Premier Service Manager Job at Standard Chartered Bank

Standard Chartered Bank - 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. As a leading international bank, we strive to help people and businesses prosper across Asia, Africa and the Middle East.

We are recruiting to fill the position below:

Job Position: Premier Service Manager

Job Location: Lagos
Employment type: Full-time
Job ID: 9248
Area of interest: Governance, Risk Management & Compliance
Work style: Office Working
Opening date: 19th Sep 2024.

Job Responsibilities
Client Service:

• Primary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors 
• Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients 
• Responsible for client satisfaction with service arrangements and delivery 
• Maintain a professional SCB image through all interactions with clients 
• Work with internal stakeholders to provide end-to-end query resolution to client satisfaction 
• Responsible for effective service recovery process through complaint logging and handling 
• Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives 

Premier Service Management:

• Leverage on metrics and client insights to understand clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc  
• Work closely with Segment Service Managers (SSMs) as product service specialist in country   

Participate in periodic Service Reviews for Premier clients:

• Review service performance with the clients and generate ways to continuously improve service standards 
• On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales and Segment Service Managers (SSMs) to sell our service capabilities and/or resolve clients’ operational and service issues 
• Provide pro-active client updates  
• Deliver product / channel training to clients 
• Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business 
• Build trusted partnerships with clients at the daily transactional / operational level 
• Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales and SSMs 

Risk & Control:

• Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling 
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager 
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations 

Operational Excellence:

• Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice 

Conduct:

• Embed the Group’s values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees 
• Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct.
•  Take personal responsibility for understanding the risk and compliance requirements of the role.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.  
• Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct 

Regulatory & Business Conduct:

• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
• 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Relationships:

• External Clients:
• Respective Product Operations Team Leaders, and Operations Head in country 
• RMs & Business Managers 
• TB Product & Sales Managers 
• Segment Service Managers 
• Head Client Experience, CCIB in country 
• Country CIO 
• GBS Product Operations Teams e.g. Premier Service Fulfilment Teams 
• Technology partners e.g. PSS, Collective Intelligence & Command Centre

Qualifications
Education:

•   Bachelor’s / University Degree 

Training:     

•   Experience in Client / Customer Service, Banking Operations, Cash Management   

Languages: 

• English

Role Specific Technical Competencies:

• Excel
• Clear Communication Skills
• Problem Solving
• Relationship building
• Empathy
• Effective Listening.

What We Offer

• 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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.