Client Service Manager

2 weeks ago

Singapore Standard Chartered Full time

**JOB SUMMARY**
- To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.
- Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
- Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
- As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/mínimal escalation and identify opportunities to improve overall service for the clients.
- Foster long lasting relationships and rapport with premier clients at the transactional / operational level.
- Works with the BAM team to manage existing/strategic clients to maximize client satisfaction and long term contribution to the bottom line Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed)
- Identify opportunities for service improvement based on useful metrics and demonstrate results
- business opportunities.

**RESPONSIBILITIES**
- Primary point of contact / escalation for external clients in terms of providing solutions,enquiries, complaints, resolving of discrepancies and transactional errors.
- Ensure the provision of the highest standards of client service in response to client enquiries and complaints in order to deliver best in class client service.
- Ensure incidents are managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
- Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.
- Proactive client engagement and regular “pulse checks” for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients’ need end-to-end, questionnaires completion, RFP, etc.
- Use GEMS incident user interface to ensure client complains are logged timely and accurately for auto system escalation communications to the appropriate senior management levels responsible to ensure full resolution of client issues and regularly update client on progress if the issue is taking longer than expected.
- Maintain a professional and positive SCB image through all interactions with clients.
- Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
- Participate in annual or as agreed Service Reviews for premier clients.
- Reviewing service performance with the clients and generate ways to continuously improve service level standards
- Periodically, accompanying BAMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issuesProvide pro-active client updates
- Leveraging on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
- Making proactive calls on clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
- Build trusted partnerships with clients at the daily transactional / operational level

**Strategy**
- Our strategy: Fully understand the Financing Securities Services (FSS) Business and Operations strategies and leadership expectations and how they support CIB and overall Bank Strategy - be able to articulate the same to internal and external stakeholders as required

**Business**
- Client Servicing: Deliver a first-class operational Client Service to Financing Securities Services (FSS) client base in all FSS related interactions - understand client needs, challenges and identify opportunities

**Processes**
- Client Solutioning: Work together with key internal stakeholders to identify and solve repeat client issues, identify opportunities and strive to deliver a ‘best in class’ service
- Service Reviews: Conduct service reviews and perform follow-ups for enhancement and improvement
- Escalations: Ensure all escalations are managed in a timely manner and are not directed to FSS Business
- Complaints management: Ensure that complaints for own client relationships are logged, tracked, escalated and closed in a timely manner

**Pe

  • Client Services Specialist

    1 week ago

    Singapore Moody's Investors Service Full time

    **Customer & External Relations**: - Responsible for providing superior customer service as the point of contact across a range of research and data products, ensuring all clients perceive Moody's to be the provider of choice. - Resolve client issues, complete specific client requests, and advance product requests to the appropriate Service Specialist or...

  • Client Services Executive

    2 weeks ago

    Singapore BIPO Service Shanghai Limited Full time

    **JOB DESCRIPTION** **Role**:Client Services Executive **Reports to**: MD, Singapore & Indochina **Location**: Singapore **Responsibilities** - Oversee and perform full spectrum of payroll process to ensure accurate, timely and compliant delivery for clients - Ensure accuracy prior to processing of payroll, by conducting quality assurance within...

  • Client Service Associate, Singapore

    5 days ago

    Singapore Moody's Investors Service Full time

    We strive to be a world-class sales organization with our customers’ needs at the centre of everything we do. Our client base ranges from banks and financial institutions to insurance and asset management companies, as well as government institutions and professional services firms. As the link between our product teams and customers, we build mutually...

  • Associate - Client Service Specialist

    1 week ago

    Singapore Moody's Investors Service Full time

    Moody’s Analytics helps capital markets and risk management professionals worldwide respond to an evolving marketplace with confidence. The company offers unique tools and best practices for measuring and managing risk through expertise and experience in credit analysis, economic research and financial risk management. The Customer Service team drives...

  • Client Relationship Manager

    2 weeks ago

    Singapore BIPO Service Shanghai Limited Full time

    **JOB DESCRIPTION** **Role**:Client Relationship Manager (Food & Beverage) **Reports to**: MD, Singapore & Indochina **Location**: Singapore **Responsibilities** - Serving as the main point of contact between clients and employees; elevate client feedback to the relevant departments - Develop relationships with clients and key personnel; learn their...

  • Client Services Manager

    7 days ago

    Singapore uSMART Securities (Singapore) Pte. Ltd. Full time

    To be effective in the role, **You will**: l Manage and lead the Client Services team and maintain a high standard of customer satisfaction and manage day to day running of the team and implement procedures and process to ensure service quality and KPIs l Drive and develop innovation and digitalization projects to better enhance our customer service...

  • Manager, Client Service

    3 days ago

    Singapore BNY Mellon Full time

    Overview Manage a small client service team who are responsible for providing quality client experience on a daily basis. Timely resolution of service quality issues and implement preventive measures. Maintains familiarity with industry best practices and handle a small portfolio of Australia and Singapore clients. Coordinate and manage the daily...

  • Client Service Manager

    4 days ago

    Singapore DTCC Full time

    **Are you ready to explore a world of possibilities?** Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day. **Pay and Benefits**: -...

  • Client Service Manager

    6 days ago

    Singapore TMF SINGAPORE H PTE. LTD. Full time

    Roles & ResponsibilitiesPURPOSE OF THE ROLEClient Service Manager is accountable for the overall delivery of the global client contracts and isrequired to maintain a portfolio of clients and manage the global client contracts. Client ServiceManager will be required to protect and if and where possible support growth of contractedrevenues, monitor performance...

  • Client Service Manager

    4 days ago

    Singapore TMF SINGAPORE H PTE. LTD. Full time

    Roles & ResponsibilitiesPURPOSE OF THE ROLEClient Service Manager is accountable for the overall delivery of the global client contracts and isrequired to maintain a portfolio of clients and manage the global client contracts. Client ServiceManager will be required to protect and if and where possible support growth of contractedrevenues, monitor performance...

  • Manager, Client Service

    3 days ago

    Singapore The Bank of New York Mellon Corporation Full time

    Manage a small client service team who are responsible for providing quality client experience on a daily basis. - Timely resolution of service quality issues and implement preventive measures. - Maintains familiarity with industry best practices and handle a small portfolio of Australia and Singapore clients. - Coordinate and manage the daily operations of...

  • Client Services Manager

    6 days ago

    Singapore THE HONGKONG AND SHANGHAI BANKING CORPORATION LIMITED Full time

    **Principal Responsibilities** - Accountable for delivering Client Service excellence domestically/regionally/globally, effectively managing any risks and issues - Accountable for managing a portfolio of Commercial Banking/Global Banking customers who bank with HSBC regionally/globally - Accountable to retain revenue as well as achieve incremental revenues...

  • Client Service Manager

    2 weeks ago

    Singapore EASTSPRING INVESTMENTS (SINGAPORE) LIMITED Full time

    **KEY ACCOUNTABILITIES The role of Client services will be to support the Life Relationship Manager and to be responsible for the coordination, production and delivery to Prudential Life clients of the following: 1. Client Take on, transition & termination 2. Delivery of Investment Solutions & clients’ priorities 3. Client Reporting Governance and...

  • Policy Servicing Broker/consultant

    2 weeks ago

    Singapore PRIVATE CLIENT SERVICES BY MERCER PTE. LTD. Full time

    **Key Responsibilities**: - Responsible for conducting annual reviews and policy servicing of existing policies with HNW clients by collaborating with the private bankers to review and analyse in-force policies. - Drive revenue flows by developing strategies to create cross-sell and up-sell opportunities with current book of PCS’s clients to achieve both...

  • Client Service Manager

    2 weeks ago

    Singapore Standard Chartered Full time

    **Job Summary** - As a Client Service Manager, You would be responsible for delivering excellent client experience to our Premier cash Corporate clients with various opportunities to participate in projects to elevate client experience or improve processes. - About our Client Servicing Team - If you’re motivated by providing outstanding service to clients,...

  • Client Service Manager

    1 week ago

    Singapore Aon Corporation Full time

    Client Service Manager **Client Service Manager** **Aon is in the business of better decisions** At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients...

  • Client Services Manager

    2 weeks ago

    Singapore Fidelity International Full time

    **About the opportunity**: **Department Description** The Private Banks business is responsible for marketing Fidelity’s products to Private Banks in Asia ex Japan. Working in partnership with the Sales and Relationship teams in our local offices Institutional & Intermediary Services is responsible for client on-boarding, ongoing client services and...

  • Client Service Manager

    6 days ago

    Singapore HSBC Full time

    Some careers have more impact than others. If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. Global Trade...

  • Client Service Manager

    20 hours ago

    Singapore Aon Corporation Full time

    Client Service Manager **Client Service Manager** **Aon is in the business of better decisions** At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients...

  • Client Service Manager

    6 days ago

    Singapore Standard Chartered Singapore Full time

    Press Tab to Move to Skip to Content Link Role Summary The role's principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS) globally. The client base includes some of the largest global financial institutions which have extremely exacting standards...