Standard Chartered Bank Job Vacancy : Customer Service Manager-Mandarin Speaking

Standard Chartered Bank Job Vacancy : Customer Service Manager-Mandarin Speaking
February 20, 2015 Job Description



Job Description


To deliver simply first class client service and advice to our Chinese Corporate & Institutional 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 simply first class service 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’s brand promise.
• Build relationships and rapport with Key and Tier 1 clients at the transactional / operational level.


Key Roles & Responsibilities

Client Service
• Primary point of contact for external 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 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.
Risk & Control
• Comply with the process for client identification .
• Comply with applicable Anti-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.
• Ensure you remain alert to the risk of money laundering and assist in the Bank’ efforts in combating it by adhering to the key principles in relation to: identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers.Operational Excellence
• Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice.


Key & Tier 1 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 quarterly 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 Chinese RM/s 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


• 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 and manage both transactional and operational risks.
• Ability to work under pressure.
• Intermediate level product/processes knowledge.
• Sound WB banking operations experience including channels an advantage.


How to Apply


Submit your CV and Application online : Click Here