Job Summary
Provides world class services to high value Bank segment, Public Sector and New Payment Methods clients and seamless delivery of the bank’s TB products and solutions in order to achieve high client satisfaction and loyalty.
Responsible for the end-to-end service delivery of a portfolio of selected clients which begins from the first line call to closure of enquires/requests received. In addition, function as a service Relationship Manager to manage and enhance the end-to-end client experience. Act as an escalation point for all operational & service issues across the network.
Provide value creation through client education and service solutions to help clients improve their operating efficiency.
In addition, will act as the service partner, working with internal stakeholders (TB FI Sales, Product Management, Operation, Channels and other key internal stakeholders) to develop the client service proposition during pre-sales stage and manage clients’ service needs, identify opportunities and deliver the Bank’s services post-successful mandate of the clients TB business.
Ensure optimum service delivery via monitoring of transaction dashboard and proactively reviewing client data such as: transaction processing turn-around-time, escalation of service issues, transaction volumes, Straight-Through-Processing (STP) analysis, complaints and compliments.
Build strong client relationships by providing excellent Customer Service for resolving Trade and Cash inquiries in real time, ensuring smooth delivery of Standard Chartered’s cross border products and services.
Attend to client issues promptly and effectively - taking help of colleagues in the network, conducting root cause analysis, suggesting workable / permanent solutions, escalating major issues to relevant stakeholders and following up with relevant teams to ensure case closure at the earliest.
Identify opportunities to improve efficiency and performance of service delivery; leverage Voice of Client reviews to change service processes and optimize channel usage.
Train clients to help them achieve superior operational performance – high STP rates, low operational risk, etc.
Together with Sales, visit high volume /high enquiry client branches periodically to understand client issues and strengthen relationships at Operations levels.
Key Responsibilities
Review customer satisfaction surveys; participate in key improvement initiatives where necessary.
Conduct Service Reviews for key clients and/or branches. List of clients and periodicity to be agreed with Sales Manager and signed off by Relationship Manager.
Participate in Global RFPs as Service Specialist to discuss service solutions for clients
Build stronger and stickier relationships through engagement at multiple levels with clients such as FI team, Treasury teams, Compliance team alongside operations team.
Monitor and encourage customers to use the electronic platform such as Straight2bank
Conduct periodic client training on various features of Straight2bank and other operational efficiency.
Opportunity identification / top-line growth
Conduct comprehensive service reviews with client Operations and Product staff – ensuring engagement at all levels of the client organization to drive product sales and cross-sell opportunities.
Explore opportunities (as part of service reviews) and recommend specific product/services which can be offered to clients, after analyzing customer data and /or stated requirements.
Review client data and alerts for cash/trade volume changes, facility utilization and potential changes in service levels; track branch volumes and highlight volume dips/gains.
Regularly interact with client/client branches that give us high volumes/business to help strengthen relationship.
Skills And Experience
English
Spanish
Argentina Banking Industry
Finance
Minimum 2 - 3 years of experience
Qualifications
Education Economics / Finance (In Progress)
Languages English / Spanish
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
Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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.
Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working options based around home and office locations, with flexible working patterns.
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
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