Job Summary
As a Client Service Manager, You would be responsible for delivering excellent client experience to our Premier cash Corporate clients with various opportunities to participate in projects to elevate client experience or improve processes.
About our Client Servicing Team
If you’re motivated by providing outstanding service to clients, then our Client Servicing team could be the perfect fit for you. We ensure seamless delivery for all our corporate clients across different processes and services. You’ll learn about the whole client lifecycle and be given the opportunity to build on your specific skills and experiences to drive your career in a direction that suits you. At the same time you’ll have the autonomy you need to drive change, ensuring we are continuously innovating to develop the banking that everyone needs to thrive in the future.
About our Technology and Operations Team
Our Technology and Operations (TandO) team is the powerhouse for the Bank. We aim to go further, faster, to ensure we're agile and ready for tomorrow, today. Our diverse network enables us to innovate and build banking solutions that support communities to prosper. We're a place where talented people are encouraged to grow, learn, and thrive, to drive their own career journeys, to reach their full potential.
When you work with us, you’re protecting the reputation and legacy of a 170 year organisation and building on it. We’re driven by progress and continuously evolving to ensure we’re agile and ready for tomorrow, today.
Key Responsibilities
- Primary point of contact for Premier Corporate Clients for professional advice, enquiries, complaints, resolving of discrepancies and transaction errors
- Display confidence and capability to manage client escalations swiftly, accurately and effectively.
- Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved and 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.
Skills and Experience
- Experience in client servicing role
- Experience in crisis management and able to work well under pressure
- Excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
- Confident in doing presentation for Service Review with clients
Our Ideal Candidate
- 4+ years of experience in service related or Corporate Banking client facing functions
- Good level of Cash Management, Channels and Corporate Banking/product knowledge
Role Specific Technical Competencies
- Excellent communication skills
- Excellent interpersonal skills
- Problem solving skills
- Detailed orientated
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.
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
