Client Service Manager Priority - Mumbai - Standard Chartered Bank
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Department: Shared Distribution
JOB TITLE BAND REPORTS TO
Service Manager 8A Branch Manager
Ensuring high quality customer service, ensuring internal and external compliance on all branch transactions, handling difficult customer situations and leading the overall service agenda for the branch.
Key Roles and Responsibilities
Ensure high level of customer service and manage difficult customer situations.
Ensure resolution of all complaints received for branches through COMMAND.
Gather/prepare statistics for service quality and productivity indicators
Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
Find ways to improve operational efficiency and control costs to meet cost budgets
Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
Responsible for general reconciliation and control activities
Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
Contribute to branch performance through referrals, efficient customer service, effective operations controls
He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
Qualifications and Skills
Graduate/ Post Graduate
Customer Orientation and service focus
Anywhere between 1 - 4 years of overall experience
Banking knowledge, understanding of front and back office processes and procedures
Good Interpersonal Skills
Strong Communication Skills
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 02/06/2017. 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.