Client Service Team Leader

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. Its 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.Were 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.The Role Responsibilities & Our Ideal Candidate

• To handle SCB s client enquiries (Call and/or emails) with care and as per the prescribed standards in place.
• To handle corporate clients Channels (online banking) related enquiries.

1. Troubleshoot and resolve channels (online banking) issues and errors.
2. To handle documentation related queries for Channels (online banking).
3. To train commercial banking clients on Channels (online banking) - Login, Payment Creation and reporting etc
4. To co-ordinate with internal support teams and stake holder to solve online banking related issue.

• To complete/resolve inquiries correctly the first time to avoid unnecessary repetitions.
• To maintain all agreed quality standards to ensure that client needs are met all the time & that continued efforts are made to exceed their expectations.
• Decision making as per the Department Operating Instructions and within the timeliness and accuracy standards specified.
• Continuous improvement in productivity to the standards prescribed for the processes from time to time.
• Carryout ad-hoc responsibilities set by respective Managers from time to time.
• Compliance with all applicable rules/regulations of company and Group Policies.
• To take necessary tests and training as per Group and Company Requirements.
• To deliver first class service and efficiency whilst minimizing risk
• To work with the team and Line Manager to meet and exceed service standards.
• Sensitivity to client complaints and implementation of complaint recording, tracking and closure mechanism.
• Assisting the managers to manage the team resources
• To lead and coach new joiners

Strategy

• 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

Business

• 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

Processes

• Process improvement impacting customer service areas.
• Research and investigation
• Root cause analysis with clients and support teams.
• Preparation of customer information, reporting for management and customers & analysis of VOC s.
• Process improvement impacting customer service areas.

People and Talent

• Fluent English speaking and writing is compulsory
• Fluent Cantonese speaking is preferred
• Fluent Mandarin speaking and writing is preferred
• Intermediate level of cash product/processing or customer service experience (4-6 years experience)
• 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
• Ability to work under pressure

Risk Management

• 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.

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.
• Lead the team to achieve the outcomes set out in the Bank s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Qualification

• University graduates are preferred.

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 career pages . We welcome conversations on flexible working.,

Keyskills :
salescustomer relationsslaqualitycoachingonline bankingproblem solvingclient servicescustomer servicequality standardscommercial bankingclient satisfactionworking environmentcompatibility testing