Job Description
To deliver simply first class client service and advice to our Transaction Banking Investors and Intermediaries (I&I) clients in all interactions for transactional enquiries, reporting requirements and other service-related issues.•Responsible for serving as primary contact person for clients and SCB (Standard Chartered Bank) staff for any account specific enquiries.
•Deliver first class service against agreed service standards.
•As a Service Partner, work together with Global Client Management (GCM), Relationship Managers (RM), Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver on new initiatives.
•Build relationships and rapport with all clients at the transactional / operational level
•Ensure that agreed service standards are maintained within their group and act as the initial point of escalation.
•Contribute to the delivery of key projects and internal initiatives.
Key Roles & Responsibilities
CLIENT ENGAGEMENT
•Primary point of contact for external clients for day-to-day account and transactional enquiries, reporting requests, discrepancy resolution and any other ad-hoc requirements
•Maintain a professional SCB image through all interaction and communication with clients,
•Proactively anticipates clients needs and takes action
•Makes proactive calls and visits to clients to build the relationship and ensure client satisfaction
•Maintain up-to-date records of all client enquiries on CRM (Client Relationship Management)
•Identifies opportunities to improve client efficiency, processes and overall team performance
•Ensures all Fees are collected within the stipulated timeframe as set out on the SLA (Service Level Agreement) and Custody Agreements.
STAKEHOLDER ENGAGEMENT
•Work with internal stakeholders for service requirements, enquiries, and instructions
•Builds and maintains internal networks
•Engages GCM, RM, Product and Operations Partners for input into client service issues, plans and reviews
•Engages Senior Management within SCB when their input is required.
RESOLUTION
•Ensure service levels are maintained through timely and appropriate response to queries
•Strengthens relationship through service recovery
•Ensures that complaints and errors are logged and handled appropriately
•Understands when and where to escalate potential issues
•Provides guidance and support with any significant issues with the aim of securing the best possible outcome
WORK MANAGEMENT
•Prioritises work to meet peaks and troughs and thereby creates time for additional responsibilities/activities (projects, training etc)
•Balances client needs and workload
•Works independently, taking ownership of issues and escalates as required Senior Management
RISK AND CONTROL
•Complies with laid out policies and procedures
•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
•Maintains the Bank’s reputation
•Actively manage risk by reviewing areas of risk and identifying ways to mitigate these
PLATINUM CLIENTS
•Participate in the annual account planning with the GCM or RM and agree account service plan for each client.
•Deliver the service plan, including:
•Participating in annual Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards
•Making proactive calls on clients to improve the utilisation level of facilities/systems, increase transaction volume, identify opportunities for channels and referrals for the business
•Ensure that agreed service standards are maintained, and where possible exceeded.
•Act as a point of escalation for Platinum Clients
Qualifications & Skills
•Business or accounting related degree.
•Minimum 5 years experience in a corporate banking environment of which minimum 2 years should be of managing corporate client relationships.
•Sound understanding of Investors and Intermediaries and custody services/products.
•A good understanding of the general, economic, political and business environment of the region.
•Strong awareness of in-house network systems and good PC skills.
•Excellent communication (written and verbal) and negotiation skills.
•Excellent interaction skills with senior management of corporate organisations (board members, Managing Directors, Finance Directors, etc)
•People management skills
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
Company Description
Standard Chartered PLC is a leading international bank, listed on the London, Hong Kong and Mumbai stock exchanges. It has operated for over 150 years in some of the world's most dynamic markets and earns more than 90 per cent of its income and profits in Asia, Africa and the Middle East. This geographic focus and commitment to developing deep relationships with clients and customers has driven the Bank's growth in recent years.With 1,700 offices in 70 markets, Standard Chartered offers exciting and challenging international career opportunities for around 85,000 staff. It is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. The Bank's heritage and values are expressed in its brand promise, Here for good.
