Transaction Banking (TB) Client Service Account Manager
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Key skills for this role
About the Role
Standard Chartered is seeking a client-focused Transaction Banking Client Service Account Manager to deliver exceptional service for Corporate and Institutional Banking clients. The role involves implementing service propositions, managing escalations, driving service excellence, and strengthening client relationships.
Key Skills for This Role
Responsibilities
- Implement client specific service propositions for CIB clients
- Lead virtual client service teams
- Manage service escalations and drive resolution
- Conduct service reviews and identify improvement opportunities
- Collaborate with Sales, Product, Operations, and Functional teams
- Monitor and track client service issues through structured management practices
- Ensure client complaints are logged and managed per Bank's Complaints Policy
- Leverage reporting tools and dashboards to identify trends and improve service
Requirements
- Bachelor's degree in Banking, Finance, or related discipline preferred
- Experience in banking or similar financial services environment
- Experience in Client Service and Cash Products advantageous
- Risk and AML certification as required by Bank policy
- Strong English and/or relevant local language proficiency
Full Job Posting
Job Summary
- We are seeking a client focused TB Client Service Account Manager to deliver exceptional service for CIB clients across our network.
- The role is responsible for implementing client specific service propositions, leading virtual client service teams, managing service escalations, and driving service excellence.
Key Responsibilities Strategy
- Support delivery of CIB and TB strategy by ensuring client servicing standards are met or exceeded.
- Build understanding of business priorities and client expectations to enhance service delivery.
Key Responsibilities Business
- Serve as primary escalation point for critical client service issues.
- Ensure recurring issues are escalated and addressed through governance forums.
- Contribute to strategic initiatives and service transformation projects.
- Build trusted client relationships and identify cross selling opportunities.
Key Responsibilities Processes
- Monitor, track, and resolve client service issues through structured practices.
- Participate in service review meetings and ensure actions are completed.
- Maintain accurate client service issue logs.
- Strengthen collaboration across teams to improve service outcomes.
- Capture and share client service insights with stakeholders.
- Ensure complaints are logged per Bank's Complaints Policy.
- Leverage reporting tools and dashboards to identify trends.
- Promote best practices and continuous improvement.
Key Responsibilities Risk Management
- Maintain compliance with TB operational risk and governance framework.
- Promote risk awareness and effective control practices.
- Ensure adherence to regulatory requirements and internal policies.
Key Responsibilities Governance
- Complete all mandatory learning requirements.
- Support effective governance and control arrangements.
- Maintain awareness of regulatory environment.
Key Responsibilities Regulatory & Business Conduct
- Demonstrate highest standards of ethical behaviour.
- Ensure compliance with all applicable laws and Group Code of Conduct.
- Proactively identify and resolve risk and compliance matters.
Key Stakeholders
- Team Leader, Cash Client Services; Cluster Lead, Cash Client Service; Regional Lead, Cash Client Service; Cash Service Managers; Relationship Managers; TB Product and Sales Managers; Regional Client Service Managers; Client Managers; Risk Managers; Cash Operations Teams; Technology Managers; Financi
Skills and Experience
- Conduct Management
- Risk Management and Internal Controls (SIF)
- People Management
- Business Strategy and Business Model (SIF)
- Market Knowledge
- Product and Process Expertise
- Business Partnering and Stakeholder Management
- Strong client relationship and service management capabilities
- Ability to lead cross functional collaboration and drive issue resolution
Qualifications
- Bachelor's degree in Banking, Finance, or related discipline preferred.
- Experience in banking or similar financial services environment.
- Experience in Client Service and Cash Products advantageous.
- Risk and AML certification as required by Bank policy.
- Strong English and/or relevant local language proficiency.
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