Client Service Manager

Role Responsibilities

• Business Banking ("BB") within Standard Chartered Bank aims to provide companies with turnover of up to US$50mio in Singapore a suite of product that meets their financing requirements.
• As a client service manager, you will be expected to service and manage the accounts within your portfolio, develop new sales opportunities/referrals to upgrade accounts to RMs for deepening. Candidate will also work in tandem with Client Contact Centre and Retail branches to attend to the servicing and business monitoring needs of mass market customers so as to ensure top-notch client experience and solutions delivered. In addition, you are to provide sales support to the Business Banking Client Acquisition channel to facilitate the process to ensure smooth opening of accounts and disbursement of loan applications.

Key Responsibilities

• Multi-product knowledge in assets and liabilities.
• Detailed awareness of BB customer value proposition and service needs.
• Generate new business opportunities and referrals in order to build, develop and maintain a profitable client base.
• Build and expand existing customer relationships, account management and maintain accurate and up to date records.
• Maintain close working relationships with Client Contact Centre and Branches to provide solutions to the mass market customers.
• Conducting pre-screening sanity checks & processing of mass market customers instructions received.
• Assist mass market clients to submit loan applications where applicable when there is a change in entity type, business activity, guarantors, business owners etc.
• Provide a high level of professionalism in conducting consultations and profiling with customers.
• Deliver services to customers that are synonymous with the brand experience and values promoted by the Bank.
• Performing Credit Bureau extraction and reconciliation, fulfilment sanity checks and lodgement for unsecured loans and Business Property Loans to facilitate smooth opening of accounts and disbursement.
• Collaborate with product, credit and functional specialists to deliver timely and effective client solutions.
• Identify and prioritize activities to ensure high levels of service quality.
• Give regular feedback to management on product, processes based on customers' feedbacks.

Performance Measures

• To ensure complete compliance and quality of work that meets internal and regulatory requirements.
• New sales opportunities/referrals to RMs for deepening
• Digital penetration and active users of NTB/ETB
• Clients' experience - compliments
• Compliance with regulatory framework
• Quality of work / errors

Portfolio Measures

• To ensure complete compliance and quality of work that meets internal and regulatory requirements.
• Bank's interest must be protected at all times. Raise any risk concerns in writing immediately to seniors. Ensure Bank's is never at risk from your action, or inaction.
• Compliance with all the Bank's policies without any delays.
• Ensure Customer Due Diligence ("CDD") for both NTB and ETB are performed up to the latest due diligence standards.
• To engage Product Specialists to provide banking services at corporate and individual level. Drive cross product sales of all the Bank's products and services for corporate and personal level.
• To revert to all customer queries within 2 business days.
• Work Ethic - Must be an 'A' player.
• Punctual at work and when visiting customers.
• Self-driven, self-motivated, and a pro-active approach toward resolving issues.
• Timeliness and Responsive : be mindful of deadlines and ensure deliverables within stipulated timeframe.
• Integrity - responsible for quality of work deliverables.
• Contactable at all times notwithstanding after office hours. Expected to return calls if first contact not successful.
• Team player ready to support the team and business, and ready cover team members' duties as necessary.
• Appropriate dressing that must meet Bank's standards.

Our Ideal Candidate

• 2 + years experience with front office banking experience in a South East Asia market.
• Excellent business acumen and will have the ability to build relationships and cross-sell.
• Strong communication and stakeholder management skills, able to converse in appropriate levels of detail.
• Highly developed written communication and analytical skills.

Role Specific Technical Competencies

• Familiar with customer due diligence processes including FATCA adherence.
• Knowledge of competitive environment in order to position Bank's products appropriately.
• Keen negotiation and closing skills.
• Knowledge and ability to determine and satisfy client servicing needs and maintain a partnering relationship during engagements.

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