Service Manager - SME Liabilities

Job Summary

• Ensure Digitization - Migrate customers to online and automated platforms (S2B, A2, Info-manager, E-alerts, E-statements etc)
• Ensure Process Simplification and TAT adherence.
• S2B Domain Knowledge is a must to facilitate Digitization
• Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc. Communicate disposal instructions to Trade / Payments units
• Handling non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward / inward remittances, static data updating, forex transactions, current account, lending accounts etc. Communicate disposal instructions to Trade / Payments units
• Handle Complaint / Escalation process
• NIL escalations against the Service Managers
• Increase scores of NPS and other customer satisfaction surveys
• Migrating customers to right channels for various trade / cash requirements
• Define seamless processes requiring minimal manual intervention
• Work closely with the Service delivery teams to ensure excellent service to the Corporates. Liaison with all internal units to ensure SLA / TAT's is maintained.
• Review service gaps and process to meet customer expectation.
• Ensure good audit ratings in all internal / external audits, Group Audits.
• Adherence to regulatory and internal guidelines
• AML / CDD guidelines along with Group code of conduct
• Ensure Audit awareness

Key Responsibilities

Regulatory & Business Conduct

Our Ideal Candidate

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

Digitization, process simplification