Skill: engagement , policies , training , communication , orientation , presentation skills , it; Exp: 3-5 years; Manager, Client Services-(1800022295) JobOperations Primary LocationASEAN & South Asia-Singapore-Singapore ScheduleFull-time Employee StatusPermanent Posting Date27/Jun/2018 Unposting DateOngoing About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good. We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base. The Role Responsibilities To manage the day-to-day Service Quality/Experience Management and Risk Management activities within the Client Services Group including but not limited to – handling complaints escalations and analysis, service recovery, training and coaching, metrics and risk reporting. Support the Global Head of Client Services to drive the development and embedding of new initiatives (where applicable) to improve overall client experience and improve risk awareness in countries. Act as the subject matter expert for Complaints Handling by providing guidance and coaching to country teams. Proactive engagement of stakeholders and management of expectations. Work closely and manage Business Analytics Team in GBS on timely and accurate production of relevant MIS reports including but not limited to complaints data and metrics. KEY RESPONSIBILITIES Complaints Management Analyze monthly complaints to provide meaningful insights and identifying trends across countries and regions, on a monthly basis for the PGCs (Cash, Trade and Client Access). Prepares the necessary documentation for PGC submission. Represent Group CSG at PGC and working groups to discuss complaints related topics. Provide guidance to country team on complaints logging. Identify opportunities for service / process improvement and drive improvement projects within CSG. Develop, implement and maintain training material(s) to guide countries on complaint logging disciplines. Risk Management Support Group Head of Client Services to embed a risk awareness culture in countries. Prepares RIR information along with Risk team in Chennai for the purpose for PGC reporting on a monthly basis. Identify key trends/potential risk and present and discuss at leadership/country calls. Communicate relevant Risk policies to country teams. Provide support to country undergoing audit. Track country audit issues to ensure no overdue. Metrics Reporting Design and develop metrics and data extraction guidance Manage the reporting of metrics on a monthly/quarterly basis Ensure standard, ad hoc reports are delivered as per schedule. KEY RELATIONSHIPS FOR Internal Internal 1 Within Group and Country CSG Teams Support and drive Client Service initiatives in country. Group Head of Client Services Group Client Services Group Leadership team Providing on going guidance on complaints handling, risk and metrics related issues. Client Services Group Country Heads Client Services Group Service Experience Managers Client Services Group Team Leaders 2 PGC Members Complaints management discussion. Our Ideal Candidate SKILLS/PROFILE REQUIREMENT A self-starter who is able to initiate, manage and, when necessary, escalate potential obstacles. A team player with a clear client orientation and a passion for service excellence. 3 -5 years of experience, preferably in Banking industry, specifically in the client service area. Strong communication (written and verbal) and presentation skills with the ability to influence key stakeholders particularly in senior management positions and in other countries. Focused individual who is able to work in a challenging and dynamic environment. Highly analytical and has strong problem solving skills. Strong ability to adapt quickly to changes and adjust working plans and priorities accordingly. KEY MEASUREABLES The development, implementation and integration of process and controls within the Client Services Group Engagement with stakeholders. Development of its various materials. Effectiveness of process and controls implemented Complaints Handling effectiveness Reducing Risk exceptions in countries Apply now to join the Bank for those with big career ambitions.
Function: Human Resource / IR / Training & Development