Premier Service Manager Premier Service Manager …

Standard Chartered Bank
à Hong Kong
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Standard Chartered Bank
à Hong Kong
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Standard Chartered Bank
Premier Service Manager
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'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'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

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. optimising 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.
Value Added Service
  • Review service performance with the clients and generate ways to continuously improve service level standards
  • On a selective basis, accompany Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues
  • Leverage 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.
  • Make 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
Our Ideal Candidate
  • 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
  • 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 career pages . We welcome conversations on flexible working.
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