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Channel Helpdesk Manager
Standard CharteredKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionInternal : Head of Client Services Group; Client Service Account Managers; RM’s and Client Managers; Senior / Managers from related departments; Client Services Managers; PSS / Production Engineering team External : All CCIB Clients; key personnel of companies; other banks Strong understanding of payment file mapping and its application in the financial industry; experience with payment messaging and MT to MX transition; proficiency in business process analysis and functional specification development. Experience in financial services, particularly with payment systems; client service coordination with end clients preferred. Respond to S2B technical inquiries, requests and complaints promptly via inbound calls, email or live chat; meet TAT and address queries within cut-off; assist customers with product setup and step-by-step guidance; follow up to ensure resolutions. Troubleshoot, analyze, and report channel errors to Technology and coordinate fixes; analyze client feedback and advise management on improvements. Collaborate with other Technology teams to resolve complex issues; provide product and service information to customers; conduct client training on Online channel features. Prepare required performance reports (daily, weekly, monthly); project transaction volumes to ensure capacity; coach junior staff; adhere to service levels and metrics per CS G Metrics Guide. Support change initiatives to achieve market leadership in customer service; manage day-to-day delivery of Client Services with low risk and high efficiency; exceed service standards. Maintain internal controls and procedures; ensure alignment with process changes, policies, and regulations; log and track all enquiries in Global Enquiry Management System to SLA. Bachelor’s degree in information technology or a related field. Minimum 10 years’ experience in a Client Service or similar role; working knowledge of remote service tools and help desk applications. Strong understanding of payment standard format and its application; MT to MX transition experience; business process analysis and functional specification development. Project management skills; financial services / payments knowledge; customer service software proficiency; IT / technical support experience a plus. Excellent communication, analytical and problem-solving skills; ability to work under pressure; strong interpersonal skills; ability to adapt to different customer styles. Scripting skills such as Python and Excel VBA are advantageous. People-oriented, enjoys serving others, loves solving problems, and has a passion for technology. Good listener; clear communicator; patient, empathetic, and able to work with diverse groups. Proactive, collaborative, and leads by example; strong sense of belonging and trust in a team environment. Competitive salary and benefits supporting wellbeing; Core bank retirement savings, medical and life insurance with flexible options where available. Generous leave : annual, parental / maternity, sabbatical, volunteering leave; minimum 30 days combined holidays per year. Flexible working options based on location; wellbeing resources (Unmind) and development courses; Employee Assistance Programme. Continuous learning culture with opportunities to reskill / upskill and access to learning resources. Inclusive, values-driven organization with a diverse workforce.
Overview
Channel Helpdesk Manager at Standard Chartered. Identifies, investigates, and resolves client issues with S2B and H2H. Fields support calls, chat, email, and / or other communication from users with inquiries regarding S2B login, payment issues, reports generation and similar concerns.
Responsibilities
- Providing the highest standards of client service in coordinating to migrate clients; Universal Adapter Remediation, guide and perform testing and go live in production environment; respond to client enquiries and complaints to create improved, lasting relationships.
- Leverage the Voice of the Customer (VoC) process to understand client needs and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage.
- Coordinate with clients and Testing team for Universal Adapter Remediation and Production Testing, including end-to-end coordination and completeness of testing till go-live.
- Understand and apply the Bank standard format, map requirements to the Bank standard format, and ensure alignment with payment systems and business processes.
- Work with technical teams to integrate Bank standard format changes into payment platforms and systems.
- Engage with stakeholders (product managers, technical teams, and Line Manager) to align on Bank standard format (ipayment CSV).
- Ensure compliance with Bank standard format through testing and validation of payment systems.
- Keep up-to-date with latest Bank standard format developments and regulatory requirements.
- Ensure process for client identification is embedded and all control reconciliations are conducted timely and accurately.
- Comply with Money Laundering Prevention Procedures and report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
- Display exemplary conduct and adhere to the Group's Values and Code of Conduct; escalate and mitigate risk, conduct and compliance matters.
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Channel Manager • Kuala Lumpur, Kuala Lumpur, Malaysia
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