Client Service Manager

4 weeks ago

Kolkata, India Standard Chartered Bank Full time

Role Responsibilities

Ensuring high quality customer service for Self and Team, ensuring internal and external compliance on all NR transactions, handling difficult customer situations and leading the overall service agenda for NR HUB.

Strategy

Ensure high level of customer service and manage difficult customer situations. Ensure resolution of all complaints received at NR PsB HUB. 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 Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better quality service Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints 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 as per applicable guidelines Contribute toNR PsB HUB performance through referrals, efficient customer service, effective operations controls 

Operations and Compliance

Ensure satisfactory ratings in all internal/external audits. Ensure compliance to all process notes and circulars issued from time to time. Contribute to timely and accurate submission of all returns both internal and statutory for sales and service. Undertake accurate and timely processing of all customer instructions as per applicable processes/ circulars. Understand the Bank’s mis-selling & sales policies as well as policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. Comply with the same, including highlighting any suspicious transactions as per guidelines. Complete all requisite trainings on time Cross Border & FEMA certified

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 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. Must not do mis selling and follow group code of conduct in dealing with customer as well as colleagues. 

Key Stakeholders

NR Segment/ Wealth Management Unit

Our Ideal Candidate

Must be a graduate. MBA’s would be an advantage Candidates having Sales experience of at-least 1 year in the Retail Banking Industry; NR background preferable not essential, Wealth acumen would be an advantage Candidate having AMFI, IRDA (and other relevant certification) certification will be preferred Good knowledge of the selected market and customer segments would be an advantage Strong communication and negotiation skills with the ability to influence outcomes Strong inter-personal skills, which encourages and promotes enthusiasm and team spirit

Role Specific Technical Competencies

Customer Orientation Relationship Management Customer Service Interpersonal Skills Communication Operation Management

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