Job Description

1. Sales and Service Management
   • Reference point for decisions and providing direction / guidance to PB Hub on day to day sales related matters.
   • Driving consistent high RM sales performance and SRM service delivery in timely / accurate manner for any escalations needed, if applicable.
   • Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to support RM / SRM on obtaining comprehensive product updates that is exclusive to our affluent customers
   • Supporting sales approvals & escalation of complaints/issues.

2. People & Productivity Management
   • To lead, plan and manage the team’s sales / service in achieving business objectives in accordance to management directives while aiming for optimal efficiency.
   • Responsible to oversee the overall daily management of PB Hub towards maintaining and improving staff engagement and productivity.
   • Provide regular coaching and follow up to uplift performance in sales
   • To guide / supervise the team in aiming to achieve given targets, addressing sales and service gaps and up-skilling the team through essential training programs.
   • Recruiting the right staff for RM and SRM role while ensuring adequate staff capacity to meet business headcount requirement.
   • Working closely with Regional Head / Cluster Sales Head to maintain an environment which promote success, teamwork and professional growth.
   • Conducting meetings / briefings to cascade information on Bank’s procedural changes for sales matters on a timely basis.
   • To ensure that all staff have the correct aptitude and attitude in wanting to provide the best level of sales / services to PB customers that exceed the customers’ expectations.

3. Franchise Building
   • Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening.
   • Expand new customer base & New Investment Account through promoting and encouraging referrals from existing PB customers or through personalized service recovery efforts.
   • Maintain good relationship with branches’ network of SME and Alliance@Work

4. Governance & Control
   • Responsible in managing and ensure that audit findings for sales lapses / gaps are fixed with no repetitive findings.
   • Ensure all sales activities are compliance with Group’s standards and regulatory requirements which includes but not limited to AMLA, KYC, Credit Risk Management, and Financial Act.
   • Identify areas of improvement, sales process gaps and provide recommendation / solution for improvement to Regional Head / Cluster Sales Head.

Skills  

• Strong leadership skills
• Excellent interpersonal skill with both internal and external customers
• Customer-oriented approach in Problem Solving/Decision Making/Analytical Thinking
• Ability to work with different levels across banks

Knowledge

• Strong knowledge of the banking and financial services industry.
• Strong knowledge of regulatory framework

Experience

• Degree in banking and finance, accounting or business administration
• Minimum 10 years banking experience, with minimum 3-5 years working in an RM role and experience in branch banking with exposure in sales and service aspects

• Exhibits leadership and management skills that inspires high performance from staff

Job Requirements