Premier Service Manager Premier Service Manager …

Standard Chartered Bank
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Standard Chartered Bank
in Hong Kong
Permanent, Full time
Be the first to apply
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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