Investor Services Operations – Client Relationship Manager- NY recruitment
Job Description
To aid delivery of a first class operational client service to our Investor client base (Asset Managers, Pensions Funds and Hedge Funds) in all interactions for transactional enquiries, complaints, and other service-related issues, within the Financial Market products space.
* Responsible for serving as a senior contact person for our clients, and SCB staff for advice, enquiries, complaints, etc.
* Ensure deliverance of first class service against agreed service standards with Investor clients and internal stakeholders (Relationship managers, Sales, Operations functions, Heads/Managers of various FMOCC teams)
* As a Service Partner, work together with key internal stakeholders to solve client issues, identify opportunities and deliver a 'best in market' service.
* Conduct service reviews and perform follow-ups.
* Build relationships and rapport with Investor clients at the operational level.
* Develop a close relationship with the Sales and Origination Client Coverage (OCC) team in order to accompany them on client visits, representing Operations as a positive part of the Standard Chartered package.
* Assist in delivering a consistent Global service framework for Investor accounts globally.
* Establish SCB into the current Investment Banking Forums working around Investor clients. Attend and participate in Industry events.
Key Roles Responsibilities
Delivery Efficiency
* Point of contact / escalation for clients for advice, enquiries, complaints, resolving of discrepancies and transactional errors
* Assist Heads/Manager of CC teams to manage the resources within CC teams to meet and exceed service standards
* Provide support and recommendations to other FMO functions to ensure timely resolution in case handling
* Work with internal stakeholders for service requirements, inquiries, and instructions.
Service Management
* Responsible for driving Investor Services agenda from FMO perspective and ensuring senior management engagement and ownership of service issues/opportunities
* Lead service reviews with Investor clients. Review service performance with clients and generate ways to continuously improve service level standards.
* Assist in contacting clients to enable surveys to be conducted e.g. Z-Yen survey.
* Analyze survey results, evaluate client behavior, understand and identify opportunities for improvements in service, devise plan of action.
* Ensure an effective service recovery process which includes complaint logging and handling is in place and appropriate empowerment is given to staff to act quickly when necessary
Skills/Behaviour Standards
* Maintain a professional SCB image through all interactions with clients
* High level relationship building, maintenance and influencing skills
* Constructive feedback. Issues and solutions.
Qualifications Skills
* Organised and detail orientated
* Effective interpersonal and communication skills
* Good questioning skills
* Challenge the 'norm' attitude
* Good analytical and problem solving skills
* Able to recognize basic styles of customer behaviour and how to adapt each style to create positive 'chemistry'
* Able to identify and manage both transactional and operational risks
* Ability to work under pressure
* Intermediate level product/processes knowledge
* Sound Financial Market operations experience
* Experience in managing Real Money Fund relationship at operational level
* Good leadership skills
- Type of differentiated services that suits the client based on structured analytical process
* Non-financial compensation for service recovery purposes
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information to hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
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.
Equal Opportunity Employer
Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation.
