Client Service Manager

Overview
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Responsibilities
Primary point of contact for Portfolio of Premier Corporate Clients for professional advice, enquiries, complaints, resolving of discrepancies and transaction errors
Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved and lasting relationship with clients
Responsible for client satisfaction with service arrangement and delivery
Proficient in speaking and writing Chinese
Work with internal stakeholders to provide end to end query resolution to client satisfaction
Ensure that client’s SLAs are met
Responsible for effective service recovery process through complaint logging and handling
Maintain a professional SCB image through all interactions with clients
Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and/or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement facilities
Build trust and strong working relationships with business and technology stakeholders
Job Summary
Primary point of contact for Portfolio of Premier Corporate Clients for professional advice, enquiries, complaints, resolving of discrepancies and transaction errors
Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved and lasting relationship with clients
Responsible for client satisfaction with service arrangement and delivery
Proficient in speaking and writing Chinese
Work with internal stakeholders to provide end to end query resolution to client satisfaction
Ensure that client’s SLAs are met
Responsible for effective service recovery process through complaint logging and handling
Maintain a professional SCB image through all interactions with clients
Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS/ and/or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement facilities
Build trust and strong working relationships with business and technology stakeholders
Responsibilities
Leverage on metrics and client sights to understand Premier Corporate client’s needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, upselling and cross-selling etc
Monitor Premier client transactions using available tools
Work closely with Front Office Teams as product service specialist in country
Participate in Periodic Service reviews for Premier clients
On 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 issues
Provide pro-active client updates
Delivery product/channel training to Premier clients within the portfolio
Build trusted partnerships with clients at the daily transactional / operational level
Proactive 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 Team
Risk Management
Comply with Operational Risk Framework for client service processes 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
Regulatory & Business Conduct
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered