Trade Client Service Manager at Standard Chartered Bank

Posted on Fri 02nd Jun, 2023 - hotnigerianjobs.com --- (0 comments)

Standard Chartered Bank - We're an international bank, nimble enough to act, big enough for impact. For more than 160 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. As a leading international bank, we strive to help people and businesses prosper across Asia, Africa and the Middle East.

We are recruiting to fill the position below:

Job Title: Trade Client Service Manager

Job ID: 2300007681
Location: Victoria Island, Lagos
Job: Operations
Schedule: Full-time
Employee Status: Permanent

Job Summary

This role is responsible for delivering excellent client service and product advice for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) priority clients in all interactions for their transactional enquiries, complaints, and other service-related issues.
Acts as the in-country primary contact person for a portfolio of Priority clients and internal staff for advice, enquiries, complaints, and any other service issues
Build strong relationship and rapport with clients at the transactional and operational level
Deliver excellent service against agreed service standards
Identify opportunities for increasing clients’ product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available tools
Deliver product / channel training and advisory
As a service partner, work together with Relationship Managers, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients

Responsibilities
Strategy:

Awareness and understanding of the Group’s business strategy and model appropriate to the role.

Business:

Awareness and understanding of the Trade Services, economic and market environment in which the Group operates

Processes:

Provide the highest standard of client service in response to client enquiries and complaints, to create improved, lasting relationships with our clients
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
Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives
Leverage on metrics and client insights to understand clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc
Lead periodic Service Reviews for Premier clients
Review service performance with the clients and generate ways to continuously improve service standards
Provide pro-active client updates
Make proactive calls to clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.

People & Talent:

Complete all e learning assigned to you
Attend all Service trainings you are invited to.

Risk Management:

Comply with Operational Risk Framework for client service processes 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 regulation.

Governance:

Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct:

Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Support the Head, Trade Client Services to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Our Ideal Candidate

Minimum of 2 years’ experience in Banking and or Service
Languages: English and/or local language skills as relevant to country requirements
Market Knowledge: Strong product / process knowledge (in at least one product area) of the business.
Client Knowledge: Knowledgeable in current and proposed client requirements in at least one product area. Current experience in active client management.
Collaboration skills: Excellent collaboration skills and ability to work effectively in a team especially with product operations partners.
Stakeholders / Clients: Highly experienced in engaging effectively with Business stakeholders, and Clients (from a service, not necessarily sales perspective).

Role Specific Technical Competencies: