Client Service Manager
2 weeks ago
ProcessesLeverage on metrics and client sights to understand Premier client's needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, upselling and cross-selling etcMonitor Premier client transactions using available toolsWork closely with Front Office Teams as product service specialist in countryParticipate in Periodic Service reviews for Premier clientsOn a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office team to sell our service capabilities and/or resolve client's operational and service issuesProvide pro-active client updatesDelivery product/channel training to Premier clients within the portfolioBuild trusted partnerships with clients at the daily transactional / operational levelProactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RM, Product Sales, other Front Office Teams
Risk ManagementComply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handlingComply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line ManagerAdhere 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
Key stakeholdersRespective Product Operations Team Leaders, and Operations Head in countryRMs & Business ManagersTB Product & Sales ManagersSegment Service ManagersHead Client Experience, CCIB in countryCountry CIOGBS Product Operations Teams e.g.
Our Ideal Candidate4+ years of experience in service related or Corporate Banking client facing functionsGood level of cash product and services implementation and overall client managementKnowledge in Corporate Internet banking and the documentation required for Corporate Internet Banking and various channels for Corporate clientsExperience in crisis management and able to work well under pressureExcellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders.
Proficient in both written and verbal in business level Mandarin/Traditional Chinese to communicate effectively with our client in China market.
Role Specific Technical CompetenciesExcellent communication skillsExcellent interpersonal skillsProblem solving skillsDetailed orientatedAbout 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.
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 doNever settle,
continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so wellAre 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.
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 toolkitsA 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.
Some of our roles use assessments to help us understand how suitable you are for the role you've applied to.
Visit our careers website
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