Job Summary

Standard Chartered (SC) support client business across Asia, Middle East and Africa providing Cash Management and Trade services incorporating ecosystem, Agile solutions, and API capabilities.

The Client Service Team is responsible for managing client relationship for multi-market complex International Corporate clients. The segments include Industrial Services & Transportation, Energy Natural Resources, Technology Media & Telecom, Consumer Retail Healthcare, Public Sector Development Organization and Commodity Trade & Agriculture. 

Key Responsibilities

• Handle client queries, ensuring full and timely resolution and communications.
• Work with the team and Line Manager team to meet and exceed service standards.
• 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.
• Analyzing client feedback and Client data and advising management on areas of improvement.
• Work together with other 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.
• Revenue tracking and monitoring through reports.
• Recognizing cross sell opportunities to pass on to Sales team.
• Work on a Digital and Innovation agenda with the client.
• Develop client relationship to improve current internal/external processes creating efficiencies.
• Maintain an in-depth understanding of the clients’ business and operating model e.g. GTC, RTC, SSC, IHB, Payment hubs, centralized functions, Local footprint coverage
• Maintain Client intelligence; account structures, IODs, Liquidity, Products, S2B / H2H profiles, volume data
• Understand the Client’s technical operating environment; ERPs, connectivity, security, file formats
• Support the view of change; regulatory, market, product. Understand impact and communicate requirements e.g. Regulatory, Mandatory, Product, Channel and regular technology releases
• Be the client advocate to ensure all issues are addressed using project management approach with running Action Item
• 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 all enquiries received are logged in the relevant system and tracked until closure, adhering to the SLA set. 

Skills and Experience

• Minimum 3 years of Financial Services Industry experience or similar work experience.
• A relevant higher education degree (e.g. in Finance or a related field).
• Excellent communication skills.
• Language proficiency (Fluency in English and at least one of the following languages is as a must:  French and/or Spanish and/or German and/or Mandarin).
• Strong Cash management products knowledge (such as FX, Payments, Liquidity mgmt., API).
• In-depth and broad technical understanding of end-to-end client and trade life cycles in cash management space.
• Possesses innovative solution viewpoint / recommendations with understanding of client’s technical needs.
• Problem-solver with excellent attention to detail.
• Experience in leading critical transactional Support by facilitating resolution for complex transactions related issues and exception handling.
• Strong Experience in collaborating effectively with regional and global stakeholders across functions to come up with sustainable client centric solutions to resolve escalated issues or complaints.
• Experience in regional global stakeholder management – ability to influence stakeholders by efficiently explaining service requirements and demonstrating impact of client service as a key competitive driver.
• Ability to collaborate as a team and contribute effectively to proactive service initiatives locally such as Client Service Plans in a coordinated fashion with RMs and Global Account Managers. 

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.