Client Service Manager

Standard Chartered Bank; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is seeking a manager for Cash Client Services. The role involves overseeing daily operations, ensuring high service quality, and maintaining client relationships. The ideal candidate will manage initiatives for continuous improvement and compliance with all regulations, contributing to the overall success of the service team.

Qualifications

• Experience in managing service quality and operational duties.
• Ability to maintain relationships with clients and stakeholders.
• Knowledge of compliance with regulations and internal policies.

Responsibilities

• Manage daily operations of Cash Client Service operations.
• Ensure service issues are escalated and resolved promptly.
• Implement service quality initiatives and maintain service standards.

Job description

Overview

To manage the Cash Client Service operations in Cash GBS in ensuring consistent delivery of high quality services to customers and meeting objectives set by the Group using available resources allocated while maintaining operational risk to an accepted level.

To manage daily operations to achieve service quality by meeting / exceeding service standards and achieving zero defect for Cash Client services

To discharge operational duties of the Cash Client services as instructed by the Manager of the Unit/ Head of Department and ensure that the established service standards are met

Direct staff responsibilities as per current Organization Chart in Cash Client Services.

Manage teams in building a stronger relationship with our clients and customers.

Manage initiatives to innovate and digitize their processes as well as intensifying collaboration across the network.

To accelerate new generation of leaders.

Manage all initiatives to get more fit and flexible in the way we work.

Focus on proving that we are here for good.

Business

• Maintain a close working relationship with the customers to ensure that service issues are promptly escalated and acted upon;
• Initiating & implementing service quality initiatives
• Uphold the values of the Group and company at all times.

Processes

• Ensuring continuous improvement in timeliness to the standards prescribed for the process from time to time.
• Releasing deals as per the department operating instruction manual, customers instructions and within the timeliness and accuracy standards specified.
• Ensuring compliance with all applicable Rules / Regulations and Company and Group Policies. Identifying exceptions from the norms & initiating corrective and preventive actions.
• Comply with Group Money Laundering Prevention Policy and Procedures and Sanctions to the extend applicable and reporting all suspicious Transaction to the Line Manager.
• Where applicable, ensure compliance to Group and Country Regulations are managed to the extend agreed with the Countries and ensure all staff adhere to the same.

Unlock job insights

Salary match Number of applicants Skills match

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Follow Standard Chartered Global Business Services on www.facebook.com/scgbs

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