JOB SUMMARY

The Manager, Client Services manages the day-to-day delivery of Client Services Group, accountable for overall service and for building relationships with all internal and external clients.

In this role, you are expected to deliver first class service and efficiency whilst minimizing risk. You will act as Premier Service Manager who will identify clients by handling and offering resolution to inbound queries, building operational service relationships, and understanding of client organization, client buying behaviour, query patterns and “pain points”.

You will proactively interface with existing and prospective clients in order to assist the Relationship Managers (RMs) and other internal units in achieving agreed cost, revenue and volume targets. You will  ensure exceptional support for Cash and first level channels enquiries, requests, and issues. You will also recommend opportunities for cross-selling by developing a good understanding of client needs.

RESPONSIBILITIES

Strategy

• Ensure that services are delivered in accordance with the set procedures indicated in the department's Quality Procedures Manual, SLAs to contribute to maintaining the Bank's quality standards.
• Ensure compliance with the Group's standards and regulatory requirements and exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include, account opening and review, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.
• Ensure that deviations from standard processes of CMO products and issues arising out of BAU transactions (including system problems) are escalated on time to superiors for proper action to be taken.
• Prepare, analyze and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, etc.  
• Continuously review / monitor workflow and strive for efficiencies in time, costs and service levels
• Continuous review of processes and standards to be able to make appropriate recommendations as to the system enhancements, improvement of efficiency and customer service quality. Ensure that changes are properly documented in relevant files.
• Assist in implementation of service and efficiency improvement initiatives and facilitate transfer of best practice.
• Assist launch and implement new cross-functional products and services and to maintain/service existing products to meet and exceed the expectations of our clients.

Business

• Deliver excellent client service and advice to Corporate & Institutional Banking (CIB) and Commercial Banking clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.
• Serve as the primary contact person for external clients and internal staff for advice, enquiries, complaints and any other service issues.
• Work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
• Build relationships and rapport with identified ‘premier’ clients at the transactional / operational level
• Responsible for effective service recovery process through complaint logging and handling.
• Continually identify opportunities to improve client efficiency and performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
  

People & Talent

• Encourage and foster a friendly working environment within the team to achieve teams’ objectives through teamwork and operational efficiency.
• Support the Department Head to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
• Demonstrate appropriate culture and values. Work in collaboration with risk and control partners.
• Participate in the ongoing training and development of people for improvement of skills
• Encourage and foster a congenial working environment where colleagues at all levels seek achievement through teamwork and operational efficiency.

Risk Management

• Comply with Operational Risk Framework set out for Cash Management Operations and Client Services including but not limited to client identification, complaints and enquiry handling.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
• Drive effectiveness of the department’s BCP, ensure team's active participation in the BCP testing providing timely feedback on BCP matters, makes themselves available during contingency situations.
• Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include, account opening and review, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates
  
• Take the lead in ensuring compliance to policies and procedures of the Bank, including but not limited to Group and Local Code of Conduct, Health and Safety, Diversity and Inclusion and communicating to the team, the escalation process and approval process in case of policy breaches.
• Monitor and assist in the management of operational risks, system risks and channel risks of the products and to highlight any potential and actual breakdown of controls and risk exception reporting.
• Ensure KCSA process is embedded and regular checks are performed as required.
• Analyze risks data and risks reports. Where necessary, mitigate and/or escalate to appropriate parties
• Achive zero (0) incident or accident, either directly or indirectly caused.

Governance

• Ensure compliance to all internal and external policies and regulations.
• Ensure that all control reconciliation activities are conducted in a timely and accurate manner.

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 [Cash Client Service Philippines Team] to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholder

• Cash Management Product Team
• Cash Management Sales Team 
• System Development Team/IS/I
• Branch and other internal units
• Officers and staff of Cash Management Operations
• Counterparts in other CMO sites
• Group Audit

OUR IDEAL CANDIDATE

• Has a Bachelor's Degree in Business/ Finance / Economics or other related field
• Has at least 10 years of work experience in Client Management or Premier Service, preferably gained from a large scale banking/finance industry 
• Has handled Cash Products
• Knowledgeable in Straight2bank roubleshootin
• Has effective problem-solving skills
• Has excellent communications and client handling skills

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.