Branch Sales & Service Executive Job at Standard Chartered Bank Nigeria

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Job Title: Branch Sales & Service Executive

Company: Standard Chartered Bank Nigeria

Job Type: Full Time

Qualification: BA/BSc/HND  

Location: Lagos, Nigeria

Job Field: Banking   Sales / Marketing  

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Standard Chartered Bank Nigeria – We attract talented individuals. Not only can they give you the benefit of their experience, they also reveal a closer, more personal look at the wide range of global opportunities we offer. At the core of the Group's people strategy is our focus on employee engagement. Engagement is a key driver of productivity and performance, which creates the foundation of our performance culture. We encourage and focus on the behaviours that bring out the very best from every employee, assessing their performance not just on results but on how those results were achieved. To further embed these behaviours we have a remuneration programme in place, carefully designed to incentivise our employees to live our values every day.

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1. Job Purpose: 

Acquiring and activating Affluent and Mass clients warm leads in the catchment area of Store (e.g. online, Client Centre), Deepening needs of Affluent and Mass market with simple product needs (e.g. BC Txn account, , Mortgage, PIL, Credit Card, CASA, Wealth mgt solutions and digital activations), and simple KYC/CDD requirement.

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2.1Mandate :

Inbound NTB/ETB sales

▪Address walk-in NTB clients' (any segment) sales needs; Pull generated from ATL/online, catchment campaigns, word of mouth

▪Activate NTB clients, and set up and educate clients on remote channel usage i.e., online, Client Centre, ATM; Hand over client to Priority or Business Banking Team if required:

Inbound ETB Service-To-Sales

▪Address walk-in ETB clients' (any segment) sales needs (may be from Service To Sales); Serve client on initial request and broaden to Next Best Conversation based on ETB analytics

▪Direct and educate walk-in clients to use self-serve channels, and handle service requests via low-counters where requested by clients; Actively seek Service To Sales opportunities

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2.2 Activities /role in client's journey

1. Listen, explain & sell (in person)

▪Understand needs

▪Explain respective banking proposition that fits their ingoing need (anchor product)

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2. Deep sell (in person)

▪Immediately broaden the conversation to include fuller bundle

▪Refer to Business Banking Acquiring Team for BC lending needs

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3. Prepare, set up, & activate (in person) When required documents are available

▪Compile required documents

▪Conduct KYC/CDD

▪Open account/activate products

▪Tag clients to the right segment. Refer respective business clients to BC Banking Team and Affluent to Priority Banking Team

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4. Service (in-person)

▪Fulfil basic service needs and pass on rest to Client Centre or CSE

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2.3 Deepening activities

1. Listen, explain & sell (in person)

▪Understand needs of walk in clients

▪Explain proposition that fits need (respond to client need and do 'next best conversation')

▪Refer for specialised needs

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3.Key Relationships

Internal: – Branch/ Managers / RMs/BOOs/BOSMs – Priority Banking Team – Product Managers/Analytics (wealth)/marketing – Staff of other business divisions and rest of SCB Group

External

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Customers:

3. Target Clients:

▪Client-led NTB: BC, Affluent and Mass with simple product needs (e.g. BC Txn account, BIL, Mortgage, PL, Credit Card, CASA, Simple Wealth), and simple KYC/CDD requirements

▪Proactive NTB: Acquiring and activating Affluent and Mass clients warm leads in the catchment area of Store (e.g. online, Client Centre)

▪Client-led ETB: Deepening needs of Mass clients

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4.Working Rhythm: – Very high frequency, relatively standardised / consistent activity (complex issues handed over, e.g. KYC, specialised knowledge, high value clients)

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5. Skill Requirements

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Product broadening:

▪Basic banking products knowledge – CASA, Mortgage, PL, Credit Cards, Simple wealth

▪Market and competition knowledge

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Client engagement:

▪Closing deals

▪Client training on digital solutions

▪Communication and presentation skills

▪Negotiation and objection handling

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Journey completion:

▪Understanding of KYC/CDD principles.

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