Job Description

Role Responsibilities

\xc2\xb7 GBS Client Service Manager must complete all required performance related reports required by the Bank \xe2\x80\x93 daily, weekly, monthly etc. Some of these reports required manual intervention in order to complete

\xc2\xb7 Projecting transaction volume in order to ensure sufficient capacity exists to meet service requirement at an optimal efficiency

\xc2\xb7 Acquiring the necessary human resources to meet the staffing needs of the operation \xe2\x80\x93 with referral & approval from The Bank before recruitment & hiring is carried out

\xc2\xb7 Training staff to required skill and knowledge requirements, along with assistance from both Group CSG & Country CSG as required.

\xc2\xb7 GBS Client Service Manger must ensure all agents & team leader complete all mandatory learning (e-learning or otherwise) as required by WB

\xc2\xb7 GBS Client Service Manager shall adhere to their Service Level & Metrics as detailed in the \xe2\x80\x9cCSG Metrics Guide\xe2\x80\x9d

\xc2\xb7 GBS Client Service is responsible for metrics in relation to inbound calls & Emails \xe2\x80\x93 the metrics to be considered are as follows:-

\xc2\xb7 Productivity,

\xc2\xb7 First Call Resolution,

\xc2\xb7 Grade of Service (Core)

\xc2\xb7 Abandoned Calls (Core)

\xc2\xb7 Enquiry TAT (Core)

\xc2\xb7 Complaint TAT (Core)

\xc2\xb7 Enquiry Satisfaction Survey,

\xc2\xb7 Complaint Satisfaction Survey

\xc2\xb7 Training Hours

\xc2\xb7 To assist the team responsible for implementing change to achieve market leadership in customer service.

\xc2\xb7 To manage the day-to-day delivery of Client Services, to deliver simply first class service and efficiency whilst minimizing risk

\xc2\xb7 Responsible for ensuring high quality Client Services, serving clients and SCB staff for advice, enquiries, complaints, etc.

\xc2\xb7 To work with the team and Line Manager team to meet and exceed service standards.

\xc2\xb7 Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers. Migrate customer e Channel platforms

\xc2\xb7 Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies and regulations.

\xc2\xb7 Ensure adherence to policies including escalation and compliance requirements.

\xc2\xb7 Ensure the team for all enquiries received are logged in the complaint management system and tracked until closure, adhering to the SLA set.

Strategy*

To continuously build and manage training modules/schedules for training of new joiners and refresher trainings for existing staff on technical knowledge and client centricity.

Business*

\xc2\xb7 To ensure that administrative control procedures are followed by staff under supervision and escalate as per procedure.

\xc2\xb7 Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head.

\xc2\xb7 Leverage on the VoC process to understand clients needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage

\xc2\xb7 Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.

Processes*

\xc2\xb7 To work on improvement of productivity and standardize the process from time to time to meet the necessary regulation/procedures/guidelines prescribed by Company/Group from time to time.

\xc2\xb7 To handle monitor and review user creation/update/deletion and reconcile the user list as per the group standards.

\xc2\xb7 Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head

\xc2\xb7 Generate all MIS reports required for the team.

\xc2\xb7 Analysing and reporting internal/external errors.

\xc2\xb7 Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients

\xc2\xb7 Responsible for client satisfaction with service arrangements and delivery

People & Talent *

\xc2\xb7 Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.

\xc2\xb7 Ensure direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

\xc2\xb7 Employ, engage and retain high quality people.

\xc2\xb7 Provide feedback and rewards in line with their performance against those responsibilities and objectives.

\xc2\xb7 To drive talent retention through employee engagement and growth.

\xc2\xb7 Ensure all new staff completes the standard induction programme and mandatory e-learning.

\xc2\xb7 Employ, engage and retain high quality people and Succession Planning

Risk Management*

\xc2\xb7 Comply with all applicable rules/regulations of company and Group Policies.

\xc2\xb7 Comply with Group Money Laundering Prevention / Sanctions Policies and Procedures to the extent applicable and reporting all suspicious transactions to the Line Manager.

\xc2\xb7 Comply with SLA and monitor all activities in line with SLA.

\xc2\xb7 To take necessary tests and training as per Group and Company Requirements.

\xc2\xb7 To perform Disaster recovery test and BCP test from time to time.

\xc2\xb7 To execute Business Continuity Plan and Disaster Recovery Plan

Governance *

\xc2\xb7 Have close working association with all stakeholders in ensuring delivery of common goals.

\xc2\xb7 To ensure that administrative control procedures are followed by staff under supervision and highlight issues on a timely manner to senior management, with regular updates on actions taken.

\xc2\xb7 Exercise authorities delegated by the Management

\xc2\xb7 To ensure timely reporting of Operational Risks and implementation of control measures to mitigate.

\xc2\xb7 Provide oversight across GBS, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines

\xc2\xb7 Embed the Group\xe2\x80\x99s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees\xe2\x80\x99 form part of the culture

Regulatory & Business Conduct *

\xc2\xb7 Display exemplary conduct and live by the Group\xe2\x80\x99s Values and Code of Conduct.

\xc2\xb7 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.

Key stakeholders*

Internal

• Head of Client Services Group
• Client Service Account Managers
• RM\xe2\x80\x99s and Client Managers
• Senior Managers, Managers from other related departments.
• Client Services Managers
• PSS / Production Engineering team

External

\xc2\xb7 All CCIB Clients

\xc2\xb7 Key personnel of companies

\xc2\xb7 Other Banks

ROLE SPECIFIC TECHNICAL SKILLS AND COMPETENCIES AND PROFICIENCY LEVELS*

Knowledge of Customers

Service Excellence

Channel Knowledge

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve 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 you\'re 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 can\'t 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, you\'ll 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 you\'ve 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.

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