This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Key Responsibilities
This role is responsible for delivering excellent client service and product advice (CASH) for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.
- To provide first level of customer support to resolve technical operating problems experienced by the customer by conducting investigations, rectifying errors, providing phone support. The activities also include performing on-site/off-site trouble-shooting, both through own technical expertise and through close liaison with IBAM, IT and PSS support.
- Build strong relationship and rapport with clients at the transactional and operational level
- Deliver excellent service against agreed service standards
- Identify opportunities for increasing clients product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available tools
- Deliver product / channel training and advisory
- As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients
- Assess process health (through key metrics) & identify broken processes that requires redesign
- Liaises with all parties concerned for resolving and rectifying problems with profiles reported by customers. Escalates problems that are difficult to resolve remotely to IMs/ PSS for further investigation, rectification or on-site trouble-shooting.
- To manage the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency on Channel enquiries.
- Responsible for ensuring high quality Client Services, serving clients and SCB staff for advice, enquiries, complaints, etc.
- Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies and regulations.
- Ensure adherence to policies including escalation and compliance requirements.
- Ensure all enquiries received are logged in the complaint management system and tracked until closure, adhering to the SLA set.
Client Service
- Primary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
- Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
- Responsible for client satisfaction with service arrangements and delivery
- Work with internal stakeholders to provide end-to-end query resolution to client satisfaction
- Ensure that client 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 initiatives
Premier Service Management
- Leverage on metrics and client insights to understand Premier clients needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc
- Monitor Premier client transactions using available tools for e.g. UBAM and selectively intervene, coordinating with various units and clients to ensure that transactions are processed in a timely manner
- Work closely with Front Office Teams/SSMs as product service specialist in country
- Participate in periodic Service Reviews for Premier clients
- Review service performance with the clients and generate ways to continuously improve service standards
- On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office Teams and SSMs to sell our service capabilities and/or resolve clients operational and service issues
- Provide pro-active client updates
- Deliver product / channel training to Premier clients within the portfolio
- Make proactive calls on Premier clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business
- 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 RMs, Product Sales, other Front Office Teams and SSMs.
Processes
- Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice
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
Key stakeholders
- External clients
- Respective Product Operations Team Leaders, and Operations Head in country
- RMs & Business Managers
- TB Product & Sales Managers
- Segment Service Managers
- Head Client Experience, CCIB in country
- Country CIO
- GBS Product Operations Teams e.g. Premier Service Fulfilment Teams
- Technology partners e.g. PSS, Collective Intelligence & Command Centre
Skills And Experience
- MS Excel
- MS Outlook
- MS Word
- Communication Skills
- English (written/verbal)
Qualifications
Education
- Minimum of 2 years experience in Banking and / or Service
- Languages: English and/or local language skills as relevant to country requirements
About 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. When you work with us, you'll see how we value difference and advocate inclusion.
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 do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Are 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.
- Flexible working 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 toolkits
- A 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.
