Job Summary

To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.
• Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
• Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
• As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients.
• Foster long lasting relationships and rapport with premier clients at the transactional / operational level.
• Works with the BAM team to manage existing/strategic clients to maximize client satisfaction and long tern contribution to the bottom line Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed)
• Identify opportunities for service improvement based on useful metrics and demonstrate results

Key Responsibilities

Service Delivery & Efficiency
• Primary point of contact / escalation for external clients in terms of providing solutions, enquiries, complaints, resolving of discrepancies and transactional errors.
• Ensure the provision of the highest standards of client service in response to client enquiries and complaints in order to deliver best in class client service.
• Ensure incidents are managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
• Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.
• Proactive client engagement and regular “pulse checks” for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients’ need end-to-end, questionnaires completion, RFP, etc.
• Use GEMS incident user interface to ensure client complains are logged timely and accurately for auto-system escalation communications to the appropriate senior management levels responsible to ensure full resolution of client issues and regularly update client on progress if the issue is taking longer than expected.
• Maintain a professional and positive SCB image through all interactions with clients.
• Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
• Participate in annual or as agreed Service Reviews for premier clients.
• Reviewing service performance with the clients and generate ways to continuously improve service level standards
• Periodically, accompanying BAMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
• Provide pro-active client updates
• Leveraging on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
• Making proactive calls on clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
• Build trusted partnerships with clients at the daily transactional / operational level

Risk & Control
• Full awareness of the Bank’s risk management approach through 1st, 2nd, 3rd line of defense
• Thematic analysis and review of client issues and complains in order to identify root causes and remediation actions.
• Uphold highest level of code of conduct o ensure full compliance with regulations, policies, and procedures.
• No exception to completing mandatory trainings timely.
• Comply with Operational Risk Framework set out for Client Service 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.

Qualifications

• Minimum of 3 years client services experience with 5 years experience in Transaction Banking proficient product / process knowledge within securities services.
• Ability to write reports, business correspondence and procedure manuals.
• Good Influencing and negotiating skills at senior levels.
• Strong communications (both written and spoken) skills
• Ability to deliver consistent results under pressure and beyond standard working hours
• Detailed orientated, team player, takes end to end ownership, drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
• Ability to establish and maintain effective working relationships with peers and business partners
• Comfortable with direct client and business partners interaction, with proven client interaction abilities
• Must be client focused
• Excellent interpersonal skills and positive attitude
• Able to work against competing priorities from various clients and manage sound delivery
• Core understanding of client requirements and how to deliver on banking solutions
• Acts in a way that improves the client experience and creates better service
• Works collaboratively with contacts through pragmatic approach to solutioning and problem solving where required
• Takes responsibility for providing support, advice and service
• Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure servicing client requests are completed on time
• Excellent analytical, problem solving, and time management skills

In addition to the above, a Team Leader should also have the following skills:

• Proven track record of managing team to deliver high performance consistently overtime
• Exceptional skill, ability, experience and confidence to navigate the Bank and business partners to ensure escalated issues are mitigated / resolved with min onward escalation
• Set best practice examples for the rest of the team to follow
• Ability to present ideas and information effectively in group settings
• Exceptional analytical, problem solving, and time management skills
• Minimum of 8 years client service experience and 5 years managing a team

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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.