Customer Service Manager

4 weeks ago

Bengaluru, India Standard Chartered Bank Full time

RESPONSIBILITIES

Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
Ensure high level of customer service in the Branch. Manage difficult customer situations Take responsibility for general reconciliation and control activities.
Find ways to improve operational efficiency and control costs to meet cost budgets
Be multi-skilled to handle all kinds of transactions and services in the bank

Strategy

Take responsibility for general reconciliation and control activities.
Find ways to improve operational efficiency and control costs to meet cost budgets
Be multi-skilled to handle all kinds of transactions and services in the bank

Business

Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
Ensure high level of customer service in the Branch. Manage difficult customer situations

Processes

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 in order 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

People & Talent

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service, while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets

Risk Management

Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of 
Conduct, KYC/CDD/EDD & 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.

Governance 

Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service.


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 [country / business unit / function/[team] 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.
Serve as a Director of the Board of [insert name of entities]
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 


Other Responsibilities

Embed Here for good and Group’s brand and values in [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]


QUALIFICATIONS

TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS

Graduate/MBA – 

Our Ideal Candidate 

Good Communication Skills 
Good Relationship Management Skills 

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