Required for Client Service Manager

Job Description

The Role Responsibilities Strategy
• Assist assigned Relationship Manager to achieve financial targets by providing strong support function
• To provide excellent customer service to existing and prospective clients
• Assist in deepening existing client relationships through excellent customer service
Business
• Provide accurate and timely support to Relationship Managers and their clients.
• Handling of Relationship Manager s inbound calls where necessary, in particular fielding non-investment related enquiries.
• Keep up to date with new developments in banking, financial and SCB investment products and services.
• Produce high quality phone and written correspondence to clients.
• Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank s policies and procedures (including those relating to CDD, PEP, SAR & Risk Status).
• Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients.
• Call Backs to clients to verify high risk payments, change of addresses, enquiries and various administrative matters etc
• Resolution of one and done client enquiries and escalation of more involved investigations.
• Assist with the preparation of Client Due Diligence (CDD) reviews, and ensure deadlines are met, follow up of issues raised as required by RM
• Daily review of overdraft, account balance and deposit reports.
• Action PD Report and Delinquent Report in line with credit process.
• Response to client/RM/ investigations by phone/fax/e-mail
• Debit card/PIN ordering and all card related enquiries from clients, transferring these to the Debit Card centre wherever possible.
• Deal with Account Opening documentation and queries as required and ensure paperwork is sent to filing on a regular basis Co-ordinate all client visits to ensure pertinent information is available, eg documentation for signature, missing KYC etc.
• Accurate account of all client contact to be documented on the Bank s systems (CUPID, Sharepoint, Datastore etc)
• Deal with and process payments, deposits and securities transactions accurately and within deadlines and follow up with any queries.
• Provide assistance with booking Investment business trips
• Provide investment valuations and statements as requested
• Participation in AML/CDD and Sanctions awareness training to develop a thorough understanding of the key components in preventing money laundering, terrorist financing and sanction breaches.
• Maintain an ongoing awareness and consideration of AML Red Flags of suspicious activity in order to determine when it is appropriate to raise a suspicious activity report with the Money Laundering Reporting Officer.
• Log of CPD activity to be kept up to date and submitted quarterly to the CPD supervisor and TL.
Risk Management Decision Making Authority / Judgement / Complexity:
• As per Delegated Authorities
Governance
• Measured indirectly by the success of the Relationship Manager via AUM and revenue goals.
• CDD Completion of documentation and adherence to local and group compliance issues.
• Complaint reduction (With reference to CSM responsibilities only)
• Adherence to Complaint response and resolution metrics
• Reduction in losses through identifying fraud in region
• Achievement of minimum 25 hours CPD (Continual Professional Development) per annum
• Successful completion of all annual product accreditation tests and mandatory e-learnings
• Minimising operational losses and P & L claims
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 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.
Key Stakeholders
• COO, UK & Jersey
• Head of Client Service, Jersey
• Customer Services Team Leaders
• Relationship Managers
• Card Departments in Dubai and Chennai
• Other Team members
• Operation teams in Jersey and Chennai
• Compliance & Ops Risk
• External clients
Our Ideal Candidate
• A financial qualification would be advantageous
Knowledge / Skills / Experience Required:
• General Banking experience, preferably in a Private Bank Client Service role
• Solid knowledge of banking practices and associated regulatory requirements
• Solid knowledge and adherence to the company s policies and procedures.
• Strong verbal and written communication skills
• Ability to work under pressure and meet tight deadlines.
• Willingness to speak/correspond to clients on a daily basis
• Team player, using any spare capacity across the team.
• Eagerness to learn all roles within the whole team
• Ability to work with Relationship Management team, Operations, Compliance etc, focusing on working as one bank
• Good knowledge of how the global financial and investment markets operate.
• Good knowledge of SCB products.
Visit our careers website www.sc.com/careers ,

Keyskills :
spare partskeeping things simplered flagshuman skillsworkshopcustomer servicesalesprivate bank