Specialist, Client Management at Standard Chartered Bank Plc

💥Specialist, Client Management

•  Job ID: 11792
•  Location: Dar es Salaam, TZ
•  Area of interest: Operations
•  Job type: Regular Employee
•  Work style: Office Working
•  Opening date: 23 Oct 2024

Specialist, Client Management at Standard Chartered Bank Plc October 2024

Job Summary

• This role
  is to ensure Channels maintenance and NTB clients are supported through
  timely, proactive and efficient support from the bank. This role also
  includes Service for Cash and Channels queries and managa a portfolio of
  clients. The responsibility to be able to service clients onshore at
  the highest service standards for their queries, complaint management
  and resolution of channels queries/ support requirements.
• Provide
  administrative support by accepting and arranging processing of various
  channels (straight2bank) and related products and services setup
  requests for all Corporate, Commercial Banking and Institutional Banking
  (CCIB) and Business Banking clients; including internal setups e.g. for
  Client Access, TB Implementation testing setups, various internal
  operations unit’s setups relevant to SAT.
• Maintain a professional SCB image through all interactions with clients and internal stakeholders
• Responsible
  for ensuring all documentation is in place before handover to GBS teams
  for processing for simple and complex onboarding and maintenance setups
• Follow logging of all setups in unit in house tracker and GEMS
• Referral management on setups in line with Global and Country DOIs
• To
  provide second level client support to resolve technical operating
  problems by conducting investigations, rectifying errors, including
  phone, email and on-site training and support,
• To ensure proper
  authorization process is followed when accepting setup registrations,
  submitting documents to GBS teams and file documentation as described in
  the respective DOIs
• Support new and junior team members by helping them in managing the BAU through knowledge sharing around systems and processes
• Develop
  and maintain rapport with business stakeholders e.g. TB Implementation
  Managers, Product managers, Relationship, Service Managers and Client
  Managers as well as GBS Hub teams (cross functional) for superior
  onboarding and ongoing support to all clients
• Ensure discipline and risk control around client confidentiality in all interactions via calls and emails
• Ensure strong due diligence on document safekeeping and data confidentiality
• Perform /maintain oversight of recompilation controls around vasco tokens and documents
• Support Team manager by handling / resolving first level escalations
• Timely escalation of setups off SLAs or any other issues being outstanding for clients, internal stakeholders
• Proactive service including: Service Reviews, pulse checks, life cycle change management,
• Provide guidance and due support to Client Services team in resolution of 2nd level setups investigations
• Highlight significant issues/errors to team leader
• Familiar with Service BAU to provide backup support – systems, query handling and quality assurance framework
• Support the digitisation agenda through client education, initiatives, proactive calling and support for query reduction
• Ensure teams and stakeholders are aware and familiar with enhancements or changes
• Support system upgrades for clients- communication, follow up and coordination for upgrades
• Part of complaint handling unit to provide RCA, client comms and preventative actions
• Provide cross border support to other markets where training needs/ capacity require
• Training clients on Straight2Bank
• Timely reports and statistic feedback on BAU, initiatives, projects and ad hoc requests
• Awareness and adherence to Service Business Continuity Plan (BCP) by maintaining due service delivery in crisis situations
• Both Service and Channels SAT role

Key Responsibilities

Strategy 

• Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business 

• Awareness and understanding of the wider business, economic and market environment in which the Group operates. 
• Compliance with regulatory requirements and group compliance standards.

Processes 

• As
  per the Operational Risk Framework definition of first / second line,
  for example, Responsible for executing S2B NTB and ETB client setups,
  training and incident management. 
• Responsible for Client Cash Service query resolution and proactive support to clients.
• As per DOI and processes as well as reporting

People & Talent 

• Lead
  through example and build the appropriate culture and values. Set
  appropriate tone and expectations from their team and work in
  collaboration with risk and control partners

Risk Management 

• Responsibilities
  relating to identifying, assessing, monitoring, controlling and
  mitigating risks to the Group, as well as an awareness and understanding
  of the main risks facing the Group and the role in managing them.
  Identify key issues based on information and put in place appropriate
  controls and measures.
• Act as the [Process] risk control owner
  under the Group’s Risk Management Framework (including relevant
  Operational Risk Framework.
• Ensure escalations are handled appropriately and to relevant senior and key stakeholders.

Governance 

• Awareness
  and understanding of the regulatory framework, in which the Group
  operates, and the regulatory requirements and expectations relevant to
  the role. Ensure controls are maintained and enhanced for service
  delivery and execution of instructions.

Regulatory & Business Conduct 

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take
  personal responsibility for embedding the highest standards of ethics,
  including regulatory and business conduct, across Standard Chartered
  Bank. This includes understanding and ensuring compliance with, in
  letter and spirit, all applicable laws, regulations, guidelines and the
  Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead
  the Mauritius SAT team to achieve the outcomes set out in the Bank’s
  Conduct Principles: [Fair Outcomes for Clients; Effective Financial
  Markets; Financial Crime Compliance; The Right Environment.]
• [Bank of Mauritius and other applicable regulators – prescribed responsibilities and Rationale for allocation].

Key stakeholders
Internal

• Channels Manager Team Manager
• Client Services Group
• Other ITO teams in country and GBS HUB (Cash, Securities Services and Trade Ops)
• RMs and Business Managers
• TB Product, Sales and
• Service Managers
• Technology and PSS teams
• Head of CMO
• Chief Technology and Operations Officer
• Daily management of channel service delivery
• To resolve interdependencies, priorities
• To share best practice and build cross border
• service solutions

External Clients

• 3rd party Vendors
• Setup requests, inquiries, investigations and service issues
• Service providers to bank clients
• Client setup and training users

Other Responsibilities

• Embed
  Here for good and Group’s brand and values in Mauritius, Client
  Service, Channels Management Perform other responsibilities assigned
  under Group, Country, Business or Functional policies and procedures;
  Multiple functions (double hats);

Skills and Experience

• Straight2Bank
• ERP understanding
• File UAT
• Client Centric attitude
• Written and verbal communication skill

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Qualifications

• Bachelor’s degree in Banking or Finance preferred.
• Ideally 5+ year’s experience in banking or other relevant environment.
• Languages: English and/or local language skills as relevant to country requirements.

Additional Role Requirements:-

• 5+years years relevant banking experience
• Strong communication and interpersonal skills
• Ability to multitask and prioritize tasks effectively
• Comprehensive
  Cash management products knowledge such as (FX, Payments, Liquidity
  mgmt., fiduciary services, cash management processes)
• In-depth and broad technical understanding of end-to-end client life cycles in cash management space.
• Experience
  in critical transactional support by facilitating resolution for
  complex transactions related issues and exception handling.
• Experience
  in collaborating effectively with technical and operations stakeholders
  to come up with sustainable client centric solutions to resolve
  escalated issues or complaints.
• Ability to influence
  stakeholders by efficiently explaining service requirements and
  demonstrating impact of client service as a key competitive driver.
• Contribute
  effectively to proactive service initiatives locally such as Client
  Service Plans in a coordinated fashion with RMs, TBS and Global Account
  Managers.
• Best practice sharing within the service team.

About Standard Chartered
We’re
an international bank, nimble enough to act, big enough for impact. For
more than 170 years, we’ve worked to make a positive difference for our
clients, communities, and each other. We question the status quo, love a
challenge and enjoy finding new opportunities to grow and do better
than before. If you’re looking for a career with purpose and you want to
work for a bank making a difference, we want to hear from you. You can
count on us to celebrate your unique talents and we can’t wait to see
the talents you can bring us.

Our purpose, to drive commerce and
prosperity through our unique diversity, together with our brand
promise, to be here for good are achieved by how we each live our valued
behaviours. When you work with us, you’ll see how we value difference
and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live
  with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are
  better together, we can be ourselves, be inclusive, see more good in
  others, and work collectively to build for the long term

What we offer
In
line with our Fair Pay Charter, we offer a competitive salary and
benefits to support your mental, physical, financial and social
wellbeing.

• Core bank funding for
  retirement savings, medical and life insurance, with flexible and
  voluntary benefits available in some locations.
• Time-off
  including annual leave, parental/maternity (20 weeks), sabbatical (12
  months maximum) and volunteering leave (3 days), along with minimum
  global standards for annual and public holiday, which is combined to 30
  days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive
  wellbeing support through Unmind, a market-leading digital wellbeing
  platform, development courses for resilience and other human skills,
  global Employee Assistance Programme, sick leave, mental health
  first-aiders and all sorts of self-help toolkits
• A continuous
  learning culture to support your growth, with opportunities to reskill
  and upskill and access to physical, virtual and digital learning.
• Being
  part of an inclusive and values driven organisation, one that embraces
  and celebrates our unique diversity, across our teams, business
  functions and geographies – everyone feels respected and can realise
  their full potential. 
• Go to our Homepage To Get Relevant Information.

www.sc.com/careers
This is Full-time Job, To submit your application, please follow the link provided below.

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