Manager, Operations Client Services

  • Negotiable
  • Singapore
  • Permanent, Full time
  • Standard Chartered Bank
  • 11 Jan 17

Please view Job Description for details.

  • Serve as a focal point of contacts for clients and other departments of the Bank in client and service related matters
  • Respond to clients' enquiries on post-Sales matters
  • Resolve issues quickly and accurately
  • Ensure all issues that cannot be resolved immediately are handled off for resolution and track the status back to the client
  • Manage and recommend workflow changes for greater efficiency
  • Monitor market changes, regulations for proactive updates to clients
  • Agree service standards with clients and constantly monitor to maintain service standard agreed
  • Identify service improvements and to implement such improvements in conjunction with Operations
  • Participate in department projects and initiatives

Key Roles and Responsibilities

  • Primary point of contact for client enquiries and ensure they are responded swiftly, accurately and comprehensive
  • Track client enquiries, request, feedback, complaint and compliment in Client Relationship Management tool
  • Responsible for meeting clients' requirement per Service Level Agreement and exceeding clients' expectation to achieve excellence service
  • Understand the clients' needs and identify opportunities for improving product solution, increasing utilization and optimizing channel usage
  • Take ownership in following up with clients on outstanding invoices when it is escalated by billing team
  • Reviewing service performance with the clients and generating ways to continuously improve/enhance client service standards
  • Review process flow within Operations and recommend process flow improvements
  • Encourage and foster a congenial working environment where all staff seeks achievement through teamwork and operational efficiency
  • Co-ordinate with colleagues in other departments to complete Request for Proposal, Service Level Agreement and Questionnaires
  • Review clients' requests for new business and services
  • Participate and contribute towards the achievement of objectives, targets and marketing plans set by management
  • Be fully conversant with the departmental procedures
  • Assist in ensuring on-going maintenance within the department of the quality system
  • Ensure compliance with the regulatory requirements set by Regulatory Authorities and also the Bank's established procedures

Qualifications and Skills

  • Tertiary degree with a minimum of 2 years working experience in the Securities Industry. Failing which, a minimum of 10 years of banking experience including 3 years in the securities related industry at management level.
  • A broad knowledge of banking operations and practice
  • A thorough knowledge of the operations and rules of securities industry with client service experience
  • Ability to handle a variety of fast changing situations in terms of work pressure and clients' requirement
  • Strong interpersonal and management skills
  • Analytical and procedural systems skills regarding procedural changes required to adapt to the dynamic market conditions and ability to resolve problem cases

How To Apply

You can search and view current opportunities across our organisation and apply immediately by visiting and selecting Careers. To help speed up your application, please note the following:

- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role

- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application

It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.

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.