Job Description

1. Sales and Service Management
   • Focus on providing excellent personalised and bespoke service and solutions (customise and tailor made solutions) to HNW clients’ to meet their long-term financial goals, investment risk tolerance and personal needs.
   • Manage clients' wealth holistically and ensuring all their financial needs including financial standing, financial goals and risk tolerance are appropriately aligned.
   • Responsible to create personalised wealth and investment plans and portfolios that are aligned to the clients’ needs, objectives and appetite for risk; review, advise and propose them to the clients’ accordingly.
   • Maintain and execute the investment strategies; proactively review and manage the wealth and investment portfolios, reevaluating the actual performance of the portfolio over time to make sure it is on track and to revise it as needed.
   • Handle all clients’ requirements professionally and in a timely manner, by attending to their various banking transaction needs while resolving their problems and issues within specified TAT.
   • Actively identify and pursue sales opportunities by:

1. Expanding and growing new HNW client base and New Investment Account through referrals from existing client base or through personalised service recovery efforts
2. Client acquisition by building up new to bank relationships to maximise the business growth and share of wallet from the client
3. Collaborate with the Management and relevant product owners and / or stakeholders on prospecting and networking ideas to generate business opportunities and for relationship deepening
4. Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our HNW clients
5. Actively sourcing for new sales and leads within internal database and cross-referral obtained from Alliance@Work, SME, Commercial and Corporate Banking and other cross products within GCB
   • Execute sales performance:

1. Supporting the Management to assist in contributing commendable achievement by ensuring both sales and service performances meet the targets assigned
2. Compiling and submitting accurate and timely sales reports
   • Maintain accurate and updated information by:

1. Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
2. Serving as the first line of defense to identify fraudulent and unusual activities, uphold operational compliance

1. Portfolio & Relationship Management

• Build and grow the client base, service the client base for recurring income and build a profitable investment portfolio (AUM); contain client attrition at low rate.
• Manage clients’ experiences and expectations i.e. offer a total solution to manage financial and investment needs and, no complaints lead to financial loses and litigation.
• Establish credibility and highest standards of personal and professional integrity within the business and with clientele, by actively:

1. Understanding and assessing clients’ requirements, current financial situation, long-term goals, tolerance for risk and recommend appropriate products and bespoke solutions
2. Utilise portfolio financing and structured products value propositions; and cross-selling of the Bank’s product to Alliance Bank’s HNW clients
3. Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking)

• Build and maintain long-term and profitable relationships by:
  • Providing high level of quality customer service; obtain customers’ feedback on sales-related matters and inform the Management where appropriate
  • Resolving clients’ problems and complaints on sales-related matters and escalate unresolved complaints to the Management and Service Quality for formal reply on an exception basis

• Ensure turnaround time for all products, credit applications and fulfillment processes are within service levels agreed upon.
• Strictly adhere to contact management and service standards for calls, visit, portfolio review and market research frequency to HNW clients.

3. People Management

• Manage stakeholders and be a team player.
• Work collaboratively with various product owners and stakeholders to facilitate the growth of the business, to co-ordinate and closely manage the end to end workflow and processes, ensuring the overall success of business and smooth operational flows.
• Participate in daily / weekly service briefings conducted by the Management.

• Project a professional business image at all times through high standards of housekeeping and personal grooming.
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• Risk, & Regulatory Management
• Manage portfolio risk exposure for own portfolio of client’s risk exposure by checking and audit; ensure zero mis-selling to HNW clients.
• Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products).
• Ensure strict and full compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and all regulations/notices/guidelines issued by Bank Negara Malaysia, Securities Commission of Malaysia and Bursa Malaysia.
• Ability to write client papers for purpose of credit review to facilitate portfolio financing

Job Requirements