The primary point of contact for a portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors w.r.t S2B NextGen migration/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, utilization and optimizing 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
Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice
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 the direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct
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
GBS Product Operations Teams e.g. Premier Service Fulfilment Teams
Technology partners e.g. PSS, Collective Intelligence & Command Centre
Do not pay any fee to any Recruiter.
The Recruiter may amend, delete or expire jobs at any time without notification.
The Recruiter reserves the right not to proceed with filling the position.
An application will not in itself entitle the applicant to an interview.
Standard Chartered Bank Ghana Limited is the oldest commercial bank in Ghana and has been listed on the Ghana Stock Exchange since 1991. It began its operations in 1896 as the Bank of British West Africa and served as the Central Bank of the Gold Coa... Read More