Client Service Manager - NR (Mumbai, IN)

Standard Chartered

Experience: 1+ yrs
Location: Mumbai, Maharashtra, India
Job type: Full-time

Required skills

banking
compliance
customer needs
customer service
ethics
statistics

About the role

Job Summary

Ensuring high quality customer service for Self and Team, ensuring internal and external compliance on all NR transactions, handling difficult customer situations and leading the overall service agenda for NR HUB.

Strategy
• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received at NR PsB HUB.
• Gather/prepare statistics for service quality and productivity indicators
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
• Responsible for general reconciliation and control activities
• Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
• Contribute to NR PsB HUB performance through referrals, efficient customer service, effective operations controls

Key Responsibilities

Operations and Compliance
• Ensure satisfactory ratings in all internal/external audits.
• Ensure compliance to all process notes and circulars issued from time to time.
• Contribute to timely and accurate submission of all returns both internal and statutory for sales and service.
• Undertake accurate and timely processing of all customer instructions as per applicable processes/ circulars.
• Understand the Bank’s mis-selling & sales policies as well as policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. Comply with the same, including highlighting any suspicious transactions as per guidelines.
• Complete all requisite trainings on time
• Cross Border & FEMA certified

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles:
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Must not do mis selling and follow group code of conduct in dealing with customer as well as colleagues.

Key Stakeholders
• NR Segment/ Wealth Management Unit

Skills and Experience

• Customer Orientation
• Relationship Management
• Customer Service
• Inter Personal Skills
• Communication
• Operation Management

Qualifications

• Must be a graduate. MBA’s would be an advantage
• Candidates having Sales experience of at-least 1 year in the Retail Banking Industry; NR background preferable not essential, Wealth acumen would be an advantage
• Candidate having AMFI, IRDA (and other relevant certification) certification will be preferred
• Good knowledge of the selected market and customer segments would be an advantage
• Strong communication and negotiation skills with the ability to influence outcomes
• Strong inter-personal skills, which encourages and promotes enthusiasm and team spirit

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.

About Standard Chartered

International group providing corporate, retail, and investment banking services.

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