Premier Service Manager

Employer
Standard Chartered Bank
Location
Singapore, Singapore
Salary
Competitive
Posted
15 Nov 2022
Closes
26 Nov 2022
Ref
17734649
Job Function
Operations
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
Role Responsibilities
This role is responsible for delivering excellent client service and product advice (TRADE) for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.
  • Acts as the in-country primary contact person for a portfolio of Premier clients and internal staff for advice, enquiries, complaints and any other service issues.
  • Build strong relationship and rapport with clients at the transactional and operational level.
  • Deliver excellent service against agreed service standards.
  • Identify opportunities for increasing clients' product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available tools.
  • Deliver product / channel training and advisory.
  • As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
Client Service
  • Primary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.
  • Provide the highest standard of client 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 to provide end-to-end query resolution to client satisfaction.
  • Ensure that client 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 initiatives.
Premier Service Management
  • Leverage on metrics and client insights to understand Premier clients' needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling, etc.
  • Monitor Premier client transactions using available tools for eg. DTP, OTP, TD and selectively intervene, coordinating with various units and clients to ensure that transactions are processed in a timely manner.
  • Work closely with Front Office Teams / SSMs as product service specialist in country.
  • Participate in periodic Service Reviews for Premier clients.
  • Review service performance with the clients and generate ways to continuously improve service standards.
  • On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office Teams and SSMs to sell our service capabilities and / or resolve clients' operational and service issues.
  • Provide pro-active client updates.
  • Deliver product / channel training to Premier clients within the portfolio.
  • Make proactive calls on Premier clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.
  • 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 RMs, Product Sales, other Front Office Teams and SSMs.
Risk and Control
  • 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.
Operational Excellence
  • Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice.
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, 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 Relationships
  • External clients
  • Respective Product Operations Team Leaders, and Operations Head in country.
  • RMs and Business Managers
  • TB Product and Sales Managers
  • Segment Service Managers
  • Head Client Experience, CCIB in country
  • Country CIO
  • GBS Product Operations Teams eg. Premier Service Fulfilment Teams
  • Technology partners eg. PSS, Collective Intelligence and Command Centre
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 and 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.

Our Ideal Candidate
  • 1+ years of experience in Banking and / or any Services
  • Any Diploma or Graduate Degree from a recognized University
  • Excellent in Client handling, Client Trade transition, Client Documentation
  • Comfortable with direct client and business partners interaction, with proven client interaction abilities
  • 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
  • Able to establish and maintain effective working relationships with peers and business partners
  • 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).
  • Excellent interpersonal skills and positive attitude
  • Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
  • Strong analytical, problem solving, ideation and time management skills


Role Specific Technical Competencies
  • Proficient in Microsoft Office.
  • Knowledge on Product, Processes and Data Analytics

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 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.
Visit our careers website www.sc.com/careers
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