Reference point for decisions and providing direction / guidance to PB Hub i.e. Spoke Branches within the same Hub on day to day sales and service related matters.
Driving consistent high RM sales performance and SRM service delivery in timely / accurate manner for any escalations needed, if applicable.
Working with Retail Wealth Management Services, Branch Operations, Customer Service Division, Loan Centre to support RM / SRM on obtaining comprehensive product updates that is exclusive to our affluent customers
Supporting sales approvals & escalation of complaints/issues.
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 both sales and services scores.
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 and service 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.
Franchise Building
Acquire, retain and grow branch acquisition of New-To-Bank (NTB) of Alliance Personal and Privilege Banking customers while focusing on increasing both revenue and deposit.
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
Governance & Control
Responsible in managing and ensure that audit findings for both sales and services lapses / gaps are fixed with no repetitive findings.
Ensure all activities are compliance with Group's standards and regulatory requirements which includes but not limited to AMLA, KYC, Operational Risk Management, Credit Risk Management, and Financial Act.
Identify areas of improvement, process gaps and provide recommendation / solution for improvement to Regional Head / Cluster Sales Head.
