Client Service Manager - Distribution Network

Core Responsibilities

Strategy
•    Ensure high level of customer service and oversee difficult customer situations.
•    Secure resolution of all complaints received for branches through COMMAND.
•    Gather/prepare statistics for service quality and productivity indicators
•    Ensure compliance with internal and external guidelines and guarantee minimal comments in audits and other inspections
•    Find ways to strengthen operational streamlining and control costs to meet cost budgets
•    Guarantee transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs
•    Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and secure continuous improvement if below benchmark, sustain and better-quality service 
•    Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints

Business
•    Monitor and track transaction volumes and guarantee effective transaction migration to alternate channels of banking
•    Secure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
•    Accountable for general reconciliation and control activities
•    Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
•    Sales Referrals: where relevant, pinpoint prospects for cross-selling from observation of customer transactions to highlight to sales staff
•    Contribute to branch performance through referrals, efficient customer service, effective operations controls 
•    He/She is aware of bank’s Misselling & Sales Policies and ensure adherence all the times.
•    Guarantee he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must secure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
•    Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

Processes
•    Tasked with health and safety for all. As part of the Health and Safety guidelines you should:
•    Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
•    Make sure that your actions do not put others at risk; Work in a healthy and safe manner;
•    Encourage others to work in a healthy and safe manner
•    Report all accidents and incidents and bring to the attention of the management any hazard in the workplace

People & Talent 
•    NPS & Customer management 
•    See to it that NPS is at least in second quartile as compared to peers 
•    Use the online CMP system diligently and deliver on > 75% of their require customer contact each month 

Risk Management
•    Guarantee full awareness of all policies and procedures issued in relation to money laundering prevention and KYC. 
•    Secure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer

Governance 
•    Ensure full awareness of all policies relating to operational risk, sales processes, Misselling, etc. and comply with the same
•    Read, understand and comply with all provisions of the Group Code of Conduct

Regulatory & Business Conduct
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, such as regulatory and business conduct, over 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.
•    Efficiently and collaboratively pinpoint, escalate, mitigate and resolve risk, conduct and compliance matters.

Abilities and Experience

•    Understanding of Bank’s Products 
•    Understanding of front and back-office processes

Qualifications

•    Graduate/ Postgraduate
•    Customer Orientation and service focus
•    Anywhere between 1 - 4 years of overall experience 
•    Banking know-how, understanding of front and back-office processes and procedures
•    Good Interpersonal Abilities
•    Solid Communication Competencies
•    Team-playing ability

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 client organisations, communities, and each other. We question the status quo, love a challenge and enjoy finding new chances 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 collaborate 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 organisation at the heart of what we do
• Never settle, continuously striving to enhance 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 establish 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 among them 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 capabilities, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your development, with prospects 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, throughout our teams, business functions and geographies - everyone feels respected and can realise their full potential.