Client Service Manager at Standard Chartered Bank Nigeria

Standard Chartered Bank Nigeria - We attract talented individuals. Not only can they give you the benefit of their experience, they also reveal a closer, more personal look at the wide range of global opportunities we offer. At the core of the Group's people strategy is our focus on employee engagement. Engagement is a key driver of productivity and performance, which creates the foundation of our performance culture. We encourage and focus on the behaviours that bring out the very best from every employee, assessing their performance not just on results but on how those results were achieved. To further embed these behaviours we have a remuneration programme in place, carefully designed to incentivise our employees to live our values every day.

Standard Chartered is recruiting to fill the below position:

Job Title: Client Service Manager

Job Code: 455581
Location: Lagos, Nigeria

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 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:
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 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, handling and timely resolution.
• Maintain a professional SCB image in all interactions with clients
• Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities
• Risk & Control:
• Comply with all policies and process for customer identification and confidentiality.
• 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.
• Operational Excellence:
• Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice
• Provide operational support to clients within the PH regions to ensure seamless and efficient handling of their transactions.
• Premier Clients Service:
• 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, utilization and optimizing channel usage, up-selling and cross-selling etc.
• Making proactive calls on clients to improve the utilization 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

Qualification & Skills

• Minimum of a 2nd Class degree in a relevant course.
• Minimum 5 years banking experience
• Good knowledge and understanding of cash and trade products
• Organized and detail orientated
• Computer literate with the ability to learn customer service software applications
• Effective interpersonal and communication skills
• Good questioning skills
• Good analytical and problem solving skills
• Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’
• Able to identify and manage both transactional and operational risks
• Ability to work under pressure
• Intermediate level product/processes knowledge
• Sound corporate banking operations experience including channels an advantage
• In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

Application Closing Date
Not Stated

How to Apply
Interested and qualified candidates should:
Click here to apply online