Client Service

Job Description

*The Role Responsibilities
• Provide excellent service to set of key clients through assisting their day today inquiries related to our channel Straight2bank.
• Investigating and solving client s day today problem on other cash related enquiries, which may be complex or long-standing problems.
• Maintain and responsible in client satisfaction by providing resolution and fully ownership on the issue received by Client Service.
• Maximizes client operational performance by providing good quality of guidance and/or technical advice and escalate the resolution to the correct parties.
• Achieves client service objectives by contributing client service information and recommendations.
• Reviews and identify client service trend and determine improvements that may develop.
• Improves client service quality results by studying, evaluating on the current process.
• Support in any project within CSG to achieve targeted requirements
• Provide support to business by providing excellent services to key clients
• Perform other responsibilities assigned under Unit/Country, Business or Functional policies and procedure.
Processes
• Implement policies and procedures with guidance from Country/Group policies and procedures for Operations.
• Ensure operational disciplines such as basic requirements are well embedded, measured and tracked
• Ensure AML and sanctions activities are carried out at Operations as detailed in the various group guidelines
• Drive continuous improvements in Productivity and Cost Efficiencies
• Take accountability for all services supported by internal and external service providers
• Streamline and digitize end-to-end processes to reduce manual hand-off, reduce risk and improve client/customer service collaborating with Business.
• Ensure high security and protection of the Bank s, Client information.
People and Talent
• Develop and embed a high performance culture and organisational mindset to drive continuous improvement to Technology and Operations services.
• Lead through example and build the appropriate culture and values.
• Own personal development i.e. open to propose required training to help perform daily job to the best standard possible. At the same time also open for training suggestion suggested within Country or as well as required by the Group.
Risk Management
• Act quickly and decisively when any risk and control weakness becomes apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.
• As required, act as the first line risk owner under the Group s risk management framework at the appropriate level, e.g. Country.
• Ensure all necessary external legal and regulatory controls are in place from initial migration through service provisioning for Technology & Operations.
• Assist for business continuity planning for the country is in place.
• Ensure risks associated with acquisition and integration activities are well documented and addressed
Governance
• Support the Head, Operations and Countries to implement group policies and procedures in the country.
• Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements.
• Take personal responsibility for understanding the risk and compliance requirements of the role. Understand and comply with, in letter and spirit, all applicable laws and regulations, including those governing anti-money laundering, terrorist financing and sanctions; the Group s policies and procedures; and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters. Embed the Group s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees form part of the culture.
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.
Internal Stakeholders following individuals & their teams
• Transaction Banking (Country)
• Corporate & Insitutional Banking (Country)
• Operations (Country)
• ITO
• Regional/ Client Services Group Country Business Heads in Corporate & Institutional Banking
External Stakeholders
• Clients
• Local regulators and other government departments/officials
Other Responsibilities
• Embed Here for good and Group s brand and values
• Perform other responsibilities assigned under Unit/Country, Business or Functional policies and procedure.
Our Ideal Candidate
• Basic Knowledge: good grasp of area being served for i.e. Cash, S2B and general banking knowledge.
• Business Strategy and Model: able to demonstrate appropriate handling as per direction from the Group/Country direction.
• Risk Management and Control: ability to apply standard control required by the Group.
• Financial Analysis and Control: open to implement initiative to save cost/explore ways to do things better. On the next level, propose initiative for further exploration/execution.
• Governance, Oversight and Controls: Good grasp of policies and procedures.
• Academic or Professional Education/Qualifications
• Basic Microsoft office (Word, excel & power point) is a must
• Effective interpersonal and communication skills
• Enjoys working for and serving others
• Proactive rather than reactive
• Able to apply questioning skills for in-dept analysis attitudes, situations, problems and priorities to determined optimum strategy on how to deal with them
• Pleasant disposition and able to control feelings that may create conflict
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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 youre 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 cant 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, youll see how we value difference and advocate inclusion.,

Keyskills :
business continuity planningservice providersrisk management frameworkcode of conduct