Job Posts at Standard Chartered Bank

CLIENT SERVICE MANAGER

Industries
Banking, Finance

Description

To deliver simply first class customer service and advice to our Wholesale 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.

Build relationships and rapport with key Platinum / Gold clients at the transactional / operational level.

Key Roles and 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 customer 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. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities Risk & Control
Comply with the process for customer identification
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
Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice Key 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 annual 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 Wholesale Bank RMs 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 and Skills

-Organised and detail orientated -Bachelor Degree / Equivalent -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 CIB banking operations experience including channels an advantage

Diversity and 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.

Application Deadline: 31 Mar 2016

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PERSONAL ASSIST TO CIO 
Description

To provide administrative support to the Chief Information Officer and the Technology & Operations Divison's functions as a whole and contribute in ensuring timely, effective, efficient and quality service delivery by the Division.

Key Roles and Responsibilities

Provide support to the Chief Information Officer in the co-ordination of the divisional activities by ensuring that managers meet their objectives and serve internal and external customers in an efficient and timely manner. This includes ensuring on a day to day basis, that matters that require follow up are acted on by the relevant managers. Ensure in liaison with Strategic & Sourcing Property Manager that all office equipment and furniture for the division are well maintained and are functional at all times. Ensure in liaison with Finance timely and effective settlement of bills and invoices including maintenance of Technology & Operations Division's staff imprest and expense account.
Vet all invoices which require Chief Information Officer's approval. Ensure in liaison with the Strategic & Sourcing Property Manager cleanliness and security of the office and resources.
Co-ordinate Departmental meetings for Chief Information Officer including taking of minutes of meetings. *Handle the division's correspondence and communication including mails, faxes, responding to routine mail, handling telephone and customers enquiries.
Maintain efficient and effective computerized and manual filing and retrieval systems.
Provide effective administration of travel and hotel reservation arrangements for the Division's staff.
Ensure efficient administration of Chief Information Officer's appointments. *Ensure implementation and monitor compliance in relation to money laundering prevention (AML and KYC) as specified by group policy and standards and local regulation. *To annually update the authorised signature book for Standard Chartered Bank Tanzania. To liaise with BORM and annually update the Crisis Management Plan for Standard Chartered Bank Tanzania.
Ensure unit volumes are captured for submission to the Unit Heads and BPM following preparation of the Dashboard Report.
Ensure all mandatory elearnings are captured for submission to HR for GTO Departmental Staff.
Ensure Staff Recognitions are captured on monthly basis following Bank Awards / Spot Awards / Submission to Dubai through the shared link.
Ensure Departmental Costs on Transport, Telephone, DHL and Overtime are tracked on monthly basis for submission to CIO and Unit Heads for cost analysis.
Ensure GTO Departmental Trainings are captured on monthly basis for submission to HR.

Qualifications and Skills

Bachelor Degree/ equivalent in business and office management disciplines. *Atleast 3 years relevant experience.
Sound upto date complete knowledge in the relevant packages e.g Email, Word, Excel, Powerpoint etc is required.
Good administrative skills.
Good interpersonal and communication skills. *Good Public Relation Skills. Good Presentation Skills.

Diversity and 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.

Application Deadline: 31 Mar 2016


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