Premier Service Manager at Standard Chartered Bank

This role is responsible for delivering excellent client service and product advice for Corporate, Commercial & Institutional Banking (CCIB) Portfolio / Digital clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

• Deliver excellent service against agreed service standards
• As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients

Strategy

• Participate effectively on all operations and service-related aspects so as to help business achieve it’s targeted objectives and thus from turnaround to transformation (doubling-down on what we have done well, focusing on how we build partnerships with others to deliver better outcomes)

Business

• Ensure close collaboration with Business stakeholders (RM, Business Heads, service team and clients to achieve target objectives.
• Perform moderately complex cash operations tasks.
• Improve processes through new ways of working, agile method so as enables us to serve our customers with top-of-class products and services.

Client Service

• Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
• Work with internal stakeholders to provide end-to-end query resolution to client satisfaction
• Responsible for effective service recovery process through complaint logging and handling
• Maintain a professional SCB image through all interactions with clients
• Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives

Key Responsibilities

Risk Management

• Manage/mitigate risks as per banks risk framework guidelines
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding the bank, it’s clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgement regarding personal behaviour, conduct and business practices and escalating, managing and reporting control issues with transparency
• Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Governance

• Ensure appropriate governance oversight for all matters relating with Cash management operations Products.
• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations from international and local regulatory bodies

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Embed the Group’s values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees
• Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
• Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct

Key stakeholders

Internal

• Respective Product Operations Team Leaders, and Operations Head in country
• RMs & Business Managers
• TB Product & Sales Managers
• Head Client Experience, CCIB in country
• Country CIO
• GBS Product Operations Teams e.g. Portfolio / Digital Service Fulfilment Teams
• Technology partners e.g. PSS, Collective Intelligence & Command Centre

External-Clients, regulators (The Central bank of Tanzania, Tanzania Revenue Authority etc.) and stakeholders from other financial institutions.

Skills And Experience

• Market Knowledge
• Collaboration skills
• Stakeholders / Clients
• Personal Effectiveness

Qualifications

• Minimum of 3 years’ experience in Banking and or Service
• Languages: English and/or local language skills as relevant to country requirements
• Holder of Bachelor degree

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. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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.