Provides world class services to high value Investor & Intermediaries clients and seamless delivery of the bank's products and solutions in order to achieve high client satisfaction and loyalty. Responsible for the end-to-end service delivery of a portfolio of selected clients which begins from the first line call to closure of enquires/requests from a portfolio of selected clients. In addition, function as a service Relationship Manager to manage and enhance the end-to-end client experience globally. Act as an escalation point for all operational & service issues for the US based clients in the portfolio. The TB Client Manager takes ownership of the global service proposition, monitors trends and drives continuous improvement of service levels. Provide value creation through client education and service solutions to help clients improve efficiency. To be the service partner, working with internal stakeholders ( TB Sales, Product Managers, Operations and other key internal stakeholders to develop clients' service proposition during pre-sales stage and manage clients' service needs, identify opportunities and deliver the Bank's services post successful mandate of the clients. Ensure optimum service delivery via monitoring of transaction dashboard and proactively review of client data such as: Service Transaction processing TAT, escalations, transaction volumes, channel utilisation, complaints and compliments.
Key Roles and Responsibilities
Client Service Management: * Assist in RFP processes as Service Specialist to discuss local service solutions for clients * Responsible for the end to end management of the client service experience in the country * Log and handle non standard enquiries - liaise with the Operations teams if required for closure * Escalation & Complaint management - act as a local contact point for escalations and drive resolution of service & operational issues * Develop client specific service propositions and align with other service partners to implement * Complete questionnaires and Service Level Document's (SLD) * Market survey - Follow up with clients to complete/ participate in market survey * Assist in bill chasers * Proactive client engagement through: o Gather feedback from client / conduct service reviews with selected clients - identify and close gaps between clients needs and service delivery o Review and track service performance through client experience dashboard to improve service levels, identify service gaps, recognise clients' changing needs and requirements, generate sales leads o Proactive communication of market news, information and market advocacy o Undertake regulary conversations with TB Sales Team, Product Team , ITO to deepen understanding of clients' needs end-to-end Risk and Compliance: * Be aware of / fully compliant with the TB operational risk and governance framework * ORF (Operation Risk Framework) gaps addressed promptly and effectively * Facilitate regular discussions on risk awareness, operation and risk control improvements, lessons learnt from incidents and identify best practices to strengthen teams' operational risk awareness and knowledge Uphold good conduct - ensure full compliance with regulations, policies, and procedures. Prevent data leakages, regulatory breaches caused by lack of knowledge and knowledge
Qualifications and Skills
Experience/Knowledge: * Comprehensive product/process knowledge * Knowledge of global clients cross border operations and needs as well as the related local business environment * Basic TB operations experience * Sound knowledge and experience in relationship management with senior management personnel of clients * Ability to apply questioning skills for in-depth analysis of attitudes, situations , problems and priorities to determine optimum strategy on how to deal with them * Strong Securities Service background * Offer and apply differentiated services that suit the client, based on the structured analytical sound judgement in exercising authority/delegation Profile:
Organised with attention to detail
Client focused and willing to go beyond expectations
Ability to articulate well with all people at different levels
Good analytical skills
Ability to inspire trust and confidence in clients creating credibility
Effective interpersonal and communication (including questioning) skills
Track record of competence in service and relationship management
Ability to exert influence over others to achieve objectives
How To Apply
You can search and view current opportunities across our organisation and apply immediately by visiting www.standardchartered.com and selecting Careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information) - We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
The closing date for applications is 29/04/2017. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.
Diversity and Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
Equal Opportunity Employer
Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation.