Service Manager - Transaction Banking

Job description / Role

Job Description:
Provides world class services to Corporate clients and seamless delivery of the bank's products and solutions in order to achieve high client satisfaction and loyalty.

Builds strong service focused relationships and rapport with Tier 1 and Tier 1 plus clients and utilizes service relationships as a strategic tool to increase wallet shares by identifying cross sales opportunities & revenue retention for Transaction Banking. In addition, act as an escalation contact for Key and Premier clients in cash, trade and custody products for complex issues.

Provides value creation through client education and service solutions to help clients improve efficiency.

To be the service partner, working with internal stakeholders (Corporate and Institutional Clients (CIC), TB Sales, Product Managers, Operations and other key internal stakeholders) to develop clients' pre-origination service solutions and manage post origination needs, identify opportunities and deliver the Bank's services.

Key Roles & Responsibilities
* Client engagement - managing the end-to-end service experience for clients.
* Service Recovery & enhance client experience through root cause analysis.
* Client engagement - through proactive delivery of market news and information.
* Regularly review service performance with clients through Service Review or Pulse Check - improve service level standards, identify service gaps, recognize clients' changing needs & requirements
* Offer guidance to client on the operational aspect of products
* Escalation point for complex in-country queries
* Review service performance with our clients and generate ways to continuously improve service level standards as well as client efficiency (if appropriate)
* Conduct service reviews (global / regional / country) to identify and close gaps between clients needs and service delivery
* Analytics - review client data on a periodic basis through service reviews on transaction volumes, channel utilization, referrals (or TAT), queries, complaints, etc
* Monitor high value transaction processing, use authority for prioritization of transactions, when critical to client
* Conduct client visits - introduction, relationship building initiated by TB Sales to resolve issues and service relationship with Client's Operations and Treasury counterparts
* Conduct proactive visits on transaction volumes, issues raised, etc
* Communicate client feedbacks to TB Sales and/or OCC RM on client needs and products
* Support the RFP process and play the role of a service specialist.
* Coordinate and conduct client trainings with internal stakeholders
* Stakeholder Management - undertake regular monthly conversations with TB Sales, OCC RM and key product team to deepen understanding of client needs on an end-to-end basis
* Support the RFP process and play the role of a service specialist.
* Continuous Improvement - demonstrate proactive stance in developing creative solutions and overcoming problems for clients
* Identify opportunities to improve client efficiency and performance, service, product solutions, utilization and optimizing channel usage
* Identify cross-sell opportunities - through new products to the benefit of clients
* Active participation/coordination in on-going initiatives, projects, client surveys
* Promoting self service platform - S2B
* Establish team operating standards (e.g. quality to service review/due diligence, pulse check), monitor adherence and monitor client feedback. Share and discuss this with stakeholders.
* To ensure information from the central/regional team is communicated effectively to the rest of the team. Implement process, procedures and service model
* Leading team to promote self service platform - S2B
* Promote effective team engagement and encourage teamwork

Requirements

* Organized and detail orientated
* Comprehensive product/processes knowledge
* Good leadership skills
* Knowledge of global clients' cross-border operations and needs as well as related local business environment
* Basic TB banking operations experience
* Sound knowledge of TB channels
* Sound knowledge and experience in relationship management with senior management personnel of corporate clients
* Preferably seeking a Chinese speaking individual to help service our top tier China Desk TB clients.

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.