Customer Service Manager

Role Responsibilities

To support managing the existing portfolio of the relevant RM’s at Business Banking & to ensure the delivery of quality service to customers. To project a professional and warm image, maintain operational control and continuous improvement in operational efficiency.

Responsibilities*

Strategy*

• Expected to be aligned and support the strategy laid down by the business to achieve respective targets.

Business*

Provide Operational support to RMs

• Provide the highest level of customer service and responsiveness to all customers
• Recommend improvements in processes/procedure to ensure best levels
• Action customer enquiries, investigate complaints, initiated by Relationship Managers/Officers
• Co-ordinate with internal support functions/departments and areas of the bank to obtain relevant information.
• Ensure the unit’s adherence to credit and operations audit (Compliance Standards)
• Attend to all operations/processes, instructions received from RMs/Customers.
• Co-ordinate ad collate data from RMs to review the daily excess reports and monthly report
• Review & complete limit/lien adjustments initiated by RMs
• Providing efficient and accurate responses to customer queries
• Pro-actively developing and maintaining a detailed understanding of customers’ business and financial services needs through:
• Liaising directly with customer and/or customer employees
• Monitoring and interpreting customer financial strategies
• Maintaining an understanding of the customer’s industry and associated markets
• Assisting to develop and execute appropriate elements of the customer strategy, in conjunction with the Sales & Service and/or Relationship Manager by Identifying, escalating, and documenting new share of wallet opportunities through provision of new products and services

Operational And Customer Service Functions

• Deliver quality service while carrying out transactions for business banking customers.
• Accept customer instructions and follow up with CBO / CMS / Trade and other supporting units until completed.
• Attend to customer account detail inquiry / statement requests following the bank’s verification standards
• Raise intra-day TOD requests (trade/ CMS/CBO) as and when required.
• Accepting account opening documents and supporting BB acquisition team on processing the same via system
• Consistently adhere to local and international service standard along with BB DOI.
• Provide truly professional customer service to achieve a high level of customer satisfaction and retention
• Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner.
• Recommend improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency
• Timely dispatch of all client communications, follow-ups on excess settlements and closures.
• Accurately recording key risk factors within Credit Memoranda documentation. Ongoing vigilance for early signs of credit quality deterioration and early recommendation of appropriate action through:
• Regular monitoring of accounts
• Identifying adverse financial trends
• Interaction with customer/employees
• Adhering to Group credit policies and standards regarding reporting and documentation
• Ensuring compliance with group standards and regulatory requirements.
• Ensuring data integrity in all core systems and documentation

Risk Management*

To ensure compliance with the bank policy and procedure and local statutory requirements

• Ensure awareness of bank’s policies / procedural requirements
• Ensure proper controls are adhered to in daily operations while complying with the bank’s compliance policies and regulatory requirements

Governance*

• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

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 the 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.

Key stakeholders*

• CPBB Management Team
• Customers
• Processing Units, Branches, OR teams
• Relationship Managers

Qualifications*

Training, licenses, memberships and certifications

Our Ideal Candidate

Communication skills Advanced

Sound knowledge of all bank procedures (including lending), products and services Advanced

Credit risk assessment skills Entry

Understanding of the front /back office processes Core

System knowledge and procedures Core

Ability to identify and analyse customer needs Core

Good planning, problem solving, organizing skills Core

Computer literacy Core

Primary Location: Asia-Sri Lanka-Colombo

Schedule: Full-time

Employee Status: Permanent

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