Principal Relationship Manager

Overview

This position focuses on serving walk-in customers by addressing their transactional needs through exceptional customer service, while simultaneously enhancing product adoption via cross-selling and striving to meet the assigned portfolio and revenue objectives.

Key Responsibilities

• Drive sales performance to achieve both individual and branch revenue goals by promoting liability products such as Current, Savings, Term Deposits, along with wealth management and asset-based products, both secured and unsecured.
• Initiate new business opportunities through sales promotions, external marketing calls, presentations, and in-branch engagement.
• Actively contribute to branch sales planning to devise strategies and action plans that support target achievement.
• Ensure strict compliance with the bank's policies against mis-selling and sales ethics at all times.
• Maintain a high standard of customer service within the branch and effectively address challenging customer interactions.
• Adhere to internal and external regulations, guaranteeing minimal audit observations and inspection issues.
• Process transactions accurately and reliably to meet customer requirements, verifying completeness and authorization for any concessions (such as exchange rates, fees, or charges) by appropriate authorities.
• Follow established process guidelines to achieve first-time resolution, reducing rejections and customer complaints.
• Monitor feedback indicators like customer satisfaction surveys and net promoter scores, focusing on continuous service quality improvement where needed.
• Manage reconciliation and control-related tasks ensuring accountability.
• Seek methods to enhance operational efficiency and control expenditures to comply with budget limits.
• Possess versatility to handle diverse banking transactions and services.
• Oversee customer base growth and retention efforts, facilitating customer product upgrades and increasing product penetration per customer.
• Maintain thorough knowledge of the bank’s ORMA policies, Group Code of Conduct, KYC/CDD/EDD, and anti-money laundering procedures, ensuring ongoing compliance and immediate reporting of suspicious activities.
• Manage branch premises including merchandising, housekeeping, and maintenance to uphold facilities standards.
• Assume responsibility for health and safety by practicing safe behaviors, encouraging safety among colleagues, reporting hazards and incidents to management.

Risk Management

• Maintain comprehensive awareness and adherence to anti-money laundering and KYC policies, reporting suspicious transactions promptly.
• Comply fully with operational risk policies, sales processes, and anti-mis-selling guidelines.
• Understand and follow all elements of the Group Code of Conduct.

Regulatory & Business Conduct

• Demonstrate exemplary professional conduct aligned with the Group’s defined values and Code of Conduct.
• Take individual responsibility for promoting ethical standards, regulatory compliance, and business integrity throughout all operations.
• Collaborate effectively to identify, escalate, and mitigate risks, compliance, and conduct issues.

Candidate Profile and Experience

• Shows punctuality, diligence, and strong role knowledge.
• Holds relevant certifications for the role.
• Exhibits confidence and fluency in communication.
• Has proven sales experience, preferably in banking.
• Possesses management information handling capabilities and strong interpersonal skills focused on customer service.

Educational Qualifications

• Postgraduate degree with a consistent academic record.
• Extensive sales background ranging from 2 to 5 years.
• Sales-oriented and target-driven mindset with quick adaptability to new concepts.
• Motivated and enthusiastic about engaging new customers externally.
• Keen awareness of competitive landscape and benchmarking.
• Excellent communication, relationship building, and banking knowledge.

About the Employer

The employer is a longstanding international bank with over 170 years of history, committed to driving commerce and prosperity through diversity. They foster an inclusive culture, encouraging innovation and integrity while supporting employee wellbeing with comprehensive benefits including competitive salary, retirement savings, insurance, flexible leave policies, flexible working options, mental health support, continuous learning opportunities, and a values-based workplace celebrating diversity.