Client Service Manager Trade Operations and Services
Standard Chartered Bank
Makati City, Philippines, Asia
5d ago

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.

This in turn helps us to provide better support to our broad client base. Job Purpose

To deliver excellent client service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

  • Responsible for serving as the primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
  • Deliver excellent service against agreed service standards.
  • 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.
  • Build relationships and rapport with identified premier’ clients at the transactional / operational level.
  • The Role Responsibilities Client Service

  • Primary point of contact for external 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.
  • Responsible for effective service recovery process through complaint logging and handling.
  • Maintain a professional SCB image through all interactions with clients.
  • Continually identify opportunities to improve client efficiency and performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
  • Manage non-complex S2B Trade implementations and standard maintenance requests end to end.
  • Work closely with Transaction Banking Trade Implementation Manager for complex implementations as per agreed process.
  • Assist Vendor Management team in handling supplier enquiries
  • Risk & Control

  • Comply with Operational Risk Framework set out for CSG 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.
  • People Management

  • Encourage and foster a friendly working environment within the team to achieve teams’ objectives through teamwork and operation efficiency
  • Operational Excellence

  • Assist in implementation of service and efficiency improvement initiatives in CSG and facilitate transfer of best practice.
  • Premier Service Management

  • Participate in annual Service Reviews for identified premier’ clients.
  • Reviewing service performance with the clients and generate ways to continuously improve service standards.
  • On a selective basis, attend sales calls with RMs to sell our service capabilities and / or to resolve clients’
  • operational and service issues.
  • Provide pro-active client updates.
  • Leverage on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc.
  • Make proactive calls on 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.
  • Our Ideal Candidate

  • Minimum of 2 years experience in Banking and or Service.
  • Detail oriented, team player, takes end to end ownership,
  • Has a drive for results to support / grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
  • Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
  • Able to establish and maintain effective working relationships with peers and business partners.
  • Comfortable with direct client and business partners interaction, with proven client interaction abilities
  • Client focused.
  • Excellent interpersonal skills and positive attitude.
  • Strong leadership skills with contact centre workforce management knowledge.
  • Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure client requests are completed on time.
  • Ability to present ideas and information effectively in group settings.
  • Strong analytical, problem solving, ideation and time management skills.
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