Client Service Manager

Client Service Manager

Standard Chartered
Malaysia
Not Specified
Not Specified

Job Description


About Standard Chartered 
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.  
To us, good performance is about much more than turning a profit.  It%27s about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. 
We%27re committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

Job Purpose
  • Provide Support to TB Clients for FX Deal Execution, Utilization and other follow up activities. 
  • GBS Client Service Manager monitor and meet all required performance related KPIs
  • GBS Client Service Manager shall adhere to their Service Level %26amp; Metrics as detailed in the CSG Metrics Guide
  • To manage the day-to-day delivery of Client Services, to deliver simply first class service and efficiency whilst minimizing risk
  • Responsible for ensuring high quality Client Services, serving clients and SCB staff for advice, enquiries, complaints, etc.
  • To work with the team and Line Manager team to meet and exceed service standards.
  • Ensure appropriate internal controls and procedures are in place and clearly documented.  Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies and regulations.
  • Ensure adherence to policies including escalation and compliance requirements.
  • Ensure the team for all enquiries received are logged in the complaint management system and tracked until closure, adhering to the SLA set.

The Role Responsibilities

Delivery and Efficiency
  • Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
  • Responsible for client satisfaction with service arrangements and delivery

Risk %26amp; Control
  • Ensure process for client identification is clearly embedded
  • Ensure that all control reconciliation activities are conducted in a timely and accurate manner
  • Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.

Day to Day %26amp; Managerial Responsibilities
  • Manage day to day FX related queries and related services for Cash Clients. 
  • Ensure that all client interaction and related processes are clearly understood and applied for day to day execution.
  • Provide clients with appropriate guidance for booking and utilization of FX Deals;
  • Follow up with clients and SCB teams as appropriate where deals are not effectively utilized by clients
  • Take ownership of the issues raised and ensure final response and closure is provided to the clients via a resolution or a workaround
  • Understand linkages between the payments product and associated FX and have the ability to hone on the underlying issue and take it up with the relevant team for resolution
  • Provide suggestions to the product and solutions team on strategic fixes to recurring issues

Skills/Behaviour Standards
  • Maintain a professional SCB image through all interactions with clients
  • Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.

Our Ideal Candidate

  • Organized and detail orientated
  • Computer literate with the ability to learn customer service software applications
  • Effective interpersonal and communication skills
  • Good questioning skills
  • Good analytical and problem solving skills
  • Able to recognize basic styles of customer behavior and how to adapt each style to create positive ‘chemistry’
  • Ability to work under pressure
  • Good knowledge of Digital Solutions and Services offered by SCB to clients, specifically deal booking and utilization processes and procedures.
  • Good knowledge of S2B and other systems related to FX Deal set up and booking
  • Cantonese Language proficiency is a MUST (for KL only)

Apply now to join the Bank for those with big career ambitions. 
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

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