Premier Service Senior Officer

Found in: Talent IN C2 - 3 weeks ago

Mumbai, 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 Service SPOC for 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

Strategy

Primary SPOC 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 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 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.

Business

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 [India Cash Service ] 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.

Processes

Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice End2end client management for Gold & Platinum clients – Enquiries, Complaint Management, and proactive client outreach/service reviews.Pan India metric analysis and management, Incident Management and reporting. The role demands a client centric individual with a robust Cash/Channel product knowledge and proficiency in analytics.The individual to drive change based on the analysis within the Cash Service team.

People & Talent 

People with Strong analytical skills, metric management, drive change based on thematic output Good knowledge of Cash product/processes Organized and detail orientated Effective interpersonal communication skills Good problem-solving skills Able to identify and manage both transactional and operational risks Ability to work under pressure Client focused service delivery

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

Governance 

Responsible for effective delivery of the key components of Service management that is the mainstay of the Pan India Cash Service team.

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 ] 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.

Key stakeholders

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

QUALIFICATIONS

TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS

Graduate / Postgraduate Exceptional communication skills (Written and Verbal) A person from commerce background is preferred Experience in a similar service role / banking knowledge. Multitasking abilities and a fast learner

Our Ideal Candidate 

Data Science Communication skills

  • Am Premier Services

    3 weeks ago

    Mumbai, India HSBC Full time

    -Job description **Some careers open more doors than others.** If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you...

  • Premier Service Associate Manager

    Found in: Whatjobs IN C2 - 3 weeks ago

    mumbai, 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...

  • Credit Rating Professional

    3 days ago

    Mumbai, India Vertex Corporate Service Full time

    Full Time - Post Date: June 29, 2023 **Role**: - Credit Rating of Indian Banks/ Financial Institutions/ NBFCs etc. - Deliver high quality credit analysis and research on Banks, NBFCs and Financial Institutions in India through data analysis and Bank Research - Conduct in-depth meetings with senior management at rated institutions - Conduct analytical...

  • Business Head- Family Office Services

    Found in: Appcast Linkedin IN C2 - 2 weeks ago

    Mumbai, India Priwexus Full time

    Company DescriptionPriwexus is a unique membership community based in Mumbai, India. We serve as an impartial peer-to-peer networking forum for single family offices, prominent business families, and individuals of significant wealth in India. Our mission is to provide comprehensive support and resources in investments, philanthropy, family governance, tax,...

  • Business Head- Family Office Services

    Found in: Talent IN 2A C2 - 2 weeks ago

    Mumbai, India Priwexus Full time

    Company DescriptionPriwexus is a unique membership community based in Mumbai, India. We serve as an impartial peer-to-peer networking forum for single family offices, prominent business families, and individuals of significant wealth in India. Our mission is to provide comprehensive support and resources in investments, philanthropy, family governance, tax,...

  • Software Development Engineer

    Found in: Whatjobs IN C2 - 3 weeks ago

    Mumbai, India Premier Consultants Full time

    Designation : Senior QA Automation EngineerLocation : Mumbai, AndheriHybrid model : 2 days office,3 days home - Overall experience of 8+ years in Quality Assurance and Testing with relevant 3-5 years of hands-on experience in Automation- Strong experience in Automated Testing of Enterprise Class and Financial application and web portals- Expert in Automation...

  • Premier Directeur, Conformité

    12 hours ago

    Mumbai, India CPP Investments Full time

    Description de l'entreprise **Faites votre marque au sein d’un organisme de placement dynamique d’envergure mondiale** Lorsque vous entreprenez une carrière à Investissements RPC, vous vous joignez à l’un des investisseurs institutionnels les plus respectés et dont la croissance est la plus rapide au monde. Riche d’un actif sous gestion dont la...

  • Geneva Developer

    Found in: Whatjobs IN C2 - 3 weeks ago

    Mumbai, India Premier Consultants Full time

    Job Opening for Geneva Developer with Investment Advisory Company Job Description : Responsibilities : - Create, develop, and distribute reports using Reporting Services.- Develop and manage SSIS packages for data extraction, transformation, and loading (ETL).- Investigate and fix problems with SSIS packages and reports.- Create and update SSIS and...

  • Liasoning Officer

    1 day ago

    Nariman Point, Mumbai, Maharashtra, India GULSHAN MEDICARE Full time

    Responsibilities: - Responsible for obtaining all statutory permissions / approvals for region in a timely manner - Strategizing regulatory approval process with a view of minimizing delays and enhancing faster turnaround - To act as company's interface in dealing with key / senior officials of relevant statutory authorities and various consultants. - Lead,...

  • Video Editor

    4 days ago

    Mumbai, India Retail Jeweller India Full time

    Workplace Type - In Office Employment Type - FULLTIME Seniority Level - Entry-Level MONTHLY CTC INR 20,000 - 25,000 Work Experience(in years) - 2 - 3 Years **Skills**: Premier - Pro Photoshop After Effects Premiere Pro

  • Relationship Manager

    Found in: Talent IN 2A C2 - 3 weeks ago

    Mumbai, India Wealth Premier Finserv Full time

    Title – Relationship Manager – Investment ServicesQualification Required– Graduates & NISM VAJob Responsibilities:·     Existing Customers – Relationships Mapped·     Responsible for managing relationships with clients & providing investment advisory services·     Monitoring and managing client portfolios, developing and...

  • Recruitment Consultant

    Found in: beBee S IN - 4 weeks ago

    Mumbai, India iimjobs Full time

    Michael Page International is one of the world's leading specialist recruitment firms with a reputation for exceptional delivery, account management and customer service. Operating in 167 offices across 37 countries worldwide, we have over 35 years- experience in providing tailored professional recruitment solutions for international and local companies....

  • Recruitment Consultant

    Found in: beBee S IN - 3 weeks ago

    Mumbai, India iimjobs Full time

    Michael Page International is one of the world's leading specialist recruitment firms with a reputation for exceptional delivery, account management and customer service. Operating in 167 offices across 37 countries worldwide, we have over 35 years- experience in providing tailored professional recruitment solutions for international and local companies....

  • Recruitment Consultant

    Found in: beBee jobs IN - 3 weeks ago

    Mumbai, Maharashtra, India iimjobs Full time

    Michael Page International is one of the world's leading specialist recruitment firms with a reputation for exceptional delivery, account management and customer service. Operating in 167 offices across 37 countries worldwide, we have over 35 years- experience in providing tailored professional recruitment solutions for international and local companies....

  • Back Office Assistant

    1 day ago

    Mumbai, India Senior Agency Full time

    This job is for back office.We will give you training and product knowledge. Here you need to know excel and tally. **Salary**: ₹13,000.00 per month Schedule: - Fixed shift **Education**: - Higher Secondary(12th Pass) (required) **Experience**: - total work: 1 year (preferred) **Language**: - English and Hindi (required) **Speak with the...

  • Associate - Project Management Office

    Found in: Whatjobs IN C2 - 2 weeks ago

    mumbai, India Michael Page Full time

    Opportunity to work with leading research based Indian pharma companies Work with the government to define policies in healthcare and pharma About Our Client The pharma companies collectively account for over 85 percent of the private sector investment in pharmaceutical R&D. They contribute more than 80 percent of the country's exports of drugs...

  • Senior Recruitment Officer

    Found in: Whatjobs IN C2 - 2 weeks ago

    mumbai, India V.Group Full time

    Vacancy NameSenior Recruitment OfficerVacancy NoVN12001Location CountryIndiaWork LocationMumbaiWho are V?As a global leader in ship management and marine services, we add value to a vessel’s operations. Operating around the clock and around the world, V. gives every client the quality and efficiency they need in every sector. Covering crew management and...

  • Customer Service Executive

    Found in: beBee S IN - 3 days ago

    Mumbai, India timesjobs Full time

    : FemaleEXPERIENCE: 3 Years To 6 YearsJOB DETAILSRepresenting companys standards with highly polished communication skillsKnack to handle premium clients with ease and tactAttend phone calls and maintain a database for the sameBasic validation of clients initial detailsEfficiently forwarding the leads to relevant stakeholdersBuilding and maintaining...

  • Customer Service Executive

    Found in: beBee jobs IN - 3 days ago

    Mumbai, Maharashtra, India timesjobs Full time

    : FemaleEXPERIENCE: 3 Years To 6 YearsJOB DETAILSRepresenting companys standards with highly polished communication skillsKnack to handle premium clients with ease and tactAttend phone calls and maintain a database for the sameBasic validation of clients initial detailsEfficiently forwarding the leads to relevant stakeholdersBuilding and maintaining...

  • Customer Service Officer

    12 hours ago

    Mumbai, India Reliance Brands Limited Full time

    Excellent communication skills - Exemplary in Cross Functional and stake holder management conversations. - Good knowledge with Furniture Business (added advantage) very important attribute that every customer service personnel should have. This will enable him/her to give the customers detailed and accurate information about the product/service. This...