Straight2Bank NextGen Service Manager at Standard Chartered Bank Kenya

The Role Responsibilities

Client Service

• Primary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors w.r.t S2B NextGen channel
• 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
• Ensure that client SLAs are met
• 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 Premier 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 Front Office Teams as product/ channel 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
• Provide pro-active client updates
• Deliver product / channel training to Premier clients within the portfolio
• Make proactive calls on Premier 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 re. channel, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales, other Front Office Teams 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

Our Ideal Candidate

Knowledge and Skills

• Product Knowledge: Strong product / process knowledge wrt S2B and S2B NextGen channel. Familiarity with migration process from S2B to S2B NextGen
• Client Knowledge: Knowledgeable in current and proposed client requirements preferably with S2B. Current experience in active client management.
• Collaboration skills: Excellent collaboration skills and ability to work effectively in a team especially with product / channel operations partners.
• Stakeholders / Clients: Highly experienced in engaging effectively with Business stakeholders, and Clients (from a service, not necessarily sales perspective)

Personal Effectiveness

• Detailed orientated, team player, takes end to end ownership
• Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients
• Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
• Able to establish and maintain effective working relationships with peers and business partners
• Comfortable with direct client and business partners interaction, with proven client interaction abilities
• Client focused
• Excellent interpersonal skills and positive attitude
• Strong analytical, problem solving, ideation and time management skills

Qualification

• Minimum of 4 years' experience in Banking and / or Service
• Languages: English and/or local language skills as relevant to country requirements

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our career pages. We welcome conversations on flexible working.