Premier Service Associate Manager

Found in: Talent IN C2 - 3 weeks ago

Gurgaon, India Standard Chartered Bank Full time

Role Responsibilities

This role is responsible for delivering excellent client service and product advice (CASH) for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

Acts as the in-country primary contact person for a portfolio of Premier clients and internal staff for advice, enquiries, complaints and any other service issues Build strong relationship and rapport with clients at the transactional and operational level Deliver excellent service against agreed service standards Identify opportunities for increasing clients’ product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available tools Deliver product / channel training and advisory As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients

This role is responsible for delivering excellent client service and product advice (CASH) for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

Acts as the in-country primary contact person for a portfolio of Premier clients and internal staff for advice, enquiries, complaints and any other service issues Build strong relationship and rapport with clients at the transactional and operational level Deliver excellent service against agreed service standards Identify opportunities for increasing clients’ product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available tools Deliver product / channel training and advisory As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients

Client Service

Primary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients Responsible for client satisfaction with service arrangements and delivery Work with internal stakeholders to provide end-to-end query resolution to client satisfaction Ensure that client SLAs are met Responsible for effective service recovery process through complaint logging and handling Maintain a professional SCB image through all interactions with clients •Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives

Premier Service Management

Leverage on metrics and client insights to understand Premier clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc Monitor Premier client transactions using available tools for UBAM and selectively intervene, coordinating with various units and clients to ensure that transactions are processed in a timely manner Work closely with Front Office Teams/SSMs as product service specialist in country Participate in periodic Service Reviews for Premier clients Review service performance with the clients and generate ways to continuously improve service standards On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office Teams and SSMs to sell our service capabilities and/or resolve clients’ operational and service issues Provide pro-active client updates Deliver product / channel training to Premier clients within the portfolio Make proactive calls on Premier clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business Build trusted partnerships with clients at the daily transactional / operational level Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales, other Front Office Teams and SSMs.

Processes

Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice

Risk Management

Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

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 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.] 

Key stakeholders

External clients Respective Product Operations Team Leaders, and Operations Head in country RMs & Business Managers TB Product & Sales Managers Segment Service Managers Head Client Experience, CCIB in country Country CIO GBS Product Operations Teams Premier Service Fulfilment Teams Technology partners PSS, Collective Intelligence & Command Centre

Our Ideal Candidate 

Role Specific Technical Competencies

EDUCATION Minimum of 2 years’ experience in Banking and / or Service Languages: English and/or local language skills as relevant to country requirements

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