Client Service Manager at Standard Chartered Bank

Posted on Wed 10th Jul, 2013 - hotnigerianjobs.com --- (0 comments)

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.

We are recruiting for the position of:

Job Title: Client Service Manager

Job ID: 388859
Job Function: Technology & Operations
Location: Nigeria - SCB

Job Description

To deliver simply first class customer service to 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 against agreed service standards.
As a Service Partner, work together 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.
Be a clear service leader.

Key Roles & Responsibilities
Client Service

Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors especially in Trade Products
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 and handling
Maintain a professional SCB image through all interactions with clients
Continually identify opportunities to improve client efficiency / performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities
Prepare reports on enquiries/complaints, weekly activities and ensure submission weekly to the Head client service group
Drive the Channel conversion project and ensure delivery of targets in this area
Drive Channel Utilisations i.e. Straight2bank
Fully maximize the capabilities of the Client Relationship Management tool in capturing of Client
enquiries and Complaints.
Conduct Client Visits in line with plans and ensure submission of report while ensuring all raised issues are addressed within agreed timelines with client
Risk & Control
Comply with the process for customer identification
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.
Adherence to local regulations

Operational Excellence

Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice

Key & Platinum 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, 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

Qualifications & Skills

Minumum 7 years banking experience
Organised 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, manage and create a balance between client need and operational risks
Ability to multi task and handle pressure
Advanced level product/process knowledge
Sound WB banking operations experience including channels and channel usage

Application Closing Date

24th July, 2013

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: When the page opens, at the Location dropdown, select Nigeria - SCB and click Search, then click Client Service Manager.

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