Senior Relationship Service Manager, Priority Banking - Tanzania

Job Description

• Managing the customer service function and supporting all CRMs/ frontline staff in the PBC
• Ensuring delivery of quality service to our affluent customers;
• Ensuring smooth running of the day-to-day operation of the centre
• Continuous improvement in operational efficiency;
• Coaching and motivating service staff to achieve service excellence

Key Roles & Responsibilities

SERVICE & SERVICE QUALITY

• Manage service delivery by reviewing staff output to ensure adherence to specified service standards;
• Embed the One and Done Service Promised to Priority Customers by ensuring that all customer service requests originating from the Priority Centre are handled/executed within the SLA time and confirmed back to customers daily.
• Organise workflows and staff levels, coach/ train where necessary for improved performance;
• Ensure Priority Banking reception counters are adequately manned at all times.
• Support CRMs in attending to and follow-up on customer service issues with customers, and internal departments such as Credit, Operations & Trade, etc;
• Handle Audit (both internal and external).
• Resolve exceptional investigations and inquiries with other functions to ensure issues are resolved.
• Ensure all Priority Processes are followed (viz., Credit Cards, Account opening etc.) as per laid down norms.
• Supervise the overall operation of the centre; scrutinise daily transaction vouchers, interest rates schedules and computer reports; ensure all credit operations are within compliance
• Facilitate sales, monitor service by keeping up-to-date data tracking and system inputs.
• Handle all customer complaints and escalate through the system
• To be in charge of cost reports
• Ensure compliance
• Monitor and work towards continuous improvement of Service Quality
• Manage the key performance indicators at the highest level.
• Have complete knowledge of Banking systems & processes
• Present the unified service face of the Bank to the High Net Worth customer
• Ensure ongoing self-development.
BUSINESS FOCUS
• Generate Cross Sell business to achieve defined sales targets.
• Deepen relationships with existing Priority Customers and prevent attrition to achieve increase in share of wallet and revenues.
• Achieve "best in class" productivity in order to maximize the efficacy of the service process.

RELATIONSHIP MANAGEMENT
• Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
• To manage the Priority Centre and maintain the ambience
• Strive for increased customer satisfaction, to be measured from attrition and Quarterly CSS (Customer Satisfaction Survey) Data.
• Actively manage the Customer contact strategy for all Priority portfolios within their centers through the direct reporting Service RMs.
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Risk management & control
• Ensure meeting clients requirements while ensuring compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
• Read, understand and comply with all provisions of the Group Code of Conduct.
• Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
• Awareness of all the policies and procedures issued in relation to money laundering prevention.
• Ensure KYC compliance for all new to bank and existing customers.
• Ensure zero operational loss and effective complaint management.
• Effective reject management.
• Report any suspicious transaction immediately to the supervising officer of Fraud Control
• Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating
INTEGRATION MANAGEMENT
• Manage the customer transition with utmost sensitivity.

Qualifications & Skills

• Experience in Frontline Banking Service.
• Experience in handling all Banking & Investment Products.
• Demonstrated ability in flawless Process Management.
• Strong communication and negotiation skills with the ability to influence outcomes.
• Networking ability to manage interdepartmental deliverables.
• Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit.
• 2 - 4 years experience in branch banking/ sales roles/ direct customer management experience would be helpful
• Strong interpersonal and communication skills with ability to deal with people of all levels
• A team player with good initiatives & assertiveness
• A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements

How To Apply

You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:

- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role

- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information to hand when completing your application

It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.

Closing Dates

The closing date for applications is 22/04/2012. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.

Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.