Premier Service Associate Manager

Role Responsibilities

This role is responsible for delivering excellent client service and product advice (CASH) for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.Acts as the in-country primary Service SPOC for Premier clients and internal staff for advice, enquiries, complaints and any other service issuesBuild strong relationship and rapport with clients at the transactional and operational levelDeliver excellent service against agreed service standardsIdentify opportunities for increasing clients’ product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available toolsDeliver product / channel training and advisoryAs 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 clientsStrategyPrimary SPOC for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errorsProvide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clientsResponsible for client satisfaction with service arrangements and deliveryWork with internal stakeholders to provide end-to-end query resolution to client satisfactionEnsure that client SLAs are metResponsible for effective service recovery process through complaint logging and handlingMaintain a professional SCB image through all interactions with clientsLog and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiativesPremier Service ManagementLeverage on metrics and client insights to understand Premier clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etcMonitor Premier client transactions using available tools for UBAM and selectively intervene, coordinating with various units and clients to ensure that transactions are processed in a timely mannerWork closely with Front Office Teams as product service specialist in countryParticipate in periodic Service Reviews for Premier clientsReview service performance with the clients and generate ways to continuously improve service standardsOn a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office Teams to sell our service capabilities and/or resolve clients’ operational and service issuesProvide pro-active client updatesDeliver product / channel training to Premier clients within the portfolioMake proactive calls on Premier clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the businessBuild trusted partnerships with clients at the daily transactional / operational levelProactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales, other Front Office Teams.BusinessRegulatory & Business ConductDisplay 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 (India Cash Service ) 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.ProcessesIdentify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practiceEnd2end client management for Gold & Platinum clients – Enquiries, Complaint Management, and proactive client outreach/service reviews.Pan India metric analysis and management, Incident Management and reporting.The role demands a client centric individual with a robust Cash/Channel product knowledge and proficiency in analytics.The individual to drive change based on the analysis within the Cash Service team.People & TalentPeople with Strong analytical skills, metric management, drive change based on thematic outputGood knowledge of Cash product/processesOrganized and detail orientatedEffective interpersonal communication skillsGood problem-solving skillsAble to identify and manage both transactional and operational risksAbility to work under pressureClient focused service deliveryRisk ManagementComply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handlingComply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line ManagerAdhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulationsGovernanceResponsible for effective delivery of the key components of Service management that is the mainstay of the Pan India Cash Service team.Regulatory & Business ConductDisplay 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 (country / business unit ) 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.Key stakeholdersExternal clientsRespective Product Operations Team Leaders, and Operations Head in countryRMs & Business ManagersTB Product & Sales ManagersHead Client Experience, CCIB in countryCountry CIOGBS Product Operations Teams Premier Service Fulfilment TeamsTechnology partners PSS, Collective Intelligence & Command CentreQUALIFICATIONSTRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONSGraduate / PostgraduateExceptional communication skills (Written and Verbal)A person from commerce background is preferredExperience in a similar service role / banking knowledge.Multitasking abilities and a fast learnerOur Ideal CandidateData ScienceCommunication skills

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