Outbound - Virtual Relationship Manager

Job description Job Summary

The Outbound Virtual RM (Individual Contributor) plays a critical role in amplifying the WRB Contact Centre’s ambition to deliver an “International Wealth Manager” experience, servicing multi-market relationships and treating every client interaction as an opportunity to create value. The Virtual Outbound RM will serve local and premium client segments on a non-cross-border basis. It proactively engages clients through outbound channels to contribute to relationship deepening, product adoption and revenue growth, while maintaining high standards of customer experience, conduct and regulatory compliance. The role is primarily responsible for executing wealth and product advisory and updates, sales engagement, and lead generation (licensed activity). Virtual Outbound RMs will support the Bank’s strategic shift to service to sales, insight led engagement and relationship based value creation. It will specifically identify sales opportunities, and cross‑selling/upselling the Bank’s products and services through the execution of strong relationship building and communication skills. All WRB Contact Centre colleagues will be measured against these 5 KPIs: high-quality service, value creation, talent development, digital enablement and operational efficiency. All role holders will also be expected to demonstrate these valued behaviours in the delivery of responsibilities: client centricity, innovation, and collaboration.

Key Responsibilities Client Product Advisory

• Deliver a high quality client service by handling client queries on product sign‑ups and providing additional information on products and promotion sign‑up processes, in line with KPIs and targets.
• Support the function’s digital enablement by monitoring automated services within the remit of wealth/product advisory and updates, including personalised financial and wealth planning, investment and product discovery and education, loyalty, rewards, and product promotion awareness.
• Ensure operational efficiency and issue resolution by promptly redirecting specialised queries to specialists, RMs or branches where required, in service of enhancing the client experience.

Sales Engagement & Lead Generation

• Support the function’s value creation efforts by converting inbound or prior service interactions into outbound engagement opportunities, through pitching financial solutions based on clients’ financial needs.
• Contribute to net new money growth and profitable growth of the affluent portfolio by capitalising on cross‑sell opportunities that meet clients’ needs and building rapport with clients through personalised, needs‑based conversations (rather than product‑driven selling).
• Redirect clients to relevant licensed channels for further processing and sales conversions, for those countries with regulatory restrictions.

Digital, Data & AI-Enabled Selling

• Prioritise outreach, tailor conversations and improve hit‑rates through using digitally-enabled tools and technologies (CRM systems, agentic AI, speech analytics, guided workflows, insights, and quality monitoring).
• Leverage real‑time data‑driven insights on client behaviour, preferences and lifecycle triggers to guide outbound interactions
• Improve service quality and productivity by demonstrating learning agility and continuously building confidence and capability in new digital, AI and agentic tools.

Risk, Compliance & Conduct

• Maintain strong risk and compliance discipline by complying with the Bank’s mis‑selling and sales policies, and policies related to ORMA, the Group Code of Conduct, KYC/CDD/EDD and money laundering prevention.
• Execute outbound activity fully in line with conduct, suitability, consent, privacy and regulatory standards. This includes maintaining accurate records of client interactions, offers and outcomes to support audit, governance and reporting requirements.
• Apply judgement to determine when not to sell, including recognising signs of client vulnerability and identifying when a proposition is not in the client’s best interests.

Motivations

• Motivated by recognising different client needs, preferences and life stages, and adapting conversations accordingly to help clients make informed decisions about their products and wealth.
• Energised by working in a target‑driven but relationship‑focused environment, where the quality of client engagement matters as much as volume to influence commercial outcomes.
• Operating in a fast‑evolving digital and AI-enabled sales environment where new tools, data and insights continually shape how client engagement is prioritised and delivered.

Skills and Experience Must-have Skills

• Digital, tech and AI literacy
• Product and process knowledge
• Risk, compliance & conduct
• Banking processes & procedures
• Communication
• Opportunity Identification
• Sales Proposals and Presentations
• Industry Knowledge – Financial Services
• Accountability
• Critical thinking and problem‑solving
• Learning agility
• Relationship building
• Resilience and adaptability
• Digital, tech and AI literacy

Qualifications Key Experiences

• Proven experience in outbound brand and/or telesales with exposure to general banking, retail operations, lending products, and audit requirements.
• Demonstrable client servicing / client relationship management track record within a regulated environment.
• Demonstrable experience of working in a deadline and KPI‑driven organisation

Languages

• Business level English; market‑required language(s).

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.

Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.

Flexible working options based around home and office locations, with flexible working patterns.

Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits

A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.

Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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