Client Service Manager, Affluent

Job description / Role

Customer Focus:
* Build relationship to achieve increase in share of wallet and revenue.
* Establish contacts with all the existing clients as per the call plan grid - in conjunction with the RM in Jordan
* Ensure customer financial needs are met
* Maintain updated EBBS with customer info.
* Ensure customer is recognized for total banking relationship.
* Increase in the quality of service to the customers.
* Effective/ Promptly handling customer queries and reduction in customer complaints.
* Ensure customer service TATs are being met. Escalate cases not meeting TATs.
* Ensure all client deals are booked in UAE (Referred by Jordan RM) as per local policies & regulations

Customer Service:
* To ensure Account Opening procedures are strictly adhered to as per policies and guidelines.
* Ensure all accounts are open within agreed TAT (24hrs).
* Ensure all E forms are processed within agreed TAT (24hrs)
* Responds to Customer & RM queries in a timely fashion.
* Ensure all Follow up, monitor and review facilities on time.
* To promote the highest level of customer service and responsiveness to Priority & International Banking Customers.
* Intelligently access the needs & problems of the existing customers & RM them in the best solution of their queries & concerns.
* To maintain a highly decent professional environment in the Priority Centre.
* To maintain a close coordination with the Operations staffs to provide prompt & excellent service to the banks customers.
* To be conversant with AML / CDD guidelines, Compliance policies & business processes relating to frontline areas outlined in the Shared Distribution Process Guide.
* To ensure compliance with minimum control standards on Customer Data Confidentiality.
* Drive a culture of complete adherence to local and international service standards for affluent customer segment.
* Ensure branches take responsibility for delivering the appropriate service standards to Premium Banking customers for the unit.
* Design a mechanism to ensure that other service delivery channels provide a consistently high level of service quality to Priority & International customers.
* Ensure all points of customer contact practice service excellence in handling customer issues, complaints, etc.
* Handling customer complaints effectively and ensure complete customer satisfaction.
* Manage customer satisfaction surveys and ensure 80% satisfaction score.
* Identify service gaps, repetitive complaints & fix them.
* Conduct Client Visits as required.
* Respond to client Query /RM queries in a timely fashion.
* Verify client documentation for accuracy.
* Ensure error free checking and avoid any financial losses to the bank.
* Follow up, monitor and review credit facilities on time and as per agreed standards.
* Provide support to Premium Banking sales team and ensure timelines are met.
* Ensure 90% of client instructions meet premium banking TAT's as mentioned in the SLA between CB Ops and Premium Banking.
* Resolve all non-critical/quick kill complaints to be resolved within 24hrs.
* Log in all complaints and negative feedback in LMS immediately upon notice.
* Ensure accuracy of account opening for Priority International Banking clients with 98% accuracy.

Compliance & Risk:
* Ensure compliance to policies pertaining to customer diligence, Data confidentiality.
* Ensure full awareness of all policies and procedures issued in relation to service, operational risk and Service.
* To ensure total compliance with laid down norms in terms of compliance risk, credit policy, documentation, operational risk and other Group / Regulatory control Standards
* Ensure appropriate internal controls and procedures for money laundering prevention are in place and functioning as intended. Where appropriate, assist in the investigation of financial crime risks.
* Ensure CDD/AML updates, proper zero error documentation.
* Update the LMS / CEMS, adhering to the contact Management Plan.
* Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and CDD.
* Ensure compliance with the above policies on an ongoing basis and report any suspicious transaction immediately to the supervising officer.
* Ensure full awareness of all policies related to operational risk, sales processes, anti-misselling, etc.
* Read, understand and comply with all provisions of the Group Code of Conduct.
* Ensure all attendance of important process and policy trainings.
* Ensure completion of e-learning's on a timely basis.
* Live up to the values of the bank.

Requirements

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.

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.