Service Manager

Job Summary Ensure Digitization - Migrate customers to online and automated platforms S2B A2 Info-manager E-alerts E-statements etc Ensure Process Simplification and TAT adherence S2B Domain Knowledge is a must to facilitate Digitization Coordinate with Trade Services for all queries relating to LCs remittances bank guarantees Export Credit etc Communicate disposal instructions to Trade Payments units Handling non-trade activities such as fixed deposit RTGS tracking of customer statements smooth processing of outward inward remittances static data updating forex transactions current account lending accounts etc Communicate disposal instructions to Trade Payments units Handle Complaint Escalation process NIL escalations against the Service Managers Increase scores of NPS and other customer satisfaction surveys Migrating customers to right channels for various trade cash requirements Define seamless processes requiring minimal manual intervention Work closely with the Service delivery teams to ensure excellent service to the Corporates Liaison with all internal units to ensure SLA TAT s is maintained Review service gaps and process to meet customer expectation Ensure good audit ratings in all internal external audits Group Audits Adherence to regulatory and internal guidelines AML CDD guidelines along with Group code of conduct Ensure Audit awareness Key Responsibilities 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 Effectively and collaboratively identify escalate mitigate and resolve risk conduct and compliance matters Lead to achieve the outcomes set out in the Bank s Conduct Principles Skills and Experience Good communication skills Highly responsive behaviour Bank transaction system knowledge Internal and external stake holder management About Standard Chartered We re an international bank nimble enough to act big enough for impact For more than 170 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 Are better together we can be ourselves be inclusive see more good in others and work collectively to build for the long term What we offer 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 leave parental maternity 20 weeks sabbatical 12 months maximum and volunteering leave 3 days along with minimum global standards for annual and public holiday which is combined to 30 days minimum Flexible working options based around home and office locations with flexible working patterns Proactive wellbeing support through Unmind a market-leading digital wellbeing platform development courses for resilience and other human skills global Employee Assistance Programme sick leave mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth with opportunities to reskill and upskill and access to physical virtual and digital learning Being part of an inclusive and values driven organisation one that embraces and celebrates our unique diversity across our teams business functions and geographies - everyone feels respected and can realise their full potential 35653