Client Service Manager - NR

Job Summary

Ensuring high quality customer service, ensuring internal and external compliance on NR operations, handling NR client escalations and leading the service agenda across NR channels- NR Acquisition and NR HUB) involving process improvements and re-engineering.

Key Responsibilities

Strategy

• Assist Business NR Client Experience and Process Manager in coordinating, driving and directing effective customer service excellence, seamless processes, service agenda and audit related actionable across all NR Acquisition and NR Sky

Business

• Ensure timely resolution of NR complaints and end to end closure for escalation cases.
• Gather/prepare statics for service quality and productive indicators.

Processes

• Ensure compliance with internal and external guidelines and ensure minimal audit findings.
• Find ways to improve operations efficiencies and cost save measures.
• Ensure high level accuracy on transaction processing within standard turnaround time to ensure client satisfaction.
• Monitor customer satisfaction survey ratings, net promoter score from the clients and ensure continuous improvement for better quality services.

People & Talent

• Ensure adherence to laid down processes, facilitate first time resolution, minimise rejections and client escalations.
• Drive digital penetration, migrate client transaction to alternate delivery channels.
• Responsible to ensure timely completion and follow up of remediations across NR channels including RFI, TRR, PRR, HNW, PEP review, dispensation, hard hold cases, sigcap and other CDD related remediations undertaken time to time

Risk Management

• Identify gaps and arrange training on process improvements and policies for NR service.

Governance

• Ensuring high quality customer service, ensuring internal and external compliance on NR operations, handling NR client escalations and leading the service agenda across NR channels- NR Acquisition and NR SKY involving process improvements and re-engineering

Regulatory & 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

• NR Segment/ Wealth Management Unit
• Operations units
• Control functions

Skills and Experience

• Wealth Advisory/Management
• Client Relationship Management
• Portfolio Management

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.