Associate Director - Affluent Relations

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

• Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured) • Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts • Participate actively in branch sales planning to generate action plans for meeting targets • He/She is aware of bank’s Misselling & Sales Policies and ensure adherence all the time. • Ensure high level of customer service in the Branch. Manage difficult customer situations • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections • Ensure transactions are processed with a high level of accuracy and commitment to satisfy customer needs • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints • Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service • Take responsibility for general reconciliation and control activities • Find ways to improve operational efficiency and control costs to meet cost budgets • Be multi-skilled to handle all kinds of transactions and services in the bank • Manage growth and attrition of the base, facilitate customer up-streaming. Improve product per customer

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. • Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance • Responsible for health and safety for all. As part of the Health and Safety guidelines you should: • Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace; • Ensure that your actions do not put others at risk; Work in a healthy and safe manner; • Encourage others to work in a healthy and safe manner; • Report all accidents and incidents and bring to the attention of the management any hazard in the workplace. • Provide outstanding client experiences. • Organised, follow-up leads, complete and record appointments, close customer requests • Support our clients to meet their financial needs, as they progress through their career and life-stages. • Build relationships for the long-term and understand clients’ financial needs and aspirations to grow, manage and protect their wealth, with appropriate investment solutions. • Keep abreast of market trends, new product offerings and the latest campaigns.

• Banking knowledge and sales experience. • Excellent communication, interpersonal and relationship building skills. • Ability to learn new products and services quickly. • Market awareness and benchmarking. • Management information. • Work in a flexible and agile way. • Courageous, creative, responsive, and trustworthy. • Thrives in an international environment. • Enjoys being in a team, engaging with co-workers. • Motivated self-starter, identifying opportunities. • Maintains a high standard of personal conduct and lives our valued behaviours.

Role Specific Technical Competencies • Product/Market knowledge • Communication/Presentation Skills • Relationship Management

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global employee assistance programme, sick leave, mental health first-aiders and self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual, and digital learning.

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We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.