Client Service Manager

Job Summary

To provide clients with information about Standard Chartered Bank's retail Banking Products.

Also handle client calls / issues while providing consistent delivery of client delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies.

RESPONSIBILITIES

• Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)

• Sign up customers for value added services and digital education (if applicable)

• Tag the call type accurately as appropriate

• Give accurate information to customers on his queries / concerns

• Have high awareness levels on KYC and Anti-money laundering Policy

• Multi-skilled to handle both inbound and outbound calls (if applicable)

• Initiate and strive towards achieving set targets and service standards

• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)

• Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management

• Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable)

• Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable)

• Customer Data Confidentiality to be strictly adhered to

• Adherence to compliance with all applicable rules / regulations and group policies

• Ensure KPI's (Key Performance Indicator) & KRI's (Key Risk Indicator, eg - proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement

Key Responsibilities

Risk Management

• Ensure the business meets its obligations on the prevention of money laundering under the Group Policy and Standards and under local laws and regulations.

• Processing and decision making as per Departmental Operating Instructions manual and within the time lines and accuracy standards specified.

• Continuous Improvement in Productivity to the standards prescribed from time to time.

• Upholding the values of the group & company at all time

• Compliance with all applicable rules / regulations and company group policies.

Governance

• Ensure the business meets its obligations on the prevention of money laundering under the Group Policy and Standards and under local laws and regulations.

• Processing and decision making as per Departmental Operating Instructions manual and within the time lines and accuracy standards specified.

• Continuous Improvement in Productivity to the standards prescribed from time to time.

• Upholding the values of the group & company at all time

• Compliance with all applicable rules / regulations and company group policies.

Skills and Experience

• Client service experience

• Communication Skill

Qualifications

• Graduate

• Fresher or with 1-2 years of experience in service / Sales / Collection (as per the job role)

• Excellent communication skills in written and verbal English

• Basic computer skills

• Strong service / Sales / Collection orientation (as per the job role)

• Strong knowledge of bank's products & services and willingness to learn new products

• Manage conflicts and solve problems

• Patient, Non-Confrontational, Resilient

• Positive, polite, cheerful and courteous

• Flexible to stretch and work across different calendar days and time zones in a week/month

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.