Standard Chartered Bank Job Vacancy : Customer Service Manager-Mandarin Speaking

Job Description
	To deliver simply first class client service and advice to our Chinese Corporate & Institutional Banking clients in all interactions for transactional enquiries, complaints, and other service-related issues. • Responsible for serving as primary contact person for clients and SCB staff for advice, enquiries, complaints, etc. • Deliver simply first class service against agreed service standards. • As a Service Partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver the bank’s brand promise. • Build relationships and rapport with Key and Tier 1 clients at the transactional / operational level.
	Key Roles & Responsibilities
	Client Service • Primary point of contact for external 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. • Work with internal stakeholders for service requirements, enquiries, and instructions. • Responsible for effective service recovery process through complaint logging and handling. • Maintain a professional SCB image through all interactions with clients. • Continually identify opportunities to improve client efficiency / performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities. Risk & Control • Comply with the process for client identification . • Comply with applicable Anti-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. • Ensure you remain alert to the risk of money laundering and assist in the Bank’ efforts in combating it by adhering to the key principles in relation to: identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers. Operational Excellence • Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice. Key & Tier 1 Clients Service • Participate in the annual account planning with the RM and agree account service plan for the client. • Deliver the service plan, including: • Participating in quarterly Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards. • On a selective basis, accompanying Chinese RM/s on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues. • Leveraging on the VoC process and the relationship to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc. • Making proactive calls on clients to improve the utilisation 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.
	Qualifications & Skills
	• Organised and detail orientated. • Computer literate with the ability to learn customer service software applications. • Effective interpersonal and communication skills. • Good questioning skills. • Good analytical and problem solving skills. • Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’. • Able to identify and manage both transactional and operational risks. • Ability to work under pressure. • Intermediate level product/processes knowledge. • Sound WB banking operations experience including channels an advantage.

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