Client Service Manager

Job Summary

Strategy
•    To assist the Senior Branch Operation & Service Manager and Relationship Manager to:
•    Achieve / exceed the business targets set
•    Control and administer the daily operations from Priority Banking customers
•    Ensure that office rules, branch control and operational procedures are strictly adhered to
•    To support Relationship Manager to deliver high quality service to our customers and identify sales opportunities to maximize new business acquisition

Processes
•    To bring to the attention of the Senior Branch Operation & Service Manager any problems encountered together with any recommended solutions.
•    To facilitate sales, service monitoring by up-keeping all necessary data tracking and system input.  
•    To conduct sales document checking/ follow up where required.  
•    To conduct sales activities via tag-on, cross-selling through customer enquires screening and compiling potential prospecting list.
•    To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
•    To scrutinise and make intelligent examination of the daily computer reports paying particular attention to any entries of an unusual nature which may require further investigation.

Key Responsibilities

People and Talent 
•    To assist Senior Branch Operation & Service Manager to supervise the overall operations of the Priority Banking Team.

Governance 
•    Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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
Internal Contacts                    
•    All branch sales and service staff 
•    All frontline business stakeholders
•    All Retail Banking departments stakeholders (Strategy Branch Operations & System / CEPG etc.), and
•    Other support functions (IT / Audit / Finance / HR etc.)

External Contacts                    
•    Retail Banking customers

Skills and Experience

•    Anti-money Laundering Policies and Procedures
•    Customer Interaction
•    Understanding Customer Needs
•    Customer Support Policies, Standards and Procedures 

Qualifications

•    Experience in Customer service