Premier Service Associate Manager-2400002575

Role Responsibilities 

This role is responsible for delivering excellent client service and product advice (CASH) for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

• Acts as the in-country primary Service SPOC for Premier 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 RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients

Strategy

• Primary SPOC 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
• Ensure that client SLAs are met
• 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 Premier clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc
• Monitor Premier client transactions using available tools for e.g. UBAM and selectively intervene, coordinating with various units and clients to ensure that transactions are processed in a timely manner
• Work closely with Front Office Teams 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, other Front Office Teams to sell our service capabilities and/or resolve clients’ operational and service issues
• Provide pro-active client updates
• Deliver product / channel training to Premier clients within the portfolio 
• Make proactive calls on Premier 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, other Front Office Teams.

Business

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.
• Lead the [India Cash Service ] 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.

Processes

• Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice
• End2end client management for Gold & Platinum clients – Enquiries, Complaint Management, and proactive client outreach/service reviews.Pan India metric analysis and management, Incident Management and reporting.
• The role demands a client centric individual with a robust Cash/Channel product knowledge and proficiency in analytics.The individual to drive change based on the analysis within the Cash Service team.

People & Talent 

• People with Strong analytical skills, metric management, drive change based on thematic output
• Good knowledge of Cash product/processes
• Organized and detail orientated
• Effective interpersonal communication skills
• Good problem-solving skills
• Able to identify and manage both transactional and operational risks
• Ability to work under pressure
• Client focused service delivery

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

Governance 

• Responsible for effective delivery of the key components of Service management that is the mainstay of the Pan India Cash Service team.

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.
• Lead the [country / business