Client Service Manager - Client Services
Standard Chartered
Hong Kong, Hong Kong,

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.

This in turn helps us to provide better support to our broad client base. The Role Responsibilities

Client Service

  • Primary point of contact for external 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.
  • 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 and performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
  • Manages non-complex implementations and standard maintenance requests end to end (SAT)
  • Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process (SAT).
  • Token management & delivery to client (SAT).
  • Provide Straight2Bank training to client for non-complex implementations via phone, web-ex, face to face (SAT).
  • Risk & Control

  • Comply with Operational Risk Framework set out for CSG 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.
  • People Management (Senior CSM, PSM, Team Leaders)

  • Encourage and foster a friendly working environment within the team to achieve teams’ objectives through teamwork and operational efficiency.
  • Support the Head of Client Services Group to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
  • Operational Excellence

  • Assist in implementation of service and efficiency improvement initiatives in CSG and facilitate transfer of best practice.
  • Premier Service Management (applicable to PSM only)

  • Participate in annual Service Reviews for identified premier’ clients.
  • Reviewing service performance with the clients and generate ways to continuously improve service level standards
  • On a selective basis, accompanying RMs on sales calls to sell our service capabilities and / or to resolve clients’ operational and service issues
  • Provide pro-active client updates
  • Leveraging on metrics and client insights 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
  • Solution Activation Team Activities (applicable to SAT CSM only)

  • Manages non-complex implementations and standard maintenance requests end to end (i.e. those implementations without a TB Implementation Manager assigned)
  • Complex Implementations are co -managed with responsibilities shared with TB Implementation as per agreed process with Product teams.
  • Receipt of client documentation for both new implementations & S2B admin / maintenance requests
  • Log all On boarding & Maintenance requests that flow through CSG in GEMS.
  • Referral / clarification discussions with Client (IM / TBS / RM as applicable) regarding documentation / setup form deficiencies
  • Token management & delivery to the client
  • Client Training (Non complex)
  • Document Archival (Hard copy & Soft copy)
  • Updating relevant information on instructions handed over through systems managed by Implementation, as required
  • Share responsibilities with TB Implementation for any User Acceptance Testing UAT that is required based on the type of change / release.
  • Our Ideal Candidate

  • Minimum of2 years experience in Banking and or Service
  • Detailed orientated, team player, takes end to end ownership, drive for results to support / grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
  • Requires excellent communication, influencing and negotiation skills to effectively manage client servicing
  • Ability to establish and maintain effective working relationships with peers and business partners
  • Comfortable with direct client and business partners interaction, with proven client interaction abilities
  • Must be client focused
  • Excellent interpersonal skills and positive attitude
  • In addition to the above, a Senior CSM / PSM should also have the following skills :

  • Strong leadership skills with contact centre workforce management knowledge
  • Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure servicing client requests are completed on time
  • Ability to present ideas and information effectively in group settings
  • Strong analytical, problem solving, ideation and time management skills
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