Transaction Banking (TB) Client Service Account Manager
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Key skills for this role
About the Role
Standard Chartered Bank is seeking a client-focused Transaction Banking Client Service Account Manager to deliver exceptional service for Corporate and Institutional Banking clients.
Key Skills for This Role
Responsibilities
- Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders
- Monitor, track, and resolve client service issues through structured service management practices
- Participate in regular service review meetings and ensure agreed actions are completed
- Maintain accurate client service issue logs and drive timely resolution of identified concerns
- Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes
- Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders
- Ensure client complaints are logged and managed in line with the Bank's Complaints Policy
- Leverage available reporting tools and client experience dashboards to identify trends, address root causes, and improve service performance
- Promote best practices, knowledge sharing, continuous improvement, and professional development across the service organisation
Requirements
- Experience in banking or a similar financial services environment
- Bachelor's degree in Banking, Finance, or a related discipline preferred
- Experience in Client Service and Cash Products
Full Job Posting
Job Summary
- We are seeking a client focused TB (Transaction Banking) Client Service Account Manager to deliver an exceptional and consistent service experience for Corporate and Institutional Banking (CIB) clients across our network.
- The role is responsible for implementing client specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives.
Key Responsibilities
- Support delivery of the Corporate and Institutional Banking (CIB) and Transaction Banking (TB) strategy by ensuring client servicing standards are consistently met or exceeded.
- Build a strong understanding of business priorities and client expectations to enhance service delivery outcomes.
- Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders.
- Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience forums.
- Contribute to strategic initiatives, service transformation projects, and client experience programmes.
- Build trusted client relationships throughout the service lifecycle and identify opportunities for cross selling relevant solutions.
- Monitor, track, and resolve client service issues through structured service management practices.
- Participate in regular service review meetings and ensure agreed actions are completed.
- Maintain accurate client service issue logs and drive timely resolution of identified concerns.
- Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes.
- Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders.
- Ensure client complaints are logged and managed in line with the Bank's Complaints Policy.
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
- Bachelor's degree in Banking, Finance, or a related discipline preferred.
- Experience in banking or a similar financial services environment.
- Experience in Client Service and Cash Products.
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