Service Team Manager at Standard Chartered Bank Kenya

Role summary

1. Manages the most important SS TB clients residing in-country
2. Contributes to, and implements, the global client management strategy for SS clients
3. Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
4. Retains existing business and creates opportunities for new business referrals to work alongside with Sales
5. Be a trusted advisor to the client based on current and future needs in order to continue to develop the client relationship
6. Acts as country escalation point for client issues and requests

Service Team Manager Job Responsibilities

Strategy

• Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
• Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients
• Ensures consistent levels of service are provided to clients
• Thorough understanding of clients and ability to deliver in challenging situations
• Build strong relationship and trust with local BAM clients
• Anticipate and embrace change to retain and build a competitive edge

Business

• Achieves targets for revenue retention and defence from existing mandates
• Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
• Identifies opportunities for growth from existing business and for referrals to work with Sales for new products and services
• Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
• Monitors competitor service offerings to identify and remediate any gaps
• Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
• Maintains appropriate commercial balance between needs of clients and long term profitability / efficiency of the business

Qualifications for the Service Team Manager Job

• Extensive end to end knowledge of Securities Services within Transaction Banking
• Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements. does not make sense, should add & ability to spot cross sell opportunities. local
• Exceptional relationship management skills. Strong ability to manage and effectively influence multiple stakeholders.
• Strong drive for results, ability to plan, track and follow through to drive results
• Strong programme management skills, attention to detail and diligence in execution
• Proven capabilities in growing businesses and developing franchise
• Proven risk management capabilities
• Proven experience of managing change
• Thorough understanding of complex clients and ability to deliver in challenging situations
• Facilitates collaborative working across the Bank and with key industry stakeholders
• Influence internal stakeholders to implement clients strategic requirements