Relationship Manager Assignment

Purpose

This document establishes the guidelines for assigning Relationship Managers (RMs) to client accounts across the Bank's retail, corporate, and private banking segments. Effective RM assignment is critical to delivering personalised service, deepening client relationships, and achieving the Bank's revenue and retention objectives.

Scope

This procedure applies to the assignment, reassignment, and handover of RM coverage for all client segments where dedicated RM support is provided. Not all clients are assigned a dedicated RM; assignment is based on segment eligibility criteria defined herein.

Eligibility for RM Assignment

Assignment Criteria

When assigning an RM to a new client, the following factors are considered:

• Portfolio capacity: Each RM has a defined maximum portfolio size. Private Bankers manage up to 60 clients, Corporate RMs up to 40 clients, and Premium RMs up to 150 clients.
• Industry expertise: For corporate clients, the RM should have relevant sector knowledge (e.g., real estate, manufacturing, trade finance, financial institutions).
• Language and cultural alignment: Where possible, the RM should share a common language or cultural background with the client, particularly for international clients.
• Geographic proximity: The RM should be based in the same region or branch cluster as the client's primary point of contact.
• Product specialisation: For clients with complex product needs (e.g., structured finance, wealth management), the RM should have the relevant product expertise or access to specialist support.

Assignment Procedure

Step 1: Trigger

1. RM assignment is triggered by one of the following events: new client onboarding, client upgrade to an RM-eligible segment, existing RM departure or reassignment, client request for a change of RM, or portfolio rebalancing.

Step 2: Selection

1. The Head of the relevant business unit (Private Banking, Corporate Banking, or Retail Banking) identifies the most suitable RM based on the assignment criteria.
2. For high-value clients (TRV above USD 5,000,000), the selection is approved by the Head of Client Services in consultation with the business unit head.

Step 3: Notification and Introduction

1. The client is notified of the RM assignment via a personalised letter or email from the business unit head, introducing the assigned RM and providing their direct contact details.
2. The RM contacts the client within three (3) business days of assignment to schedule an introductory meeting (in-person or virtual).
3. During the introductory meeting, the RM reviews the client's banking needs, discusses product and service options, and establishes the preferred communication frequency and channel.

RM Handover Procedure

When an RM is reassigned, departs the Bank, or a client requests a change of RM, the following handover procedure applies:

1. The outgoing RM prepares a comprehensive Client Handover File, including the client's profile, transaction history, product holdings, outstanding service requests, and any pending opportunities or issues.
2. A formal handover meeting is conducted between the outgoing RM, the incoming RM, and the business unit head (or delegate). The meeting is documented and filed in the CRM system.
3. The client is notified in writing of the change, with an introduction to the new RM, at least five (5) business days before the effective date.
4. The incoming RM conducts a follow-up contact with the client within five (5) business days of assuming responsibility.

Performance Expectations

Monitoring and Review

RM portfolios are reviewed quarterly by the business unit head to assess capacity, performance, and client satisfaction. Portfolio rebalancing may be initiated to ensure optimal service coverage and to prevent any single RM from becoming overextended.

Related Documents

• Client Onboarding Process
• Client Communication Standards
• Service Level Agreements (SLAs)
• Client Complaint Handling Procedure