Banking client via AUM top up

Inbound ETB Service-To-Sales
· To proactively address walk-in ETB clients (any segment) sales needs (may be from Service to Sales); Service client on initial request and broaden to Next Best Conversation based on ETB analytics.
· Direct and educate walk-in clients to use self-serve channels, and handle service requests via low-counters where requested by clients, actively seek Service to Sales opportunities.


Deepening Activities
Listen, explain & sell (in person)
· Understand needs of walk-in clients by actively providing quality, efficient after sales services.
· Proactively explain respective banking proposition that fits Clients Ingoing Needs/anchor products, e.g: CASA, Mortgage, CC, BC CASA.
· Proactively refer for specialised needs; e.g: simple wealth products.

Deep sell (in person)
· To maximise cross sell opportunities by immediately broaden the conversation to include fuller bundle
· Actively refer to Business Banking Acquiring Team for BC lending needs, e.g: debit & credit card (individual)

Prepare, set up, & activate
· Ensure required documents are available when in need by :
· Compiling required documents
· Conduct CDD
· Opening of new account / activate products
· Tag clients to the right segment.
· Refer respective business clients to BC Banking Team and Affluent to Priority Banking Team.

· Actively fulfil basic service need and pass on rest to Client Centre or CSM.


· To achieve agreed revenue and new sales targets.
· Agreed service standards to customers.
· 100% Operation control under operation risks guidelines and sales compliance.
· To cascade and live the values.
· To undertake special projects / assignments.
· Non compliance and control weaknesses inherent in the selected samples are detected and duly reported
· No unsatisfactory compliance reviews and audits on the conduct of CST and record keeping
· No overdue Control Sample Testing (CST).
· Maintaining robust controls and monitoring actions


Skill requirements
Product broadening
· Basic banking products knowledge - CASA, Mortgage, PL, Credit Cards & Simple Wealth
· Market and competition knowledge
Client engagement
· Closing deals
· Ability to drive and manage client interaction
· Good communication & presentation skills
· Negotiation and objection handling
· Client training on digital solutions

Journey completion
· Discipline and good time management to handle client needs
· Ability to solve problems and close issues without handing over
· Strong analytical ability
· Understanding of CDD principles
· Interpersonal and complaint handling skills
· Bank's product knowledge
· Understanding of policies and procedures
· ABM rules / Bank Negara FEA regulations
· Branch Operations Manual (WEBOM) /MIC/ group circulars/bank policy and tariff of charges