Job Summary

As a Senior Relationship Service Manager, who possess client servicing experience and able to manage documents and deadlines, this role is to deliver excellent customer service, manage inquiries, and support Relationship Managers in client acquisition and retention. Responsibilities include staying updated on bank products, working independently, and coordinating sales reports and promotional campaigns in International Banking.

About our Wealth and Retail Banking Business

We service more than 13 million individuals and small businesses, with a focus on the affluent segment which encompasses Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space, we're focused on emerging affluent clients who will progress in their wealth journey with us and form the pipeline of future affluent clients.We’re a leading wealth manager in Asia, Africa and the Middle East, and our deep local presence and international network enables us to capture the strong structural tailwinds which are driving cross-border wealth flows. Our comprehensive product propositions span across deposits, payments, financing, advisory, investments and bancassurance.We’re investing USD $1.5 billion in our Affluent banking business. Our investment focuses on affluent frontline teams, wealth and digital platforms, and client centres, as well as brand and marketing, to drive growth. You’ll join a growing franchise within Standard Chartered Group.

Key Responsibilities

Sales Support

• Refer clients with banking needs to respective RMs.
• Co-ordinate on weekly and monthly sales reporting.
• Co-ordinate on promotion campaign – product bundling fulfilment, MGM, SGM and etc.

Portfolio Management

• Handle tagging and retagging customer status (upgrade/regrade).
• Handle conversion of account (e.g., sole account to join account) and compiling of household relationship.
• Monitor the progress of customer’s applications and other instruction (both financial and non-financial).
• Co-ordinate and reply to all customers enquire via phone-in or emails.
• Support in ensuring RMs attend to their morning excesses report.
• Ensure accurate and timely submission of account / Wealth document to Branch Ops / Banking Ops.

Customer Management

• Ensure proper communication to clients via phone calls/letters when there are changes in RMs.
• Regular contact with clients on FD maturity.
• Support RM in investigation and documentation of complaints in timely manner.
• Assist to affect and monitor progress of clients’ service requests in CEMS (or equivalent).

Risk Management

• Raise STR if necessary.
• Forwarding and keeping track of all documentations which require senior managers’ approval.
• Ensure proper follow up on the outstanding risk, document, and overall control culture in the teams.

Administrative

• Raise service request for system access.
• Leave and claims management.

Skills and Expereience

• Ability to speak in Mandarin is required as this role involved supporting customers from Greater China and North Asia (GCNA region).
• Experience in roles that involve direct interaction with clients or customers (client/customer-facing).
• A minimum of 2 years of experience in client acquisition, relationship management and retail banking.
• Previous experience working in a contact centre environment is an advantage.
• Technical knowledge and expertise in consumer banking products (i.e. Treasury, Equities, Funds, Insurance, etc.).
• Excellent communication, interpersonal and relationship building skills.
• Ability to learn new products and services quickly.
• Ability to work in a flexible and agile way.
• Self-starters and team players who enjoy working in an international environment.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.