Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.
Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients.
Responsible for client satisfaction with service arrangements and delivery.
Work with internal stakeholders to provide end-to-end query resolution to client satisfaction.
Responsible for effective service recovery process through complaint logging and handling.
Maintain a professional Standard Chartered Bank image through all interactions with clients.
Continually identify opportunities to improve client efficiency and performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
Risk & Control
Comply with Operational Risk Framework set out for Service Team including but not limited to client identification, complaints and enquiry handling.
Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
People Management (Senior Client Service Manager (CSM), Premier Service Manager (PSM), Team Leaders)
Encourage and foster a friendly working environment within the team to achieve teams\xe2\x80\x99 objectives through teamwork and operational efficiency.
Support the Head of Trade Operations to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
Operational Excellence
Assist in implementation of service and efficiency improvement initiatives in Trade Operations and facilitate transfer of best practice.
Premier Service Management (applicable to PSM only)
Participate in annual Service Reviews for identified \xe2\x80\x98premier\xe2\x80\x99 clients.
Reviewing service performance with the clients and generate ways to continuously improve service standards.
On a selective basis, attend sales calls with Relationship Managers to sell our service capabilities and/or to resolve clients\xe2\x80\x99 operational and service issues.
Provide pro-active client updates.
Leverage on metrics and client insights to understand client\xe2\x80\x99s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc.
Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.
Build trusted partnerships with clients at the daily transactional / operational level.
Internal
Team Leader, Trade Services
Head of Trade Operations
Trade Services Managers
Cash Management Services Managers
Securities Services Managers
RMs and Business Managers
Transaction Banking (TB) Product and & Sales Managers
TB Client Service Managers
Client Service Managers
Managers in Hubs
Technology Managers
External
Clients
Other Banks
Our Ideal Candidate
Experience in Banking and trade services.
Detailed orientated, team player, takes end to end ownership,
Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
Able to establish and maintain effective working relationships with peers and business partners.
Comfortable with direct client and business partners interaction, with proven client interaction abilities
Client focused.
Excellent interpersonal skills and positive attitude.
In addition to the above, a Senior CSM/PSM should also have the following skills:
Strong leadership skills with contact centre workforce management knowledge.
Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure client requests are completed on time.
Ability to present ideas and information effectively in group settings.
Strong analytical, problem solving, ideation and time management skills.
Performance in Key Areas
Meeting service standards, productivity, efficiency and risks management goals \xe2\x80\x93 KPIs and metrics.
Project a professional SCB image through all interactions with clients.
Living the SCB values \xe2\x80\x93 Do the right things, Never Settle, better Together
About Standard Chartered
We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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
Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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, parental/maternity (20 weeks), sabbatical (12 weeks 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.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.