Service Manager - Chennai for the Business Banking Unit.
Responsibilities
Strategy
Create a Service Culture and ensure a superior Service experience for our customers
S2B Domain Knowledge is a must to facility Digitization
Ensure Digitization - Migrate customers to online and automated platforms
Effective Complaint and escalation Management
Ensure Process Simplification and TAT adherence
Achievement of the stated priorities
Business
Servicing the BB /HVSB /ME for their end to end banking requirements.
Ensure Digitization - Migrate customers to online and automated platforms (S2B, A2, Info-manager, E-alerts, E-statements etc)
Ensure Process Simplification and TAT adherence.
S2B Domain Knowledge is a must to facilitate Digitization
Processes
Trade Processes: Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc. Communicate disposal instructions to Trade/ Payments units
Non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updating, forex transactions, current account, lending accounts etc. Communicate disposal instructions to Trade/ Payments units
S2B domain and process knowledge
Increase scores of NPS and other customer satisfaction surveys
Migrating customers to right channels for various trade/cash requirements
Work closely with the Service delivery teams to ensure excellent service to the Corporates. Liaison with all internal units to ensure SLA / TAT\xe2\x80\x99s is maintained.
Review service gaps and process to meet customer expectation.
Handle Complaint/Escalation process
People & Talent
Encourage team members to identify and drive opportunities to challenge status quo towards delivering the Bank\xe2\x80\x99s vision and priorities
Governance
Ensure good audit ratings in all internal/external audits, Group Audits.
Adherence to regulatory and internal guidelines
AML/CDD guidelines along with Group code of conduct
Ensure Audit awareness
Regulatory & Business Conduct
Display exemplary conduct and live by the
. * 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.
Lead to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
Sales team, CADM team, IMO, Payments team, Operations team, Products, Branch Banking, and other
Our Ideal Candidate
Having a strong knowledge of Trade, S2B and prior working experience of servicing Business Banking customers
Leadership qualities to lead a team and handle a region
Role Specific Technical Competencies
Ms office and excel
Stakeholder Management ,Leadership and Collaborative skills
S2B knowledge
Strong Trade knowledge
About Standard Chartered
We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:
Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
Flexible working options based around home and office locations, with flexible working patterns
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.