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  • Posted: Aug 31, 2020
    Deadline: Sep 1, 2020
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    Sheer Logic Management Consultants (SLMC) was incorporated in 1997 as a limited liability company whose overall aim is to provide Human Resource consultancy and training services to a diverse set of industries and economic sectors; both private and public. Our Mission Improve the operational effectiveness of our client, by developing solutions that bui...
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    Premier Service Manager (Banking)

    Role Purpose: This role is responsible for delivering excellent client service and product advice (CASH) for a select portfolio of Corporate, Commercial & Institutional Banking Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

    Acts as the in-country primary contact person for a portfolio of Premier clients and internal staff for advice, enquiries, complaints and any other service issues;

    Build strong relationship and rapport with clients at the transactional and operational level;

    Deliver excellent service against agreed service standards;

    Identify opportunities for increasing clients’ product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available tools;

    Deliver product / channel training and advisory; and

    As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.

    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;
    • Ensure that client SLAs are met;
    • Responsible for effective service recovery process through complaint logging and handling;
    • Maintain a professional image through all interactions with clients; and
    • Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.).

    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; and
    • 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.

    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; and
    • 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.

    Requirements

    • Minimum of 4 years’ experience in Banking and / or Service
    • Knowledgeable in current and proposed client requirements. Current experience in active client management.
    • Excellent collaboration skills and ability to work effectively in a team especially with product / channel operations partners.
    • Highly experienced in engaging effectively with Business stakeholders, and Clients (from a service, not necessarily sales perspective)

    go to method of application »

    Fraud Management Officer

    Sheer Logic Management Consultants is seeking to engage dynamic individuals for Fraud Management Officer Position for one of our clients.

    Skills

    • Strong analytical, technical and reporting skills
    • Proficient in querying a large amount of data using SQL queries
    • In-depth knowledge of GSM Networks, IN and IT Billing & Provisioning Systems
    • Good understanding of data models and various IT platforms/solutions
    • Should be able to work and deliver under pressure and squeezed timelines
    • Take ownership for the work assigned and have good follow through skills
    • Ability to consistently deliver accurate results on-time and hold others accountable
    • Demonstrate ability to work in an ambiguous and fast paced environment
    • Ability to successfully engage in multiple initiatives and manage multiple priorities
    • Exceptional eye for details
    • Ability to work effectively in a team environment as well as individually
    • Quick learner to develop strong product knowledge and entire product lifecycle
    • Build strong relationships in a matrix environment to help negotiate priorities and to resolve conflicts among project stakeholders
    • Should be able to do risk analysis and document the business requirements and formulate the business processes
    • Project management and planning skills
    • High integrity is mandatory
    • Should be able to re-define priorities and take deviations in order to support business exigencies

    Qualifications:

    • Bachelor Degree in Finance.

    Method of Application

    Send your updated CV to recruitment@sheerlogicltd.com by 1st September 2020.

    Clearly indicate the job title.

    Only shortlisted candidates shall be contacted

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