Client Service Assistant Manager

3 weeks ago

Kuala Lumpur, Malaysia Standard Chartered Full time

**Job***: Operations

**Primary Location***: Asia-Malaysia-Kuala Lumpur

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 23/Jun/2023, 7:13:48 AM

**Unposting Date***: Ongoing

**Role Responsibilities**
- Assisting customers with product setup by providing step by step guidance / instruction and resolving any technical issues they might experience.
- Following up with customers to ensure that reported technical difficulties have been resolved
- Troubleshooting, analyzing, and reporting any channel (S2b) errors, failures, or malfunctions to Technology and coordinating with them for a fix.
- Analyzing client feedback / Client data and advising management on areas of improvement
- Work together with other Technology teams to find solution to more complex issues and ensuring that the client issue is fixed.
- Provide detailed information about the products and services offered to the customers.
- From time-to-time Conduct Training for clients on Online channel and its features
- The staff must be well equipped in preparing all required performance related reports required by the Bank - daily, weekly, monthly etc.
- Projecting transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency
- Training staffs to required skill and knowledge requirements by upskill the junior staffs to manage the enquiries, requests, and complaints independently
- The staff shall adhere to their Service Level & Metrics as detailed in the “CSG Metrics Guide”
- To assist the team responsible for implementing change to achieve market leadership in customer service.
- To manage the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency whilst minimizing risk
- To work with the team and Line Manager team to meet and exceed service standards.
- Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers.
- Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies, and regulations.
- Ensure adherence to policies including escalation and compliance requirements.
- Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.

**RESPONSIBILITIES**

**Strategy**

Assist in implementation of service improvement initiatives in Client Services centre and facilitate transfer of best practices.

**Business**

Leverage on the VoC process to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage. Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.

**Processes**

Provide the highest standard of Client Services in response to client enquiries and complaints, to create improved, lasting relationships with our clients. Responsible for client satisfaction with service arrangements and delivery.

**People & Talent** **

Maintain a professional SCB image through all interactions with clients. Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.

***

**Risk Management**

Ensure process for client identification is clearly embedded. Ensure that all control reconciliation activities are conducted in a timely and accurate manner. Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.

***

**Governance** **

Ensure adherence to policies including escalation and compliance requirements. Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.

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

**Key stakeholders**

**Internal**:

- Head of Client Services Group
- Client Service Account Managers
- RM’s and Client Managers
- Senior Managers, Managers from other related departments.
- Client Services Managers
- PSS / Production Engineering team

**External**:

- All CCIB Clients
- Key personnel of companies
- Other Banks

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