Customer Service Manager

Key Responsibilities

Strategy 
•    Result-driven professional having experience in lending products-Loan Against Securities, delivering consistent and reliable results, supporting revenue growth and improving cost efficiency. Expertise in optimizing individual performance, improving operational and financial efficiency, enhancing capital position, and maximising compliance to mitigate risk coupled with domain knowledge of equity capital market 

Customer Service & Relationship Management
•    Act as the primary point of contact for LAS customers for servicing-related requests.
•    Ensure prompt resolution of customer queries, complaints, and escalations.
•    Maintain high customer satisfaction through proactive communication and service delivery.
•    Build and strengthen relationships with HNI/UHNI and retail clients.

Operations & Process Management
•    Manage LAS servicing activities including account maintenance, renewals, lien creation/release, limit enhancements, share substitutions, and account closures.
•    Coordinate with Credit, Operations, CDD, Risk, and Custody teams for seamless customer servicing.
•    Monitor service turnaround times (TAT) and drive process improvements.
•    Ensure accurate documentation and record management.

Portfolio Monitoring
•    Track customer portfolios and identify servicing opportunities.
•    Support retention and renewal initiatives.
•    Monitor exceptions and ensure timely closure of pending cases.

Risk, Compliance & Governance
•    Ensure adherence to regulatory requirements, internal policies, and operational controls.
•    Maintain data confidentiality and customer information security.
•    Escalate operational risks, control gaps, and customer-impacting issues promptly.
•    Support audit, compliance, and regulatory reviews as required.

Stakeholder Management
•    Collaborate closely with Relationship Managers, Sales Teams, Operations, Credit, and Support Functions.
•    Drive coordination among internal teams to enhance the customer experience.
•    Provide regular updates on service performance and customer feedback.

Key Performance Indicators (KPIs)
•    Customer satisfaction scores
•    Service request turnaround time (TAT)
•    Complaint and escalation resolution effectiveness
•    Portfolio retention and renewal rates
•    Operational accuracy and compliance adherence
•    Productivity and service-quality metrics

Regulatory & Business Conduct
•    Demonstrate the highest standards of integrity and professionalism.
•    Comply with all applicable regulations, internal policies, and code of conduct requirements.
•    Ensure fair customer outcomes and responsible banking practices.

Key stakeholders
•    Risk & Policy, Operations & Auditors

Skills and Experience

•    Experience in managing Branches for their needs & Compliance
•    PO creation & Invoice Processing
•    Knowledge of various Statutes
•    MS-office, word, Power soft, Power BI
•    Problem Solving
•    Planning & Coordination
•    Experience in LAS, secured lending, wealth management, or banking operations/customer service.
•    Strong understanding of securities-backed lending products and banking processes.
•    Excellent communication, stakeholder management, and problem-solving skills.
•    Ability to manage multiple customer requests while maintaining service quality.

Qualifications

•    Education: A Commerce graduate/ MBA with minimum 2 years of experience / Bachelor's Degree in Finance, Banking, Business Administration, or related field.
•    Training: Professional approach
•    Licenses: Flexible with the ability to work around changing business needs
•    Membership: Team player
•    Certifications: Excellent command over the MS Excel functions & MS PPT.
•    Languages: English, Hindi

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.