Premier Service Manager

Standard Chartered Bank
Singapore, Singapore
12 May 2022
11 Jun 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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, parental/maternity (20 weeks), sabbatical (12 weeks 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.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
The 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, 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.
  • 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 cross-selling 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 pro-active 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
  • 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, anti-money 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
Our Ideal Candidate
  • 4+ years of experience in banking and/or financial services sector
  • Market Knowledge: Strong product / process knowledge (in at least one product area) of the business.
  • Client Knowledge: Knowledgeable in current and proposed client requirements in at least one product area. Current experience in active client management.
  • Collaboration skills: Excellent collaboration skills and ability to work effectively in a team especially with product operations partners.
  • Stakeholders / Clients: Highly experienced in engaging effectively with Business stakeholders, and Clients (from a service, not necessarily sales perspective)
Personal Effectiveness
  • Detailed orientated, team player, takes end to end ownership
  • Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients
  • Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
  • Able to establish and maintain effective working relationships with peers and business partners
  • Comfortable with direct client and business partners interaction, with proven client interaction abilities
  • Client focused
  • Excellent interpersonal skills and positive attitude
  • Strong analytical, problem solving, ideation and time management skills

Role Specific Technical Competencies
  • Excellent communication skills
  • Excellent interpersonal skills
  • Problem solving skills
  • Detailed orientated

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