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Service Manager
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Beijing

    Service Manager - Beijing, 中国 - Standard Chartered Bank

    Standard Chartered Bank
    Standard Chartered Bank Beijing, 中国

    发现在: Talent CN S2 - 5天前

    Standard Chartered Bank background
    全职
    描述

    Role Responsibilities

    Job Role

  • To be the Service Partner, working together with RMs, Product Sales, Operations and other key internal stakeholders to develop clients' pre-origination service solutions, manage post origination needs, identify opportunities and deliver the Bank's services.
  • Builds strong service focused relationships and rapport with key clients at the transactional / operational level and will use service relationships as a strategic weapon to increase wallet shares and revenue retention for TB and channels.
  • Provides value creation through client education and service solutions advisory to help clients improve efficiency.
  • Provide best-in-class client services, and to achieve professional development.
  • Acts as a bridge between the client and the Bank. Voice out on behalf of client to the relevant stake holders.

    • Strategy

  • To execute and manage the strategy for providing service across all Correspondent banking products to a portfolio of clients.

    • Business

  • To develop clients' pre-origination service solutions, manage post origination needs, identify opportunities and deliver the Bank's services.
  • Helping remove operational roadblocks through end to end servicing and ownership of client issues.
  • Builds strong service focused relationships and rapport with key clients at the transactional / operational level and will use service relationships as a strategic weapon to increase wallet shares and revenue retention for Correspondent banking and channels.
  • Provides value creation through client education and service solutions advisory to help clients improve efficiency.
  • Acts as a bridge between the client and the Bank. Voice out on behalf of client to the relevant stake holders.

    • Processes

    Responsible for client satisfaction with service arrangements and delivery at regional and country levels through regional and country CSG CSMs.

  • Manage end-to-end service support with internal stakeholders on escalation of service gaps.
  • Review service performance with our clients and generate ways to continuously improve service level standards as well as client efficiency (if appropriate).
  • Conduct service reviews (global / regional / country) to identify and close gaps between clients and service delivery.
  • Analytics - review client data on an ongoing basis to improve volumes and facility utilization – transaction volumes, channel utilization, referrals (or TAT), 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 facilities utilization, transaction volumes, issues raised, etc.
  • Communicate client feedbacks to 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 / Sales request.
  • Coordinate and conduct client trainings with internal stakeholders.

    • Risk Management

  • Ensure adherence to the risk management framework in identifying, controlling, monitoring and reporting of risk.
  • Ensure sufficient actions are undertaken to mitigate, reduce and contain the identified operational risks.
  • Undertake and / or coordinate periodic business monitoring activities, escalating issues to the segment head.
  • Work in conjunction with TBSM's and FI to engage the client for successful closure of all RFI's.
  • Ensure adherence to all FCC policies.
  • While ownership rests with Coverage team, facilitate the obtain documentation for any escalation cases.

    • Governance

  • Adherence to laws and regulations, internal risk and compliance policies and the Group Code of Conduct.

    • Regulatory and 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.

    • Key Stakeholders

  • Corrs Sales - working together provide professional guidance, service and product to clients
  • Operations - daily work contact to solve clients' enquiry, find root course to help operations improve DOI / system. Discuss with clients to help operation team increase auto process rate
  • CSG - daily work contact to solve clients' enquiry in SCB group
  • Product - seek guidance on product / system to see if SCB can meet clients' special requirement
  • FCC daily work contact on transactional level

    • Other Responsibilities

  • Embed Here for good and Group's brand and values in China / Correspondent Banking
  • Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies.
  • Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
  • Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank.
  • Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections.
  • Cooperate with any investigations or reviews on regulatory failure such as accountability review.
  • Properly perform the duties on management and ensure the effectiveness of internal control.
  • Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and / or leadership.

    • Our Ideal Candidate

    Languages

  • English and Chinese

    • Role Specific Technical Competencies

  • Addressing customer needs
  • Cross-Selling
  • Problem Management process
  • Service excellence
  • Sales Tasks and activities

    • ­

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