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. The Role Responsibilities
To facilitate the effective allocation of resources in order to achieve stated business objectives
To generate revenue by exceeding pre-set sales targets, increasing client usage of phone, improving client loyalty, and maximizing referral sales by indentifying other business unit.
To ensure positive synergy through the collaboration between CA & CR and improve overall efficiency & productivity.
The primary purpose of this position is to manage multiple Mortgage Sales Units and responsible for achieving the pre-set sales and revenue targets through the inbound and outbound client contacts, including the following primary responsibilities :
To plan the sales activities and resources arrangement in alignment with the program / campaign targets and business goals respective products & services
To ensure sales and services target are achieved and exceeded
To feedback client experience / preference and market information to Product Team and work together with them to deliver appealing products and services to clients
To continue streamlining workflow and processes to reduce handling time to improve sales capacity & capability and increase sales net rate
To ensure delivery of a consistent and superior Client Experience
To maintain and improve client satisfaction levels
To manage the day-to-day planning, operations and problem-solving of Mortgage Sales Units to meet with the required sales performance, service level standards, productivity, financial goals and objectives
To ensure appropriate support for Product Team and Client segments
To provide coaching and mentoring to Associate Director / Manager / Assistant Manager, Business Development; Senior Business Development Officer / Business Development Officer, Priority Acquisition for their improvement
To reward and develop staff to facilitate staff retention
To develop and motivate a team of knowledgeable sales personnel by establishing and implementing relevant training programmes and by intensive coaching through team meetings and sales clinics to exchange ideas, recognizing outstanding individuals or team efforts.
To increase sales capabilities through introducing resources management.
To work with Product Team establishing sales plan and strategy in support of respective products and client segments
To identify, design and implement new initiatives for Mortgage Sales Unit to further improve on sales capacity and capability, productivity, sales and service delivery
To drive the team to deliver professional, proactive, client oriented, resourceful sales and services to clients
To prepare and ensure smooth launch of new product program / campaign
To monitor cross-sell and attrition gating performance on different products to facilitate the successful retention of clients
To address difficult client enquiries, requests and complaints which cannot be handled by Assistant Manager / Manager / Associate Director, Priority Acquisition and provide feedback to the Business in order to facilitate future service delivery improvements
To identify opportunities to improve workflow design for improved sales success rate and productivity
To analyse client behavior in order to assist in future product and service development and planning
To acquire multi-skill in line with multi-skills development for sales & services staff
People & Talent :
Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
Employ, engage and retain high quality people, with succession planning for critical roles.
Responsibility to review team structure / capacity plans.
Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
To supervise the day-today operational activities of Mortgage Sales and Unit Officers / Managers in the delivery of their job responsibilities
To monitor Mortgage Sales Unit performance through analysis of relevant performance MIS and KPI reports
To provide coaching, mentoring and feedback to Assistant Manager / Manager / Associate Director, Priority Acquisition to achieve performance objectives
To conduct staff performance review and work with staff to develop their own Career Development Plan & Learning Development Plan
To ensure adherence of staff multi-skill penetration plan
Risk Management :
Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
Ensure all staffs complied with required compliance standard.
Ensure that compliance with internal and external regulatory requirements is met at all times.
Ensure the activities rendered by individual TR are compliant with all external regulatory and internal policy requirements.
For any issue in doubt, they have to report to Executive Director, Priority Acquisition for further investigation and escalation.
Key stakeholders : External
Business referral intermediaries - Include solicitors, developers & large corporations who provide sales leads to the team
Clients - Deliver quality client service
Direct channels in other banks - Networking
Product Managers and Segment Managers / Intermediaries Management Team - Implementation of various marketing programmes
Credit Initiation & Approval Approve mortgage loans secured by Mortgage Consultants review credit policy affecting business acquisition
Human Resources manager - Advice of all human resources and training matters, including incentive scheme
Sales Governance Management - To ensure compliance with stated Client Acquisition objectives
Executive Director & Head of respective Region / Staff at Branch - To align business planning, resource allocation and sales and services delivery to Product Team’s strategy
Our Ideal Candidate
Good interpersonal skills, communication skill, selling skill, management skill & strong sales drive
Knowledge in local property market
5 years experience in sales field, preferably with retail banking product knowledge
Insurance license Paper I, II & III