Looking for the Service Manager

Job Description

*The Role Responsibilities Strategy
• Create a Service Culture and ensure a superior Service experience for our customers.
• Sound trade and Cash Knowledge.
• S2B Domain Knowledge is a must to facility Digitization.
• Ensure Digitization - Migrate customers to online and automated platforms.
• Effective Complaint and escalation Management.
• Ensure Process Simplification and TAT adherence.
• Achievement of the stated priorities.
Business
• Servicing the BB / ME for their end to end banking requirements.
• Ensure Digitization - Migrate customers to online and automated platforms (S2B, A2, Info-manager, E-alerts, E-statements, etc).
• Ensure Process Simplification and TAT adherence.
• S2B Domain Knowledge is a must to facilitate Digitization.
Processes Strong Trade Management
• Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit, etc.
• Communicate disposal instructions to Trade / Payments units.
• Non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward / inward remittances, static data updating, forex transactions, current account, lending accounts etc. Communicate disposal instructions to Trade / Payments units.
• S2B domain and process knowledge.
• Increase scores of NPS and other customer satisfaction surveys.
• Migrating customers to right channels for various trade / cash requirements.
• Define seamless processes requiring minimal manual intervention.
• Work closely with the Service delivery teams to ensure excellent service to the Corporates. Liaison with all internal units to ensure SLA / TAT s is maintained.
• Review service gaps and process to meet customer expectation.
• Handle Complaint / Escalation process.
• Cash Management skills.
People and Talent
• Encourage team members to identify and drive opportunities to challenge status quo towards delivering the Bank s vision and priorities.
Risk Management
• Ensure compliance and adherence to the applicable processes, guidelines and norms.
• Ensure that we are always audit ready.
Governance
• Ensure good audit ratings in all internal / external audits, Group Audits.
• Adherence to regulatory and internal guidelines.
• AML / CDD guidelines along with Group code of conduct.
• Ensure Audit awareness.
Regulatory and 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 to achieve the outcomes set out in the Bank s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
Key Stakeholders
• Business, IMO, trade and Cash Operations ,Payments team, local Operations team, Products, Branch Banking, Asset Operations and all channels of service.
Our Ideal Candidate
• Bachelor s degree.
• 15 years of experience in Customer Service and 5 years of experience of serving Business banking clients.
• Strong Trade knowledge is a must.
• Good S2B knowledge.
Role Specific Technical Competencies
• Stakeholder Management, Leadership and Collaborative skills
• S2B knowledge
• MS Office
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. 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.Visit our careers website www.sc.com/careers ,

Keyskills :
external auditfinancial marketscurrent accountsalescustomer servicecash operationsbranch banking