Manager, Client Services

As a Post Graduate qualified professional, you will be responsible for monitoring operational and customer service related activities of the Customer Processing Center (CPC) at Standard Chartered Bank. You will ensure adherence to reporting schedules, escalate matters to superiors for advice, and oversee the speedy resolution of customer queries and complaints in accordance with laid down procedures and quality standards. Your role will involve monitoring day-to-day processing and customer service activities of the CPC to meet service standards, resolving customer queries, complaints, and service-related issues. Additionally, you will maintain data and statistics on team performance related to business standards and customer information. In terms of processes, you will provide trade-related services to customers within the agreed turnaround times as per the Service Level Agreement and productivity standards. It will be essential to ensure strict compliance with internal procedures in line with the standards laid down by the bank. To enhance productivity, you will organize workflow to achieve maximum efficiency, monitor team performance regularly, and implement measures to improve efficiency. Developing, training, motivating, and educating staff to enhance morale and performance will also be part of your responsibilities. Risk management will be a key aspect of your role, involving the monitoring of major risk issues and concentrations. You will direct remedial action where necessary, ensure proper functioning of day-to-day controls, periodic monitoring activities, and timely resolution of risk issues. Compliance with internal operating procedures, key control standards, and the bank's data confidentiality policy will be crucial. Governance will require ensuring compliance with all internal procedures, operational controls, and regulatory requirements. You will be responsible for the preparation and submission of returns within agreed time schedules, compliance with policies and procedures related to money laundering prevention, and implementation of group policies on KYC and code of conduct. Your interaction with key stakeholders will include internal departments like CB, CIB, BB, SME, FI, Treasury, IT, Technology, and other Trade CPCs, as well as external entities such as customers, regulatory bodies, auditors, other banks, and vendors. In alignment with Standard Chartered's values, you will be expected to display exemplary conduct, comply with regulatory and business standards, and lead to achieve the outcomes set out in the bank's Conduct Principles. Collaboration in identifying and resolving risk, conduct, and compliance matters will also be part of your role. By working at Standard Chartered, you will have the opportunity to be part of an inclusive and values-driven organization that celebrates diversity and supports continuous learning and development. The bank offers various benefits such as retirement savings, medical and life insurance, flexible working options, wellbeing support, and a continuous learning culture to foster personal and professional growth.,