Client Services Manager - GTO

Job Description To deliver simply first class customer service and advice to our Wholesale Banking clients in all interactions for transactional enquiries, complaints, and other service-related issues.  Responsible for serving as primary contact person for clients and SCB staff for advice, enquiries, complaints, etc. Deliver simply first class service against agreed service standards. As a Service Partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver the bank. Build relationships and rapport with key Platinum / Gold clients at the transactional / operational level. Key Roles & Responsibilities • Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors • Provide the highest standard of customer 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 for service requirements, enquiries, and instructions • Responsible for effective service recovery process through complaint logging and handling • Maintain a professional SCB image through all interactions with clients • Continually identify opportunities to improve client efficiency / performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities  User maintenance  Accounts/Entities/Matrix maintenance  Modules addition/ deletion • Effectively support Basic and Advanced implementations, related documentation and training (with exception for Receivables Services, Securities Services and Vendor Prepay) • Provide training for the S2B web element of complex implementations covering: • S2B Web payment initiation & reporting • S2B Web Trade initiation &n reporting • Safekeeping of original client documents and uploading into iCDMS • Vasco Token management • Participate in the annual account planning with the RM and agree account service plan for the client. • Deliver the service plan, including: • Participating in annual Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards • On a selective basis, accompanying Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues • Leveraging on the VoC process and the relationship to understand client's needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc. • Making proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business • Build trusted partnerships with clients at the daily transactional / operational level Qualifications & Skills  Degree level, however a professional qualification would be advantageous (IOBZ or CIS)  At least 3 years Banking Experience.  Thorough knowledge of bank products and procedures.                                  Change driven, ability to adapt and motivate others to accept change.  Effective decision taker to handle a variety of branch problems and issues.  Strong interpersonal, management and leadership skills.  Ability of plan.  Wide knowledge of banking practice and theory, professional qualification advantageous. Diversity & Inclusion Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

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