Client Service Manager - Distribution Network

Job Summary

Servicing primarily walk-in customers to fulfil 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.

Key Responsibilities

• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received for branches through COMMAND.
• 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
• Find ways to improve operational efficiency and control costs to meet cost budgets
• Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time 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
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• 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
• Sales Referrals : where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
• Contribute to branch performance through referrals, efficient customer service, effective operations controls
• He / she is aware of bank's Mis-selling & Sales Policies and ensure adherence all the time.
• 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.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

Responsible for health and safety for all. As part of the Health and Safety guidelines you should :

Risk Management

Regulatory & Business Conduct

Qualifications

Skills And Experience

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Skills Required

Banking Knowledge, Cdd, Kyc