Client Service Manager

Job ID: 35520

Location: Singapore, SG

Area of interest: Operations

Job type: Regular Employee

Work style: Hybrid Working

Opening date: 28 Jul 2025

**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
- 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.

**ROLE RESPONSIBILITIES**

**Processes**
- 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 issue
- 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 Teams

**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 Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Lead to achieve the outcomes set out in the Bank’s Conduct Principles
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Skills & Experience**
- 6+ years’ experience in Banking domain
- Escalation points for corporate clients by providing professional advice to 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
- Proficient in speaking and writing Chinese since the role will be supporting East Asian markets
- Responsible for client satisfaction with service arrangement and delivery
- 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

**Qualification**
- Education - Relevant degree qualification preferred

**Role Specific Technical Competencies**
- Excellent communication skills
- Excellent interpersonal skills
- Problem solving skills
- Detailed orientated

**A