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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.
JOB PURPOSE 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.
KEY RESPONSIBILITIES 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.
Service · Actively fulfil basic service need and pass on rest to Client Centre or CSM.
KEY MEASURABLES :
· 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
TALENT, RESOURCES & SKILLS:
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