Manager Cash Client Service Chinese

Job Summary

Strategy

• To deliver excellent client service and advice to our Corporate (Corporate & Institutional Banking) clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.
  
  

Business

• Address daily service requests, inquiries, and complaints for esteemed clients and internal personnel, as well as resolving any additional service-related issues.
• Collaborate effectively with Relationship Managers, Product, Sales, Operations, and other essential internal stakeholders to address client challenges and uncover opportunities for enhancing the overall service experience, while also conducting service reviews and pulse checks with clients.
• Cultivate strong relationships and foster rapport with designated premier clients at the transactional and operational levels by assisting the assigned Client Service Manager in managing their client portfolio.
• Deliver excellent service against agreed service standards.
• Responsible for effective service recovery process, through complaint logging and handling.
  
  

Processes

• Participate in annual Service Reviews with client Service managers for identified ‘premier’ clients.
• Reviewing service performance with the clients and generate ways to continuously improve service standards.
• On a selective basis, attend sales calls with RMs to sell our service capabilities and/or to resolve clients’ operational and service issues.
• Utilize metrics and client insights to gain a comprehensive understanding of client needs, while identifying potential opportunities to enhance service quality, product solutions, utilization, and optimize channel usage, as well as implement effective up-selling and cross-selling strategies.
• Initiate proactive communications with clients to enhance facility utilization, boost transaction volume, and uncover potential avenues for business channels and referrals.
  
  

Key Responsibilities

• Perform end-to-end orchestration across all processes and services managed by Cash Service Team.
• Document all client interactions and internal coordination related to setups in the GEMS system.
• Identify and escalate compliance requirements, adhering to relevant internal controls and procedures concerning processes, products, policies, and regulations.
• Perform additional ad-hoc tasks as assigned by the Line Manager and Unit Head.
  
  

Digital Platforms

• Facilitate and organize the processing of diverse channels, such as Straight2Bank, along with the establishment requests for products and services pertinent to CIB clients, Financial Institutions, and Paytech. This includes managing internal setups, such as those required for Client Access, Transaction Banking (TB) implementation testing, and various setups from internal operations units that are essential for channel activation.
• Conduct essential static data maintenance and offboarding tasks, encompassing Static Data Management.
• Provide exemplary service and guidance to our Corporate and Investment Banking (CIB) clients during all interactions regarding their Straight2Bank channel activation, addressing pre-transactional inquiries, setup, training, and other channel-related matters.
• Deliver comprehensive training to clients on all aspects of Straight2Bank, including initiations and reporting, while ensuring clients are familiar with self-help functionalities to minimize incoming inquiries to the bank.
  
  

People & Talent

• Promote and cultivate a collaborative and welcoming atmosphere within the team to successfully reach collective goals through effective teamwork and operational efficiency.
• Collaborate with the team manager to develop and implement a personal learning plan aimed at acquiring necessary competencies.
• Assist the Head of Client Services Group in strategizing and managing staffing, deployment, training, evaluations, and all personnel-related issues concerning team members.
  
  

Skills And Experience

• Chinesse speaker
• Minimum of 3-5 years experience in Banking and or Service.Minimum of 3-5 years experience in Banking and or Service.
• Detailed orientated, team player, takes end to end ownership
• Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients
• Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders.
• Able to establish and maintain effective working relationships with peers and business partners.
• Comfortable with direct client and business partners interaction, with proven client interaction abilities
• Excellent interpersonal skills and positive attitude
• Strong leadership skills with contact centre workforce management knowledge
• Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure client requests are completed on time
• Ability to present ideas and information effectively in group settings.
• Strong analytical, problem solving, ideation and time management skills
• Client focused
  
  

Qualifications

Education Graduate / Post Graduate

Training Soft Skills / Technical / Computer Aspects

Languages English, Mandarin

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve 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 youre 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 cant 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, youll 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.

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