Premier Service Manager

4 weeks ago

Lagos, Nigeria Standard Chartered Bank Full time

RESPONSIBILITIES
Client Service

  • Primary point of contact for portfolio of Premier 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
  • 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

Premier Service Management

  • 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
  • Work closely with Segment Service Managers SSMs as product service specialist in country

Participate in periodic Service Reviews for Premier clients

  • Review service performance with the clients and generate ways to continuously improve service standards
  • On a selective basis, attend sales calls with Relationship Managers RM, Product Sales and Segment Service Managers SSMs to sell our service capabilities and/or resolve clients’ operational and service issues
  • Provide pro-active client updates
  • Deliver product / channel training to clients
  • Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business
  • Build trusted partnerships with clients at the daily transactional / operational level
  • Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales and SSMs

Risk & Control

  • 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 regulations

Operational Excellence

  • Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice

Conduct

  • Embed the Group’s values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees
  • Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
  • Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct

Key Relationships

  • External clients
  • Respective Product Operations Team Leaders, and Operations Head in country
  • RMs & Business Managers
  • TB Product & Sales Managers
  • Segment Service Managers
  • Head Client Experience, CCIB in country
  • Country CIO
  • GBS Product Operations Teams e.g. Premier Service Fulfilment Teams
  • Technology partners e.g. PSS, Collective Intelligence & Command Centre

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 regulations

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.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Qualifications

  • Education Bachelor’s / University degree
  • Training Experience in Client/Customer Service, Banking Operations, Cash Management and
  • Languages English

Role Specific Technical Competencies

  • Excel
  • Clear Communication Skills
  • Problem Solving
  • Relationship building
  • Empathy
  • Effective Listening

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