Senior Customer Service Manager- Priority Clients

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.

Key Measurable

• Set performance goals and aim to achieve and exceed them
• Refer existing and new clients to sales staff
• Cross-sell products and services to new and existing customers
• Maintain support and rapport with customers and alliances
• Apply sales and service  model
• Visit and teleconsult  customers for potential and new business
• Broaden digital conversations with customers and ensure customers are migrated to the digital channels
• Ensure zero tolerance on errors and satisfactory audit ratings
• Adhere to complaints handling procedures at all times to avoid any un TCF.
• Any other duties that may be delegated by management

Relationship  Management :

• Set and monitor branch service standards in the branch
• Ensure the delivery of high service quality to customers
• Maintain good appearance of the branch facilities and staff
• Track service performance regularly and rectify any deficiency
• Attend to and resolve customer’s complaints or feedback promptly

People and Talent

Key Talent Themes required for a successful Client Service Manager:

• Motivation : Confidence, Intensity
• Influence   : Directive, Courage, Assertiveness
• Work style: Dependability, Organizer, and Focus.
• Relationship: Enthusiasm, Interpersonal, Rapport, Listener, Connecting, Communicator, Service.
• Thought Process: Business Thinking, Mastery, and Problem Solver.

Risk Management

•  Ensure proper control and efficiency in front office to avoid client complaints in the branch.
• Alert to unusual items , unbalanced positions , irregularities and long outstanding transactions
• Ensure good operating security measures in front office to avoid loss of bank deliverables under your custody.
• Confirm with all compliance requirements including central bank and anti money laundering requirements and group code of conduct.

AML

• Ensure you remain alert to the risk of money laundering and assist in the bank’s efforts in combating it by adhering to the key principles in relation to: Identifying your customers: know your customer; reporting suspicious : safeguarding records and not disclosing suspicions to the customer.
• Ensure your staff are trained in combating money laundering

Regulatory & Business conduct

• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
• 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 the Upcountry region to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Operation of Financial Markets; Financial Crime Prevention; The Right Environment.]*
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

Other Responsibilities :

Ensure alignment with the Bank’s Purpose statement and live the Bank’s valued behaviours

• Do the right thing:
• • Live with integrity
  • Think client
  • Be brave, be the change
• Never settle:
• • Continuously improve and innovate
  • Simplify
  • Learn from your successes and failures
• Better together:
• • See more in others
  • “How can I help?”
  • Build for the long term

Key Stakeholders

Internal 

• Priority Banking  Team Manager – For Performance management, coaching and staff development.
• Head Priority CVP & Segments
• Other Unit Heads / Distribution
• Segments team
• Wealth Specialists
• CE team
• Legal
• Compliance

External

• Bank Customers
• Vendors for supply of services

Our Ideal Candidate

• Minimum 5 O’level Credits or better including Mathematics and English.
• Degree in relevant subject plus 4 years  relevant experience
• Candidate is expected to possess extensive customer contacts that qualifies for the Priority Banking Segment
• Sound knowledge of general banking law and practice
• Competent in collaborating with product specialists .
• Effective understanding of client requirements and manage it without escalation.
• Strong interpersonal and communication skills with ability to deal with people of all levels
• A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements.
• A team player with good initiatives & assertiveness

Apply now to join the Bank for those with big career ambitions.