Premier Service Manager Bachelor Degree Job

RESPONSIBILITIES

Client Service

Primary point of contact for portfolio of Premier 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
Maintain a professional SCB image through all interactions with clients
Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives

Premier Service Management

Leverage on metrics and client insights to understand clients' needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc
Work closely with Segment Service Managers (SSMs) as product service specialist in country

Participate in periodic Service Reviews for Premier clients

Review service performance with the clients and generate ways to continuously improve service standards
On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales and Segment Service Managers (SSMs) to sell our service capabilities and/or resolve clients' operational and service issues
Provide pro-active client updates
Deliver product / channel training to clients
Make proactive calls on clients to improve the utilisation 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
Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales and SSMs

Risk & Control

Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling
Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Operational Excellence

Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice

Conduct

Embed the Group's values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees
Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group's policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct

Key Relationships

External clients
Respective Product Operations Team Leaders, and Operations Head in country
RMs & Business Managers
TB Product & Sales Managers
Segment Service Managers
Head Client Experience, CCIB in country
Country CIO
GBS Product Operations Teams e.g. Premier Service Fulfilment Teams
Technology partners e.g. PSS, Collective Intelligence & Command Centre

Risk Management

Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling
Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

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

Qualifications

Education Bachelor's / University degree
Training Experience in Client/Customer Service, Banking Operations, Cash Management and
Languages English

Role Specific Technical Competencies

Excel
Clear Communication Skills
Problem Solving
Relationship building
Empathy
Effective Listening

In 1965, the Standard Bank of South Africa merged with the Bank of West Africa acquiring businesses including a banking operation in Nigeria, which dated back to 1894. The name was then changed to Standard Bank of West Africa. Four years after the merger, Standard Bank Nigeria was incorporated locally to take over the business in Nigeria. In 1971, 13% of the share capital was placed with Nigerian investors. The end of the civil war saw a major economic upturn and as a consequence, the military government sought to increase local control of the retail-banking sector, hence the Bank's investment in Standard Bank Nigeria (renamed First Bank of Nigeria in 1979) was reduced to 38%. Standard Chartered remained a shareholder of First Bank of Nigeria until 1996.
Standard Chartered re-entered Nigeria in 1999 and opened to customers on 15 September 1999 as a wholly owned subsidiary of Standard Chartered Bank Plc, headquartered in United Kingdom. It now has 42 branches located in Lagos, Port Harcourt, Abuja, Ibadan, Kano, Kaduna, Maiduguri, Ota, Aba, Onitsha and Onne offering a wide range of products and services in Retail, Corporate and Institutional Banking. It employs over 900 employees and sees Nigeria as a growth centre.