Client Services Manager - Singapore - Standard Chartered

Standard Chartered

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Job:
Operations

Primary Location:
Asia-Singapore-Singapore

Schedule:
Full-time

Employee Status:
Permanent

Posting Date: 04/Aug/2023, 4:51:54 AM

Unposting Date:
Ongoing

Role Responsibilities

Primary point of contact for Portfolio of Premier Clients for professional advice, enquiries, complaints, resolving of discrepancies and transaction errors.
Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved and lasting relationship with clients.
Responsible for client satisfaction with service arrangement and delivery.
Work with internal stakeholders to provide end to end query resolution to client satisfaction.
Ensure that client's 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 facilities.
Build trust and strong working relationships with business and technology stakeholders.

Process

Leverage on metrics and client sights to understand Premier client's needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, upselling and crossselling etc.
Monitor Premier client transactions using available tools.
Work closely with Front Office Teams as product service specialist in country.
Participate in Periodic Service reviews for Premier clients.
On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office team to sell our service capabilities and/or resolve client's operational and service issues.
Provide proactive client updates.
Delivery product/channel training to Premier clients within the portfolio.
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 RM, Product Sales, other Front Office Teams.

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.

Conduct

Embed the Group's values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees.
Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, antimoney laundering, terrorist financing and sanctions; the Group's policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct.

Key Stakeholders

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
Diploma or Any Graduate Degree from a recognized University
3+ years of experience in service related or Corporate Banking client facing functions
Good level of cash management and Corporate Banking/ product knowledge
Comfortable with direct client and business partners interaction, with proven client interaction abilities
Excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients
Highly organised with good communication skills
Ability to multitask and meet deadlines against a highvolume work schedule.
Able to handle stressful situations well