Client Service Manager

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 320,000 - 520,000; Full time

Benefits offered by this job

Competitive salary and benefits

Flexible working options

Learning & development

Inclusive culture

Job summary

Standard Chartered Bank (Hong Kong) Ltd is seeking a Priority Banking Operations Assistant to support Senior Branch Operation & Service Manager and Relationship Manager. You will help achieve business targets and ensure daily operations run smoothly for Priority Banking clients.

You will monitor data, conduct sales activities, ensure AML compliance, and assist in governance and regulatory conduct. The role requires customer service experience and the ability to identify sales opportunities while

Qualifications

• Anti-money Laundering policies and procedures.
• Customer interaction and relationship handling.
• Understanding customer needs to deliver service.
• Adherence to customer service policies and procedures.

Responsibilities

• Assist Senior Branch Operation & Service Manager to supervise Priority Banking operations.
• Support Relationship Manager to deliver high-quality service and identify sales opportunities.
• Facilitate data tracking and monitor system input for sales and service monitoring.
• Ensure compliance with money-laundering prevention procedures and regulatory conduct.

Skills

AML policies

Customer interaction

Understanding customer needs

Customer service policies

Tools

Data tracking

System input

Job description

Strategy
• To assist the Senior Branch Operation & Service Manager and Relationship Manager to:
• Achieve / exceed the business targets set
• Control and administer the daily operations from Priority Banking customers
• Ensure that office rules, branch control and operational procedures are strictly adhered to
• To support Relationship Manager to deliver high quality service to our customers and identify sales opportunities to maximize new business acquisition

Processes
• To bring to the attention of the Senior Branch Operation & Service Manager any problems encountered together with any recommended solutions.
• To facilitate sales, service monitoring by up-keeping all necessary data tracking and system input.
• To conduct sales document checking/ follow up where required.
• To conduct sales activities via tag-on, cross-selling through customer enquires screening and compiling potential prospecting list.
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• To scrutinise and make intelligent examination of the daily computer reports paying particular attention to any entries of an unusual nature which may require further investigation.

Key Responsibilities

People and Talent
• To assist Senior Branch Operation & Service Manager to supervise the overall operations of the Priority Banking Team.

Governance
• Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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 to achieve the outcomes set out in the Bank's Conduct Principles
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
Internal Contacts
• All branch sales and service staff
• All frontline business stakeholders
• All Retail Banking departments stakeholders (Strategy Branch Operations & System / CEPG etc.), and
• Other support functions (IT / Audit / Finance / HR etc.)

Skills and Experience
• Anti-money Laundering Policies and Procedures
• Customer Interaction
• Understanding Customer Needs
• Customer Support Policies, Standards and Procedures

Qualifications
• Experience in Customer service

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

Job Summary

Strategy
• To assist the Senior Branch Operation & Service Manager and Relationship Manager to:
• Achieve / exceed the business targets set
• Control and administer the daily operations from Priority Banking customers
• Ensure that office rules, branch control and operational procedures are strictly adhered to
• To support Relationship Manager to deliver high quality service to our customers and identify sales opportunities to maximize new business acquisition

Processes
• To bring to the attention of the Senior Branch Operation & Service Manager any problems encountered together with any recommended solutions.
• To facilitate sales, service monitoring by up-keeping all necessary data tracking and system input.
• To conduct sales document checking/ follow up where required.
• To conduct sales activities via tag-on, cross-selling through customer enquires screening and compiling potential prospecting list.
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• To scrutinise and make intelligent examination of the daily computer reports paying particular attention to any entries of an unusual nature which may require further investigation.

Key Responsibilities

People and Talent
• To assist Senior Branch Operation & Service Manager to supervise the overall operations of the Priority Banking Team.

Governance
• Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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 to achieve the outcomes set out in the Bank's Conduct Principles
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
Internal Contacts
• All branch sales and service staff
• All frontline business stakeholders
• All Retail Banking departments stakeholders (Strategy Branch Operations & System / CEPG etc.), and • Other support functions (IT / Audit / Finance / HR etc.)

External Contacts
• Retail Banking customers

Skills and Experience
• Anti-money Laundering Policies and Procedures
• Customer Interaction
• Understanding Customer Needs
• Customer Support Policies, Standards and Procedures

Qualifications
• Experience in Customer service

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.