Assistant Manager Client Services

Job Details

Salary
pkr 26k to 75k

Job Type
Full time

Shift and Schedule
Over Time, Home daily, Home time

Primary Location: Africa & the Middle East-Pakistan-Islamabad
Timetable: Full-time
Employee Date posted: 08/Jul/2023, 5:37:06 AM Status: Permanent
Date removed: 22/Jul/2023, 5:59:00 PM

Business

To provide excellent client service and advice to our Corporate (Corporate & Institutional Banking) and Commercial Banking clients in all interactions regarding post-transactional inquiries, complaints, and other service-related issues.

In charge of acting as the primary point of contact for clients and internal staff for advice, inquiries, complaints, and any other service issues.
Provide excellent service in accordance with agreed-upon service standards.
Work with RMs, Product Sales, Operations, and other key internal stakeholders to solve client issues and identify opportunities to improve overall client service.
At the transactional / operational level, develop relationships and rapport with identified ‘premier’ clients (Premier Service Manager).
Facilitate Channels onboarding, ongoing maintenance activities such as training, and post-implementation service support for Straight2Bank clients (applicable to CSM in the Solution Activation Team) (SAT).

PRIMARY RESPONSIBILITIES

Customer Support

External clients’ primary point of contact for professional advice, inquiries, complaints, resolving discrepancies, and transactional errors.
Provide the highest level of client service in response to client inquiries and complaints in order to build stronger, longer-lasting relationships with our clients.
Client satisfaction with service arrangements and delivery is your responsibility.
Collaborate with internal stakeholders to provide end-to-end query resolution that results in client satisfaction.
Responsible for ensuring an efficient service recovery process through complaint logging and resolution.
Maintain a professional SCB image in all client interactions.
Identify opportunities to improve client efficiency and performance on a continuous basis, such as optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
Provide Straight2Bank training to clients via phone, web-ex, or in-person for non-complex implementations.

Risk Management and Control

Comply with the CSG Operational Risk Framework, which includes, but is not limited to, client identification, complaints, and enquiry handling.
Comply with all applicable Money Laundering Prevention Procedures, especially reporting any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
Follow any other relevant internal controls and procedures as they relate to process, products, policies, and regulations, including escalation and compliance requirements.
Management of People (Senior CSM, PSM, Team Leaders)
Encourage and foster a friendly working environment within the team in order to achieve team goals through collaboration and operational efficiency.
Assist the Head of Client Services Group in the planning and control of staffing, deployment, training, appraisals, and all other personnel matters pertaining to team members.
Excellence in Operational Management

Assist in the implementation of CSG’s service and efficiency improvement initiatives, as well as the transfer of best practices.

Premier Service Administration (applicable to PSM only)

Participate in annual Service Reviews for clients identified as “premier.”
Reviewing service performance with clients and developing strategies to continuously improve service standards.
Attend sales calls with RMs on a limited basis to sell our service capabilities and/or resolve clients’ operational and service issues.
Proactively provide client updates.
Utilize metrics and client insights to understand client needs and identify opportunities for improvement in service, product solutions, utilization and channel optimization, up-selling and cross-selling, and so on.
Make proactive calls to clients to improve facility utilization, increase transaction volume, and identify opportunities for business channels and referrals.
Create trusted relationships with clients on a daily transactional / operational level.
Client Education (Non complex).
Archiving of Documents (Hard copy & Soft copy).
As needed, update relevant information on instructions handed over via systems managed by TB Implementation.

People and Skills

Provide effective orientation and guidance to new employees on the bank’s policies, procedures, and processes to ensure their successful integration into the team and the organization.
Create and implement a personal learning plan with the team manager to achieve the necessary competencies.
Complete all milestones outlined in the personal learning plan that has been implemented.
Management of Risk

Awareness and comprehension of the Group’s regulatory framework, as well as the regulatory requirements and expectations relevant to the role remit
Comply with applicable Money Laundering Prevention Procedures and notify the operational risk team and Line Manager of any suspicious activity.
Maintain a consistent and clear approach to the implementation of the global operating model for all IMO-related processes, as well as adherence to DOIs.
Report any deviations (if any) to the appropriate authorities and obtain the necessary exemptions.
Manage risks proactively and establish/monitor controls to improve the overall state of the risk management and operating framework.
Governance

Assure strict adherence to document security and data confidentiality.
Prior to any dispensation from the Bank, ensure that all documentation is correct.
Ensure compliance with internal and credit policies, as well as external policies, regulatory and statutory requirements.
Conduct periodic self-assessments on key controls to determine the effectiveness and adequacy of existing controls.
Report any significant issues or errors to the team leader Regulatory & Business Conduct.

Exhibit exemplary behavior and abide by the Group’s Values and Code of Conduct.
Accept personal responsibility for instilling the highest ethical standards, including regulatory and business conduct, throughout Standard Chartered Bank. This includes understanding and adhering to all applicable laws, regulations, guidelines, and the Group Code of Conduct in letter and spirit.

Mental Demands

• Capable of managing stress effectively, especially when dealing with tight delivery windows requested by customers.
• Ability to multitask efficiently, handling multiple tasks at once while ensuring that the delivery is completed on time.
• Aptitude for receiving and understanding information and directions provided by customers or colleagues.
• Ability to communicate and provide solutions quickly in case of any problems that may arise during the delivery process.

Physical Demand

• Stamina to continuously lift, carry, and move at least 100 lbs. of building materials to and from the job sites.
• Ability to remain standing for at least 90% of the shift duration.
• Constant movement and unloading of building materials from commercial vehicles onto job sites.
• Frequent positioning of oneself to load and unload materials from flatbeds or booms.
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