Senior Client Service Project Manager

JOB SUMMARY

We are currently seeking a high calibre professional to join our team as a Client Service Project Manager. The role holder is responsible for planning, executing, and closing projects within an organization. The main goal is to ensure that projects are completed on time, within budget and meet the desired objectives by analysis all possible flow , valuable testing, details investigation & etc.

The role is to provide client liaison and partner with Project Manager, Relationship Managers, Sales Management, Product Management and Operations to identify customized, competitive solutions.

RESPONSIBILITIES

Strategy

• To support the project and deliver high quality result and excellent service to our Corporate (Corporate & Institutional Banking & Commercial Banking) clients in all interactions

Business

• Responsible for rolling out a secured and safe solution to our Valuable client and internal staff for advice, enquiries, complaints and any other service issues related on the Project.

Processes

• Manage the full project lifecycle from planning to launch.
• Liaise with designers, developers and clients to ensure the project is completed professionally.
• Monitor project progress and product quality.
• Work closely with the project team to deliver applications within deadlines.
• Documentation within the project period
• Serve and manage client’s enquires effectively caused by the Project
• Handle client and project management from inception to delivery
• Deliver excellent service against agreed service standards.
• As a Service Partner, work together with Project Team, RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
• Comply with Operational Risk Framework set out for CSG 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.
• Reviewing service performance with the clients and generate ways to continuously improve service level standards
• Provide pro-active shadowing within the team, to adopt the new change
• Leveraging on metrics and client insights to understand client’s needs, and identify opportunities for improvements in product solutions
• Making proactive training for clients to improve the utilisation level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
• Build trusted partnerships with clients at the daily transactional / operational level
• Perform other duties as assigned

People and Talent

• Minimum of 4 years experience in Banking and or Service
• Detailed orientated, team player, takes end to end ownership, drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
• Requires excellent communication, influencing and negotiation skills to effectively manage client servicing
• Ability 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
• Must be client focused
• Excellent interpersonal skills and positive attitude
• Strong leadership skills with contact centre workforce management knowledge
• Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure servicing client requests are completed on time
• Ability to present ideas and information effectively in group settings
• Strong analytical, problem solving, ideation and time management skills

Risk Management

• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures/ Comply with the process for customer identification/ 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

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• 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’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders
For Internal

• Cash Management Operation, Cross boarder
• Cash Management Operation, Research & Investigation
• Cash Management Operation, Domestic
• Head of Client Service Group
• Cash Management Services Managers
• Global Markets Operations Managers
• RMs and Business Managers
• Client Service Managers
• Managers in Hubs

External

• Other Banks
• Regulators

Other Responsibilities

• Embed Here for good and Group’s brand and values in HK /Cash Client Service Team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); comply all DOI, regulatory and pass audit checking

Role Specific Technical Competencies

• MS Excel / MS Document / MS Powerpoint

Qualifications

• Comprehensive product/process knowledge
• Knowledge of the Bank’s Operational structure - Transaction Banking , ITO, Risk & Compliance
• Experience in a Client Service environment
• Ability to apply questioning skills for in-depth analysis of attitudes, situations , problems and priorities to determine optimum strategy on how to deal with them
• Experience in global stakeholder management – ability to influence stakeholders by efficiently explaining service requirements and demonstrating impact of client service as a key competitive driver.
• Multi cultural awareness. Proven success of working effectively