Senior Premier Service Manager

Job Description

*Role Responsibilities Strategy
• To deliver excellent client service and advice to our Corporate (Corporate and Institutional Banking and Commercial Banking) clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.
Business
• Responsible for serving as designated contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
Processes
• Deliver excellent service against agreed service standards.
• As a Service Partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
• Build relationships and rapport with identified premier clients at the transactional / operational level.
• Comply with Operational Risk Framework set out for CSG including but not limited to client identification, complaints and enquiry handling.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
• Participate in annual Service Reviews for identified premier clients.
• Reviewing service performance with the clients and generate ways to continuously improve service level standards.
• On a selective basis, accompanying RMs on sales calls to sell our service capabilities and / or to resolve clients operational and service issues.
• Leveraging on metrics and client insights to understand client s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling, etc.
• Making proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business.
• Build trusted partnerships with clients at the daily transactional / operational level.
• Provide pro-active client updates.
Risk Management
• The ability to interpret the Group s financial information, identify key issues based on this information and put in place appropriate controls and measures.
• Comply with the process for customer identification.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
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 [Not available] 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.
• PRA / FCA prescribed responsibilities and Rationale for allocation.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.
Key Stakeholders For Internal
• Team Leader, Client Service Group
• Head of Client Service Group
• Trade Services Managers
• Cash Management Services Managers
• Securities Services Managers
• Global Markets Operations Managers
• RMs and Business Managers
• Client Service Managers
• Managers in Hubs
External
• Clients
• Other Banks
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Keyskills :
salesbusiness developmentcustomer servicebanking