Job Description

Job Summary
As a Client Service Manager (CSM), you'll collaborate with front office teams and support functions to provide the best-in-client services to clients. You'll ensure full compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition, and other risks. You'll always conduct business in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions or activity during and after client on-boarding process
This is an opportunity for you to demonstrate your client service, leadership, and problem-solving skills.
About our Wealth and Retail Banking business
Wealth and Retail Banking (WRB) serves over 13 million individuals and small businesses globally, with a strong presence in Asia, Africa, and the Middle East. WRB Rehlaty is a unique initiative dedicated to empowering UAE Nationals and delivering bespoke banking solutions, trusted advice, and a premium client experience within the affluent segment.
Key Responsibilities

• To ensure expected level of customer service is provided to Priority banking clients. Work collaboratively with internal specialists and Associate Director's to provide appropriate banking services and solutions to meet client's needs.

• Drive a culture of complete adherence to local and international service standards for affluent customer segment.
• Liaise with the relationship managers locally & internationally to work with overseas clients keeping in view the cross-border guidelines.
• Maintaining sound client relations by ensuring that their requests, concerns, and complaints are addressed by the client manager in a timely and efficient manner.
• Analyze feedback (compliment, complaint, and suggestion) by clients and accordingly modify policies & processes to improve services being provided.
• Ensure accuracy of account opening process for Priority banking staff with 98% accuracy.
• Ensure all non-critical/quick kill complaints to be resolved within 24 hours.

• Conducting information sessions for the client managers to update them about changes in policies & processes and keep them updated with their product knowledge.
• Ensure error free checking and avoid any financial losses to the bank.
• Ensure KYC/AML updates, proper zero error documentation.
• To be able to detect any suspicious transactions, Money laundering, forgeries etc
• Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures.

The Skills We Are Looking Out for Are

• Client Experience, Behaviours and Preferences - Understand and anticipate client needs throughout the service lifecycle; deliver a seamless experience.
• Accuracy and Attention to Detail - Ensure error-free processing, documentation, and transaction execution.
• Communication (Service Context) - Clear, calm, and professional handling of client queries and concerns.
• Regulatory Environment - Financial Services - Ensure all service actions comply with internal policies and external regulations.
• Reputational Risk Management - Act responsibly to protect the bank's reputation during every client interaction.

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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Skills Required