Manager Customer Service - Commercial Clients (UAE National Preferred)

Standard Chartered Bank - UAE

UAE

Ref: HP048-487

Job description / Role

Employment: Full Time

Job Description

The purpose of this role is to:
1. To ensure Commercial Clients in UAE is compliant with regulations and group policy and standards for customer service standards are met.
2. Ensure proper functioning monitoring of customer service request as well as timely identification and resolution of deficiencies in processes and emerging risks.
3. Ensure timely escalations are made for unresolved customer complaints / request risks identified.
4. Ensure satisfactory Audit outcomes

Key Roles & Responsibilities

The purpose of this role is to:
* Meet set service standards and achieve turnaround times, at the same time ensuring compliance with agreed minimum standard.
* Ensure consistent delivery of customer delight relating to queries of problem resolution, keeping in mind SCB's values. Interface with Value Centres and Support Units including HR, Technology to ensure consistent and effective handling of customer service requirements.
* Achieve targeted customer satisfaction scores in customer surveys.
* To strive for continuous improvement in processes, based on voice of customer, to meet customer needs & expectations, and provide quality service.
* Ensure all customer queries and complaints are tracked, handled and analyzed, in a timely manner.
* To ensure that all customer complaints are resolved satisfactorily and duly recorded.
* Be strong in technical and product knowledge and be able to coach and counsel staff on products offered to Commercial Clients.
* Work with Service Quality & other internal service teams and Support teams, to ensure that a robust and sustainable service platform is created for servicing of Commercial Clients in the UAE.
* Ensure effectiveness of controls for compliance monitoring and risk management.
* The job holder must ensure he/ she is fully aware of all the policies and procedures issued in relation to money laundering prevention and Sanctions. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
* Acquire and enhance knowledge on the operational excellence.
* Ensure all administrative tasks are accomplished.
* Ensure, training requirements are met with standards required for Commercial Clients for self & team members.

Requirements

Qualifications & Skills

1. Degree holder, minimum 7-10 years of Banking experience, in products and or service.

2. Leadership
* Leadership initiative and assertiveness
* Self-motivated and motivating
* Work well under pressure

3. Proficiencies and Knowledge:
* Commercial Clients / SME product knowledge
* Effective ability to monitor day-to-day escalation process & track closure.
* Good communication skills and ability to conduct meeting.
* Ability to socialise trends.
* Ability to identify process gaps.
* Analytical skills.
* Understanding of Operational risks is an added advantage.

4.Skills
* Interpersonal and influencing
* Coordination and execution
* Collaboration and team work
* Communication and listening
* Negotiation and engagement

Diversity & 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.

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.

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