Team Lead, Cash Client Service

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Team Lead, Cash Client Service

lead · Retail & Commercial Banking

Job Summary

• Manager for the Singapore Cash Client Services team, overseeing the Premier segment of the bank’s portfolio of Cash clients
• Responsible for the day to management of the team which is the primary point of contact for Portfolio of Premier Clients for professional advice, enquiries, complaints, resolving of discrepancies and transaction errors
• Provide the highest standard of client service in response to client enquiries and complaints, to create improved, lasting relationship with clients
• Responsible for client satisfaction with service arrangement and delivery 
• Work with internal stakeholders to provide end to end query resolution to client satisfaction 
• Ensure that client’s SLAs are met
• Responsible for effective service recovery process through complaint logging and handling
• Maintain a professional SCB image through all interactions with clients
• Log and manage all service interactions (enquiries, complaints, incidents, client visits etc. (within GEMS/ and/or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement facilities
• Build trust and strong working relationships with business and technology stakeholders.

Key Responsibilities

Processes
• Leverage on metrics and client sights to understand Premier client’s needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, upselling and cross-selling etc
• Ensure day to day quality control of the team’s interaction with clients
• Serves as the escalation point for highly sensitive clients and faces off with senior stakeholders within the Bank
• Monitor Premier client transactions using available tools 
• Work closely with Front Office Teams as product service specialist in country
• Participate in Periodic Service reviews for Premier clients 
• On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office team to sell our service capabilities and/or resolve client’s operational and service issues
• Provide pro-active client updates
• Delivery product/channel training to Premier clients within the portfolio
• Build trusted partnerships with clients at the daily transactional / operational level 
• Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RM, Product Sales, other Front Office Teams
Risk Management
• Comply with Operational Risk Framework for client service processes 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 

Regulatory and Business Conduct 
• Display exemplary conduct and live by the Group’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
• Respective Product Operations Team Leaders, and Operations Head in country 
• RMs & Business Managers 
• TB Product & Sales Managers 
• Segment Service Managers 
• Head Client Experience, CCIB in country 
• Country CIO 
• GBS Product Operations Teams e.g. Premier Service Fulfilment Teams 
• Technology partners e.g. PSS, Collective Intelligence & Command Centre

Our Ideal Candidate

• 10+ years of experience in Client Service or related client-fronting role  
• Proven track record on developing and managing high performing teams
• Strong experience in Transaction Banking Product knowledge 
• Strong and effective leadership communication skills with a proven ability to influence & challenge the senior stakeholders effectively 
• Self-motivated, positive, organized, disciplined and meticulous 
• Good time management and organizational skills and experience

Role Specific Technical Competencies

• Exceptional verbal and written communication and presentation skills i.e., PowerPoint, Excel
• Strong and effective leadership communication skills with a proven ability to influence & challenge the senior stakeholders effectively
• Excellent interpersonal skills
• Problem solving skills
• Detailed oriented

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers

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