Client Service Manager
- Recmasters
- 1 to 3 Yrs
- Mumbai
- 11 months ago
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Job Description
Roles and Responsibility
- Ensuring high quality customer service for Self and Team, ensuring internal and external compliance on all NR transactions, handling difficult customer situations and leading the overall service agenda for NR Acquisition.
Key Responsibilities
- Ensure high level of customer service and manage difficult customer situations.
- Ensure resolution of all complaints received for NR Channel across all locations
- Gather/prepare statistics for service quality and productivity indicators
- Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
- Find ways to improve operational efficiency and control costs to meet cost budgets
- Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
- Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
- Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
- Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
- Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
- Responsible for general reconciliation and control activities
- Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
- Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
- Contribute to NR Channel performance through referrals, efficient customer service, effective operations controls
- Candidate is aware of bank s Mis-selling & Sales Policies and ensure adherence all the times.
- Ensure candidate is fully aware of all the policies and procedures. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
Key Dimensions
- Drive Best in class Service experience for Clients
- Improve On-boarding TAT & Experience for Clients
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 to achieve the outcomes set out in the Bank s Conduct Principles:
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Must not do mis selling and follow group code of conduct in dealing with customer as well as colleagues.
Key Stakeholders
- NR Segment/ Wealth Management Unit
Our Ideal Candidate
Knowledge/Skills/Experience
- Must be a graduate. MBA s would be an advantage
- Candidates having Sales experience of at-least 1 year in the Retail Banking Industry; NR background preferable not essential, Wealth acumen would be an advantage
- Candidate having AMFI, IRDA (and other relevant certification) certification will be preferred
- Good knowledge of the selected market and customer segments would be an advantage
- Strong communication and negotiation skills with the ability to influence outcomes
- Strong inter-personal skills, which encourages and promotes enthusiasm and team spirit
Role Specific Technical Competencies
- Wealth Advisory/Management
- Client Relationship Management
- Portfolio Management
About Standard Chartered
Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we cant wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion. Together we:
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
- Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
- Flexible working options based around home and office locations, with flexible working patterns
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
- A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Client Service Manager
Contact Details:
Company: Standard CharteredLocation(s): Mumbai
Keyskills: customer service warranty sales interpersonal skills workshop spare parts
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