Client Service Manager, Priority Banking

2 weeks ago

Subang Jaya, Malaysia Standard Chartered Full time

**Job***: Retail Banking

**Primary Location***: Asia-Malaysia-Subang Jaya

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 30/Jul/2023, 11:36:54 PM

**Unposting Date***: Ongoing

**Role Responsibilities**

**JOB SUMMARY**

**Define key responsibilities** **to reflect the duties and responsibilities of this role.**

**ETB Servicing**
- To proactively handle Priority Banking clients’ service issues and complex needs for branch walk-in clients.
- To provide administrative support to Relationship Managers to deal with ongoing client service issues, on-boarding of new clients/products, and ongoing process monitoring.
- Educate and steer client towards interactions with the bank via online, machine channels.
- To proactively refer business to Relationship Managers.

Any additional service focused mandates to be discussed separately.

**Strategy**

**_ Other administrative support tasks (remote & in person)_**:

- Assist Relationship Managers with any other administrative support for updating CDD, monitoring and managing client’s credit situation, and migrating clients in and out of Priority

**_Financial Contribution_**:

- Prevention of frauds & losses.
- Control costs.
- Generate revenue/fees.

**Business**

**Service (remote & in person)**
- Assist Priority Banking clients with all service and transaction requests e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.
- Interface with middle or back office teams to complete service requests
- Generate revenue/fees.

***Processes**

Fulfillment (remote & in person)
- To assist Priority Banking clients with fulfilment of sales, including all necessary documentation and paperwork e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.

**Activation (remote & in person)**
- Assist Relationship Managers with activation efforts i.e scheduling time for conversations with clients, preparing materials for discussion (e.g Retail banking products (PL, CASA, CC), Wealth Products etc)
- Educate and conduct initial set up for online banking, ATMs in Priority Banking Centre and Branch.

**People & Talent** **
- Excellent Computer skills
- Work under pressure, smart and effectively.
- Good planning and organisation skills.
- Good in interpersonal and communication skills.
- To outserve customers in service delivery and be the Best International Bank
- To create awareness and influence customers in using direct channels / automation
- To maintain a high standard of customer service quality
- To exceed customers’ expectation and delight them
- Practise the Brand Values at all times
- Zero complaints on PiB service quality
- Self-motivated to work with minimum supervision
- Good communication skills and a high level of patience and understanding

Good understanding of Compliance and Audit

**Risk Management**

**_ Compliance and Money Laundering responsibilities_**:

- Ensure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.
- Participate in and/or support the Bank’s effort in combating money-laundering activities.
- Exercise due care and diligence on matters related to Money Laundering and CDD in day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquiring relevant knowledge and training, and providing support to superiors.

**Governance** **

**Policies & Procedures**
- ABM rules / Bank Negara FEA regulations
- Branch Operations Manual (WEBOM) / MIC / group circulars / bank policy and tariff of charges

**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 CPBB Malaysia 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.] *
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**QUALIFICATIONS**

**TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS**
- Acquiring referrals from Individual clients
- Support the client on any client-initiated needs
- Delivering on service requests and resolve with the agreed TAT
- Educate and migrate clients to Mobile/Online Banking
- Update CDD
- Managing Client’s credit situation
- Migrating newly affluent clients

**About Standard Chartered**

We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communiti

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