JOB SUMMARY

•    Service Manager Transaction Banking FI Sales

RESPONSIBILITIES

Strategy

•    The position acts as the primary contact person for internal and external clients for enquiries, complaints, advice related to the business unit.
•    Work to support the TB Banks GTS (Global Transaction Sales) and other PSM’s (Product Sales Manager) on specific and general matters related to Cash products, Trade Products, Multi Currency Nostro Clearing, Reconciliation and related services pertaining to all the client Banks and enhance shareholder value and increase depth and breadth of customer relationships. 
    
Business

•    Principally responsible for extending Customer Services to Transaction Banking, FI Banks customers (correspondent banking clients) in the Bangladesh market.
•    Facilitate Smooth working of the team (Sales & Relationship Manager) by ensuring high quality customer satisfaction.
•    Act as sales support to achieve business goal.

Processes

•    The Job entails responding to client requests for resolution of issues related to Cash products, Trade Products, Multi Currency Nostro Clearing, Reconciliation and related services under Transaction Banking Bank – Sales suite of products to Bank Relationships – both Head Offices and individual Branches.
•    To deliver simply first-class customer service and advice to Transaction Banking – Banks’ clients (correspondent banking clients) in all interactions for transactional enquiries, complaints and other products and service-related issues.
•    Responsible for effective service recovery process through complaint logging and handling.
•    Regular customer visit for conducting service review.
•    Input all customer queries/complaints and service reviews in the CRM (Customer Relationship Management).

People & Talent

•    As a Service Partner, work together with GTS, PSM’s, Operations and other key local and international network stakeholders to resolve client product and service issues.
•    Make sure that Standard Chartered Bank is the prime / preferred correspondent worldwide for client banks throughout the network enhanced by the five core values of Standard Chartered Bank.
•    Provide support, as required and appropriate to the team for the smooth running of the business.

Risk Management

•    Deliver simply first-class service against agreed service standards.
•    Build relationships and rapport with clients at the transactional / operational level:
•    Provide relevant & specific Nostro A/c activity, balance information per client request.
•    Receive, attend & resolve all customer Telephone queries.

Governance

•    Ensure all e- learnings and trainings are completed. 
•    Ensure strict adherence to policies & Live the SCB values – Courageous, Responsive, International, Creative and Trustworthy

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

•    TB FI Sales & CIB Banks-RM, PSM
•    CMO, Trade Services 
•    International Network of Customer service offices/ Operations.

EXTERNAL

•    Banks Clients

Other Responsibilities
Embed Here for good and Group’s brand and values in Bangladesh/Transaction Banking/FI Sales; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate
•    Minimum bachelor’s degree from any reputed university

•    1-2 years of relevant experience is preferable 

•    Freshers are encouraged to apply
•    Training on trade/cash product will get preference. 
•     Any certifications on international business will get preference. 
•    Languages: Bangla, English

Role Specific Technical Competencies
•    Microsoft office suite

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.