Client Service Manager

1 week ago


Singapore STANDARD CHARTERED BANK (SINGAPORE) LIMITED Full time
JobSummary

As a Client ServiceManager, You would be responsible for delivering excellent clientexperience to our Premier cash Corporate clients with variousopportunities to participate in projects to elevate clientexperience or improveprocesses.

About our ClientServicing Team

If you'remotivated by providing outstanding service to clients, then ourClient Servicing team could be the perfect fit for you. We ensureseamless delivery for all our corporate clients across differentprocesses and services. You'll learn about the whole clientlifecycle and be given the opportunity to build on your specificskills and experiences to drive your career in a direction thatsuits you. At the same time you'll have the autonomy you need todrive change, ensuring we are continuously innovating to developthe banking that everyone needs to thrive in thefuture.

About our Technology andOperations Team

Our Technologyand Operations (TandO) team is the powerhouse for the Bank. We aimto go further, faster, to ensure we're agile and ready fortomorrow, today. Our diverse network enables us to innovate andbuild banking solutions that support communities to prosper. We'rea place where talented people are encouraged to grow, learn, andthrive, to drive their own career journeys, to reach their fullpotential.
When you work with us, you're protecting thereputation and legacy of a 170 year organisation and building onit. We're driven by progress and continuously evolving to ensurewe're agile and ready for tomorrow,today.

KeyResponsibilities
  • Primary point of contact for Premier Corporate Clientsfor professional advice, enquiries, complaints, resolving ofdiscrepancies and transaction errors
  • Displayconfidence and capability to manage client escalations swiftly,accurately and effectively.
  • Provide thehighest standard of client service in response to client enquiriesand complaints, so as to create improved and lasting relationshipwith clients
  • Responsible for clientsatisfaction with service arrangement and delivery
  • Work with internal stakeholders to provide end to endquery resolution to client satisfaction
  • Ensurethat client's SLAs are met
  • Responsible foreffective service recovery process through complaint logging andhandling
  • Maintain a professional SCB imagethrough all interactions with clients
  • Log andmanage all service interactions (enquiries, complaints, incidents,client visits etc.(within GEMS/ and/or other relevant systems toensure that client data is captured and available for clientinsights / analysis and identification of improvementfacilities
  • Build trust and strong workingrelationships with business and technologystakeholders.

Skillsand Experience
  • Experience in client servicing role
  • Experience in crisis management and able to work wellunder pressure
  • Excellent communication,influencing and negotiation skills to effectively manage internaland external stakeholders
  • Confident in doingpresentation for Service Review withclients

Our IdealCandidate
  • 4+ years ofexperience in service related or Corporate Banking client facingfunctions
  • Good level of Cash Management,Channels and Corporate Banking/productknowledge

RoleSpecific Technical Competencies
  • Excellent communication skills
  • Excellent interpersonal skills
  • Problem solving skills
  • Detailedorientated

AboutStandard Chartered

We're aninternational bank, nimble enough to act, big enough for impact.For more than 170 years, we've worked to make a positive differencefor our clients, communities, and each other. We question thestatus quo, love a challenge and enjoy finding new opportunities togrow and do better than before. If you're looking for a career withpurpose and you want to work for a bank making a difference, wewant to hear from you. You can count on us to celebrate your uniquetalents and we can't wait to see the talents you can bringus.

Our purpose, to drive commerce andprosperity through our unique diversity, together with our brandpromise, to be here for good are achieved by how we each live ourvalued behaviours. When you work with us, you'll see how we valuedifference and advocate inclusion.

Togetherwe:
  • Do the rightthing and are assertive, challenge one another, andlive with integrity, while putting the client at the heart of whatwe do
  • Neversettle, continuously striving to improve andinnovate, keeping things simple and learning from doing well, andnot so well
  • Are bettertogether, we can be ourselves, be inclusive, seemore good in others, and work collectively to build for the longterm

What weoffer

In line withour Fair Pay Charter, we offer a competitive salaryand benefits to support your mental, physical, financial and socialwellbeing.
  • Core bankfunding for retirement savings, medical and lifeinsurance, with flexible and voluntary benefitsavailable in some locations.
  • Time-off including annualleave, parental/maternity (20 weeks), sabbatical (12 monthsmaximum) and volunteering leave (3 days), along with minimum globalstandards for annual and public holiday, which is combined to 30days minimum.
  • Flexibleworking options based around home and officelocations, with flexible working patterns.
  • Proactive wellbeing supportthrough Unmind, a market-leading digital wellbeing platform,development courses for resilience and other human skills, globalEmployee Assistance Programme, sick leave, mental healthfirst-aiders and all sorts of self-help toolkits
  • A continuous learningculture to support your growth, with opportunitiesto reskill and upskill and access to physical, virtual and digitallearning.
  • Being part of aninclusive and values driven organisation, one thatembraces and celebrates our unique diversity, across our teams,business functions and geographies - everyone feels respected andcan realise their fullpotential.

RecruitmentAssessments

Some of our roles useassessments to help us understand how suitable you are for the roleyou've applied to. If you are invited to take an assessment, thisis great news. It means your application has progressed to animportant stage of our recruitmentprocess.

Visit our careers websitewww.sc.com/careers

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