Transaction Banking Service Manager recruitment
Key Roles Responsibilities
Client Service
- Helping remove operational roadblocks through end to end servicing and ownership of client issues
- Monitoring daily interactions with the client, leverage on CRM, and be the escalation go to point, internally and externally
- Responsible for client satisfaction with service arrangements and delivery at regional and country levels through regional and country CSG CSMs
- Continually identify opportunities to improve client efficiency and performance, service and optimizing channel usage, etc, through leveraging on the VoC process and the relationship, to understand client's needs
- Be the senior servicing point of contact, connecting the network for our clients
Service Management
- Review service performance with our clients and generate ways to continuously improve service level standards as well as client efficiency
- Conduct service reviews 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, 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 on client needs and products
- Involve in RFP discussions, and play the role of service specialists in convincing clients of SCB service capabilities on RMs / TB request
- Coordinate and conduct client trainings with internal stakeholders
Operational Excellence
- Assist in implementation of service and efficiency improvement initiatives with all relevant stakeholders and facilitate transfer of best practice
- Identify process improvement opportunities from Service Reviews and feedback to SQM
- Identify competitive best practices from clients, TBSM staff, Front office staff and feedback to Head, TBSM
- Manage end-to-end service support with internal stakeholders on escalation of service gaps
Key Client Service Planning
- Lead in Service Reviews with Key clients, reviewing service performance with the clients and generate ways to continuously improve service level standards
- On a selective basis, accompanying TB Sales on calls to sell our service capabilities and/or to resolve clients' operational and service issues
- Lead in managing client loyalty with TB driving the 'grow to core' messages
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.
November 27, 2011
• Tags: Commercial Banking careers in the Hong Kong SAR, Transaction Banking Service Manager recruitment • Posted in: Financial