Premier Service Officer

4 weeks ago

Mumbai, India Standard Chartered Full time

**Job***: Operations

**Primary Location***: Asia-India-Mumbai

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 10/Apr/2023, 12:17:37 AM

**Unposting Date***: Ongoing

**Roles and Responsibility**
- Responsibility for e2e CCIB Cash Premier Client services - Service management / Client Grievance Redressal / Proactive engagement and Service reviews / Service oriented A3s driving client service improvements. Incident management and Metric analytics and management

**Business**
- CCIB Platinum & Gold Clients

**Processes**
- End2end 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 and Talent**
- Good knowledge of Cash product/processes
- Organized and detail orientated
- Effective interpersonal communication skills
- Good problem-solving skills
- Able to identify and manage both transactional and operational risks
- Ability to work under pressure
- Client focused service delivery
- Strong analytical skills, metric management, drive change based on thematic output

**Risk Management**
- Managing all processes within the Risk and Compliance framework for Cash services
- Ensure all laid out policies and procedures are strictly complied with.
- Periodic checks for adherence with appropriate actions to mitigate or escalate as appropriate.
- Responsible for effective service recovery process through complaint management
- Maintain a professional SCB image through all interactions with clients
- Continually identify opportunities to improve client efficiency / performance, through e.g. optimising channel usage, identifying service improvements, product solutions.

**Governance**
- Responsible for effective delivery of the key components of Service management that is the mainstay of the Pan India Cash Service team.

**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 the [Cash Service team] to achieve the outcomes set out in the Bank’s Conduct Principles.
- Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

**Key Stakeholders**
- External - Clients
- Internal - CCIB TBS / RM / CM / IMO/ Cash Operations / PSS / Compliance

**Other Responsibilities**
- Contribute and provide ground level inputs on the country Service strategy, execution & implementation plan and champion New ways of working within the team

**Role Specific Technical Competencies**
- Client facing roles with strong client management skills
- People management and interpersonal skills
- Strong Cash Management Product & Process knowledge
- Data analytics

**About Standard Chartered**
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've 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 you're 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 can't 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, you'll 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 minimum global st

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