Job Description
To deliver simply first class customer
service to Wholesale Banking clients in all interactions for transactional
enquiries, complaints, and other service-related issues.
•Responsible for serving as primary contact person for clients and SCB staff for advice, enquiries, complaints, etc.
•Responsible for serving as primary contact person for clients and SCB staff for advice, enquiries, complaints, etc.
•Deliver against agreed service standards.
•As a Service Partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver the bank.
•Build relationships and rapport with key Platinum / Gold clients at the transactional / operational level.
•Be a clear service leader.
Key Roles & Responsibilities
Client Service
•Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors especially in Trade Products
•Provide the highest standard of customer 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 for service requirements, enquiries, andinstructions
•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 / performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities
•Prepare reports on enquiries/complaints, weekly activities and ensure submission weekly to the Head client service group
•Drive the Channel conversion project and ensure delivery of targets in this area
•Drive Channel Utilisations i.e. Straight2bank
•Fully maximize the capabilities of the Client Relationship Management tool in capturing of Client
•enquiries and Complaints.
•Conduct Client Visits in line with plans and ensure submission of report while ensuring all raised issues are addressed within agreed timelines with client
Risk & Control
•Comply with the process for customer identification
•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.
•Adherence to local regulations
Operational Excellence
•Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice
Key & Platinum Clients Service
•Participate in the annual account planning with the RM and agreeaccount service plan for the client.
•Deliver the service plan, including:
•Participating in annual Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards
•On a selective basis, accompanying Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
•Leveraging on the VoC process and the relationship 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.
•Making proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
•Build trusted partnerships with clients at the daily transactional / operational level
Qualifications & Skills
•Minumum 7 years banking experience
Organised and detail orientated
•Computer literate with the ability to learn customer service software applications
•Effective interpersonal and communication skills
•Good questioning skills
•Good analytical and problem solving skills
•Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’
•Able to identify, manage and create a balance between client need and operational risks
•Ability to multi task and handle pressure
•Advanced level product/process knowledge
•Sound WB banking operations experience including channels and channel usage
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
Company Description
Standard Chartered PLC is a leading international bank,
listed on theLondon, Hong Kong and
Mumbai stock exchanges. It has operated for over 150 years in
some of the world's most dynamic markets and earns more than 90 per cent of its
income and profits in Asia, Africa and the Middle East. This geographic focus
and commitment to developing deep relationships with clients and customers has
driven the Bank's growth in recent years.
With 1,700 offices in 70 markets, Standard Chartered offers exciting and challenging international career opportunities for around 85,000 staff. It is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. The Bank's heritage and values are expressed in its brand promise, Here for good.
With 1,700 offices in 70 markets, Standard Chartered offers exciting and challenging international career opportunities for around 85,000 staff. It is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. The Bank's heritage and values are expressed in its brand promise, Here for good.
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