Premier Client Service Manager Premier Client Service Manager …

Standard Chartered Bank
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Standard Chartered Bank
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Standard Chartered Bank
Premier Client 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.

Scope of Role:
  • To deliver simply first class service and advice to Wholesale Banking premier clients and internal Partners in all enquiries, problems, complaint resolution and other service-related issues.
  • 在所有查询、问题、冲突解决, 投诉和其他与服务相关的问题上,向公司银行尊贵客户和内部合作伙伴提供一流的服务和建议。
  • To be the Service Partner, working together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues. Identify opportunities and deliver the Bank's services.
  • 成为服务合作伙伴,与客户经理、产品销售、运营和其他关键内部利益相关者合作,解决客户问题。识别机会并提供银行服务。
  • Builds relationships and report with key clients at the transactional/operational level.
  • 与交易/运营层面的关键客户建立关系并报告

The Role Responsibilities
  • Handle Premier Client daily enquiries and deliver qualified response to clients in timely manner.
  • 处理优质客户的日常查询,并及时向客户提供满意的回复
  • As first level staff, to record and help handle clients's complaints and escalate timely.
  • Proactively anticipates clients needs and takes action
  • 主动预测客户需求并采取行动
  • Use clear and appropriate communication skills and face to face interaction
  • 使用清晰适当的沟通技巧和面对面交流
  • Makes proactive calls and visits to clients to improve utilization of facilities, increase transaction volume, up/cross sell products and service and identify opportunities for channels and business referrals
  • 主动打电话和拜访客户,以提高设施利用率,增加交易量,增加/交叉销售产品和服务,并确定渠道和业务转介的机会
  • Engage RMs, Product and Operations Partners for input to client service issues, complaints, plans and reviews
  • 与客户经理、产品和运营合作伙伴接洽,以解决客户服务问题、投诉,计划和审查
  • Timely and appropriate response
  • 及时和适当的反馈
  • Coordinates and leverages client and bank global network to deliver an effective solution
  • 协调并利用客户和银行全球网络提供有效的解决方案
  • Balance Client needs and workload
  • 平衡客户需求和工作量
  • Identifies and communicates work plan and escalates potential issues
  • 确定并传达工作计划,并上报潜在问题
  • Works independently, taking ownership of issues and escalates as required to appropriate party
  • 独立工作,掌握问题的所有权,并按要求上报给相关方
  • Complies with laid out policies and procedures, maintains the Bank's reputation.
  • 遵守规定的政策和程序,维护银行声誉

Our Ideal Candidate
  • BA degree
  • 学士学位
  • 3-4 years experience of Customer Service in Bank
  • 3-4年银行客户服务经验
  • Experience in Trade products is more preferable
  • 有贸易产品经验优先
  • Fluent English in both spoken and written skills
  • 流利的英语口语和书面表达能力

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 .