Client Service Manager - Distribution Network

Key Responsibilities

• Ensure high level of customer service and manage difficult customer situations. • Ensure resolution of all complaints received for branches through COMMAND. • Gather/prepare statistics for service quality and productivity indicators • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections • Find ways to improve operational efficiency and control costs to meet cost budgets • Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs • Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints • Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities • Responsible for general reconciliation and control activities • Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines • Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff • Contribute to branch performance through referrals, efficient customer service, effective operations controls • He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.

Skills and Experience

• Addressing Customer Needs • Anti-money Laundering Policies and Procedures • Bank Account Features and Services • Customer Experience Management • Customer Interaction • Customer Retention

Qualifications

• Graduate/ Postgraduate • Customer Orientation and service focus • Anywhere between 1 - 4 years of overall experience • Banking knowledge, understanding of front and back-office processes and procedures • Good Interpersonal Skills • Strong Communication Skills • Team-playing ability

About Standard Chartered

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.