Priority Service Relationship Manager - STANDARD CHARTERED BANK

Job Description

The Service Manager is primarily responsible for servicing and managing customer relationships under the priority program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite.

Key Roles & Responsibilities

• Offer a consistent yet differentiated customer experience by leveraging the Customer Experience platform to take ownership of all categories of customer service matters and transactions. 
• Resolve client queries without further escalation. 
• Effectively convert service recovery to sales opportunities and sustained client loyalty. 
• Complete potential and expressed financial needs analysis for clients and offer service suites 
• Ensure meeting clients requirements while ensuring compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff. 
• Read, understand and comply with all provisions of the Group Code of Conduct. 
• Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable. 
• Awareness of all the policies and procedures issued in relation to money laundering prevention. 
• Ensure CDD compliance for all new to bank and existing customers. 
• Ensure zero operational loss and effective complaint management. 
• Report any suspicious transaction immediately to the supervising officer of Fraud Control 
• Ensure high quality, knowledgeable service levels in branch to exceed customer expectations 
• Monitor and ensure that all  Key Service Performance Indicators are achieved 
• Fully comply with all policies, procedures and KCSA to achieve satisfactory grades in local & Group Audits 
• The Implementation and monitoring of CDD measures in line with Group and Regulatory requirements. 
• Custodian of Mail Bags 
• Maintain Record of all outgoing and incoming mail in a form 1 cover 
• Maintain duly updated  ‘Acknowledgement Book’ (Form 1) 
• Receive standing orders instructions (New/ Amend)-local & foreign 
• Process  card applications for lost/stolen  debit /other non ATM cards 
• Issue & Update into the system new debit cards 
• Perform daily balancing  of bar codes in your custody 
• Destruction/deletion of old/replaced/surrendered ATM cards and for closed accounts 
• Any other duties assigned by the Line Manager

Qualifications & Skills

• 2 – 4 years experience in branch banking/ sales roles/ direct customer management experience would be helpful 
• Strong interpersonal and communication skills with ability to deal with people of all levels 
• A team player with good initiatives & assertiveness 
• A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements

Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

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