Assistant Manager, Client Services

Assistant Manager, Client Services

Standard Chartered
2-3 years
Not Specified

Job Description


About Standard Chartered 
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.  
To us, good performance is about much more than turning a profit.  It%26#39;s about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. 
We%26#39;re committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
Strategy

  • 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

  • Maintain a professional and positive SCB image through all interactions with clients.

  • Build trusted partnerships with clients at the daily transactional / operational level


Business

  • Point of contact / escalation for external clients in terms of providing solutions, enquiries.

  • Responsible for serving as primary contact person for clients and SCB staff for any on boarding and  account specific enquiries.

  • As a Service Partner, to work together with Global Client Management (GCM), Relationship Managers (RM), Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver on new initiatives.


Processes

  • 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

  • Resolve day to day transactional enquiries for all clients.

  • Contribute to the delivery of key projects and internal initiatives.

  • Maintain a professional and positive SCB image through all interactions with clients.

  • Manage all client account related procedure, including account opening, account maintenance, documentation, and account closing.

  • Ensure all reports and agreed services are done correctly and timely for clients.

  • Monitor and  tracking on account opening documentation, reporting, and others as required.

  • Handle related projects/tasks when required.


Risk Management

  • Full awareness of the Bank%26rsquo;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.


Governance

  • 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.


Regulatory %26amp; Business Conduct

  • Display exemplary conduct and live by the Group%26rsquo;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.


Key Stakeholders
Internal

  • Financing Securities Services (FSS)

  • Financial Market Operations (FMO)

  • Financial Institution Relationship Manager

  • COBAM

  • Legal

  • Compliance


External

  • SET, TSD and BOT

  • Other Custodian Banks, Brokers

  • SCB Group/ Hub


Other Responsibilities

  • Manage job and work assignment, work schedule and resources to achieve improvement of productivity.



  • Assist in implementation of service and efficiency improvement initiatives in Securities Services and facilitate transfer of best practice.


QUALIFICATIONS:

  • Banking experience 2-3 years, experience in Securities Service will be preferable.  


  • Ability to write reports, business correspondence and procedure manuals.

  • Good Influencing and negotiating skills.

  • Strong communications (both written and spoken) skills in Thai and English

  • Ability to deliver consistent results under pressure and beyond standard working hours

  • Detailed oriented, team player, takes end to end ownership, drive for results to support/grow the business, sustain intensity %26amp; 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


Apply now to join the Bank for those with big career ambitions. 
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

Job Details

Job Source : scb.taleo.net

Similar Jobs