Client Focus
• Develops sound ongoing client relationships at the appropriate level. Marshals the expertise and resources to ensure client satisfaction and proactively identifies mutually beneficial opportunities
• Collaborates effectively across products, teams, regions and business areas. Identifies and exploits opportunities from which clients and other business areas can benefit
• Seeks regular client feedback and responds promptly in order to improve client relationships and service/product quality


People/Team
• Ensures the team has the right mix of talent, competence and confidence and receives the support/ resources required to achieve its objectives. Mentors and coaches individuals to identify and achieve future roles and careers. Is committed to the development of people to their full potential
• Understands the importance of diversity and how cultural and individual differences can add value to business relations and team performance
• Sees change as opportunity rather than a threat, and supports the team throughout. Is able to generate new and creative ideas in response to opportunities. Thinks in ways which are not constrained by precedent or orthodox approaches


Financial
• Generates / supports business revenue that has balance sheet impact as well as cross product impact. Generates new clients and impacts on product/ service development
• Manages directly or influences a share of the cost base (headcount/ direct costs, IT/ outsourcing costs, other)
• Assesses needed resources and prioritises to optimise utilisation. Contributes considerably to the achievement of results, which increase shareholder value. Is a significant producer and secures cost and efficiency savings


Job Specific
• Has in-depth knowledge of products and processes, matched with key market knowledge and expertise. Is aware of competitor activity in relative products/ processes and uses this to enhance own/ team performance. Pro-active in raising the profile of the function/ team
• Consistently demonstrates complete understanding and commitment to the bank’s high professional, ethical and legal standards


Risk
• Risks to be managed include financial/ trading risks, reputation risk and risk associated with people (e.g. hiring decisions, managing people who may jeopardise relationships