Customer Service Manager

Job Summary Ensuring high quality customer service ensuring internal and external compliance on all branch transactions handling difficult customer situations and leading the overall service agenda for the branch Key Responsibilities Ensure high level of customer service and manage difficult customer situations Ensure resolution of all complaints received for branches through command Gather prepare statistics for service quality and productivity indicators Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections Find ways to improve operational efficiency and control costs to meet cost budgets Ensure transactions are processed with a high level of accuracy and commitment to satisfy customer needs Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate fees charges etc are authorized overridden by appropriate authorities Responsible for general reconciliation and control activities Be multi-skilled to handle all kinds of transactions and services in the bank Manage attrition of the base Ensure he she is fully aware of all the policies and procedures issued in relation to ORMA Group Code of Conduct Know Your Customer Money laundering prevention He she must ensure compliance with these policies and procedures on an ongoing basis Any suspicious transaction must immediately be reported to the supervising officer Premises management in areas of merchandising housekeeping as well as store management as an employee you are responsible for working with the Bank to ensure a safe and healthy workplace for all As part of the Health and Safety guidelines you should Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions Co-operate with Management to support and promote Health and safety in the workplace Ensure that your actions do not put others at risk Work in a healthy and safe manner Encourage others to work in a healthy and safe manner Report all accidents and incidents and Bring to the attention of the management any hazard in the workplace Regulatory 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 Other Responsibilities Motivating and guiding a team of front-office staff to achieve and exceed sales and service targets for the branch Qualifications Graduate Postgraduate Customer Orientation Anywhere between 1 - 4 years of overall experience Banking knowledge Understanding of front and back-office processes and procedures Good Interpersonal Skills Strong Communication Skills Team-playing ability Skills and Experience Good in Systems Microsoft Office-At least 5-6 years of overall experience Banking knowledge Leadership skills Strong Communication Skills Customer Orientation Sales Focus 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 44121