Senior Manager Client Services

Standard Chartered; Lahore; On-site; PKR 1,400,000 - 2,100,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Wellbeing support

Learning & development

Inclusive culture

Job summary

Standard Chartered in Lahore is seeking a capable Client Service Associate to deliver excellent service to Corporate & Investment Banking clients, handling post-transaction enquiries, complaints, and other service-related issues.

You will be the primary contact for clients and internal staff, coordinating with RMs, Product Sales, Operations and other stakeholders to resolve concerns and improve service quality.

Qualifications

• Responsibilities include serving as the primary contact for clients and internal staff for enquiries, complaints and service issues.
• Deliver excellent service against agreed standards.
• Collaborate with RMs, Product Sales and Operations to resolve client issues and improve service.

Responsibilities

• Serve as primary contact for clients and internal staff for enquiries, complaints and service issues.
• Deliver service to standard and maintain client satisfaction.
• Collaborate with Relationship Managers, Product Sales and Operations to resolve issues and identify service improvements.
• Build relationships with premier clients at transactional level and provide training for Straight2Bank clients.
• Provide proactive client updates and resolve discrepancies and errors promptly.
• Conduct call quality reviews and coach staff to improve service delivery.
• Analyze metrics and MIS to drive improvements in service performance.

Job description

Job Summary

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

Key Responsibilities

• Responsible for serving as the primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
• Deliver excellent service against agreed service standards.
• As a service partner, work together with Relationship Managers (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 (Premier Service Manager).
• Facilitate Channels on boarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients.
• Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.
• Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients.
• Responsible for client satisfaction with service arrangements and delivery.
• Work with internal stakeholders to provide end-to-end query resolution to client satisfaction.
• Responsible for effective service recovery process through complaint logging and handling.
• Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
• Provide Straight2Bank training to client for non-complex implementations via phone, web-ex, face to face.
• Participate in annual Service Reviews 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.
• Provide pro-active client updates.
• Leverage on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
• Make proactive calls on clients to improve the utilization level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.
• Build trusted partnerships with clients at the daily transactional / operational level.
• Obtain or prepare and analyse MIS/feedback and metrics on all key service standards, monitor against targets on a daily basis, and constructively drive improvements in all areas.
• Analyse call statistics and identify root causes.
• Identify opportunities for service / process improvement and drive improvement projects.
• Ensure an effective service recovery process which includes complaint handling and appropriate empowerment for staff to act quickly when necessary.
• Conduct call quality measurement activities and provide appropriate coaching to staff.
• Drive daily and weekly workforce management activities (where applicable) such as call volume analysis, rostering and resource sharing for all teams.

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.