Manager, Client Service WB

Join to apply for the

Manager, Client Service WB

role at

Standard Chartered Job Summary To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries, complaints, and other service-related issues based on the client tiering model. Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints, and any other service issues. Deliver excellent service against agreed service standards and in line with client satisfaction criteria. As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no / minimal escalation and identify opportunities to improve overall service for the clients. Foster long-lasting relationships and rapport with premier clients at the transactional / operational level. Works with the BAM team to manage existing / strategic clients to maximize client satisfaction and long-term contribution to the bottom line. Champion client incident management by ensuring timely rectification and escalation where required. Identify opportunities for service improvement based on useful metrics and demonstrate results. Key Responsibilities Service Delivery & Efficiency Primary point of contact / escalation for external clients in terms of providing solutions, enquiries, complaints, resolving of discrepancies and transactional errors. Ensure the provision of the highest standards of client service in response to client enquiries and complaints in order to deliver best-in-class client service. Ensure incidents are managed and resolved in a timely manner. Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol. Proactive client engagement and regular “pulse checks” for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients’ needs end-to-end. Use GEMS incident user interface to ensure client complaints are logged timely and accurately for auto-system escalation communications to the appropriate senior management levels responsible. Maintain a professional and positive SCB image through all interactions with clients. Continually identify opportunities to improve client efficiency and performance. Risk & Control Full awareness of the Bank’s risk management approach through 1st, 2nd, 3rd line of defense. Thematic analysis and review of client issues and complaints in order to identify root causes and remediation actions. Uphold highest level of code of conduct to ensure full compliance with regulations, policies, and procedures. Comply with Operational Risk Framework set out for Client Service including but not limited to client identification, complaints, and enquiry handling. Qualifications Minimum of 3 years client services experience with 5 years experience in Transaction Banking proficient product / process knowledge within securities services. Ability to write reports, business correspondence, and procedure manuals. Good influencing and negotiating skills at senior levels. Strong communications (both written and spoken) skills. Ability to deliver consistent results under pressure and beyond standard working hours. 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. What We Offer 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). Flexible working options based around home and office locations, with flexible working patterns.

#J-18808-Ljbffr