Service Manager, Transaction Banking in Dubayy [Dubai], United Arab Emirates

at Standard Chartered Bank

Banking / Financial Services
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Male or Female

Job Description

To be the Service Partner, working together with Relationship Managers, Product Sales, Operations and other key internal stakeholders to develop clients’ pre-origination service solutions, manage post origination needs, identify opportunities and deliver the Bank’s services. 
Builds strong service focused relationships and rapport with key clients at the transactional/operational level, and will use service relationships as a strategic weapon to increase wallet shares & revenue retention for TB & channels.
Provides value creation through client education and service solutions advisory to help clients improve efficiency. 


Client Service
• Helping remove operational roadblocks through end to end servicing and ownership of client issues
• Monitoring daily interactions with the client, leverage on CRM, and be the escalation go to point, internally and externally
• Responsible for client satisfaction with service arrangements and delivery at regional and country levels through regional and country CSG CSMs
• Continually identify opportunities to improve client efficiency and performance, service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling, etc, through leveraging on the VoC process and the relationship, to understand client’s needs
• Be the senior servicing point of contact, connecting the network for our clients

Service Management
• Review service performance with our clients and generate ways to continuously improve service level standards as well as client efficiency (if appropriate)
• Conduct service reviews (global / regional / country) to identify and close gaps between clients needs and service delivery
• Analytics – review client data on an ongoing basis to improve volumes and facility utilization – transaction volumes, channel utilization, referrals (or TAT), queries, complaints, etc
• Monitor high value transaction processing, use authority for prioritization of transactions, when critical to client
• Conduct client visits – introduction, relationship building initiated by TB Sales to resolve issues and service relationship with Client’s Operations and Treasury counterparts
• Conduct proactive visits on facilities utilization, transaction volumes, issues raised, etc
• Communicate client feedbacks to TB Sales on client needs and products
• Involve in RFP discussions, and play the role of service specialists in convincing clients of SCB service capabilities on RMs / TB request 
• Coordinate and conduct client trainings with internal stakeholders

Operational Excellence
• Assist in implementation of service and efficiency improvement initiatives with all relevant stakeholders and facilitate transfer of best practice
• Identify process improvement opportunities from Service Reviews and feedback to SQM (or equivalent)
• Identify competitive best practices from clients, TBSM staff, Front office staff and feedback to Head, TBSM
• Lead and enhance client support by driving co-ordination within our global TBSM and CSG network to build solutions for our clients’ needs
• Manage end-to-end service support with internal stakeholders on escalation of service gaps

Key Client Service Planning / Reviews
• Deliver the service plan, including: 
• Lead in Service Reviews with Key clients, reviewing service performance with the clients and generate ways to continuously improve service level standards
• On a selective basis, accompanying TB Sales on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
• Lead in managing client loyalty with TB driving the “grow the core” messages. 


Performance in Key Areas 
• Quality client service assessments – VoC, CSS, ESS
• Shaping service solutions
• Service level standards
• Leadership and involvement in RFPs
• Leading and conducting Service Reviews 
• Meeting job objectives
• Driving change within internal departments to achieve improved client service

Skills & Training
• Development in client industry knowledge and business goal management
• Skill sets up-skilling – product / technical knowledge and soft skills

• Project a professional SCB image through all interactions with clients
• Living the SCB values – Courageous, Responsive, International, Creative and Trustworthy 

  Apply Now

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