• Transaction Banking - Service Manager At Standard Chartered Bank Nigeria

  • Posted on: 6 August, 2011 Deadline: 20 August, 2011
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  • Transaction Banking - Service Manager
    Job ID: 295971
    Job Function: Wholesale Banking
    Location: Nigeria - SCB
    Full/Part Time: Full-Time 

    Job Description
    Responsible for providing world class client service and seamless delivery of the banks products and solutions to corporates and financial institutions 
    To be the Service Partner, working together with RMs, Product Sales, Operations and other key internal stakeholders to develop clients’ pre-origination service solutions, manage post origination needs, identify opportunities and deliver the Bank’s services.  
    Builds strong service focused relationships and rapport with key clients to increase wallet shares & revenue retention for TB.

    Key Roles & Responsibilities

    Client Service 
    •Reponsible for end to end servicing and ownership of client issues 
    •Provide the highest standard of client service in response to client enquiries and complaints, to create improved, lasting relationships with our clients 
    •Monitor daily interactions with the client, leverage on CRM, and be the escalation go to point, internally and externally 
    •Responsible for client satisfaction with service arrangements and delivery at regional and country levels through regional and country CSG CSMs 
    •Take ownership & Resolve local clients’ enquiries and issues related to TB outbound business 
    •Making a concerted effort in building trusted partnership with clients at the daily transactional / operational level through 
    -Regular phone/email contacts with client contacts 
    -Proactive updates on outstanding issues 
    •Understanding client expectations and needs for quality client services 

    Service Management 
    •Review service performance with our clients and generate ways to continuously improve service level standards as well as client efficiency 
    Conduct service reviews (global / regional / country) to identify and close gaps between clients needs and service delivery 
    Analytics – review client data on an ongoing basis to improve volumes and facility utilization – transaction volumes, channel utilization, referrals (or TAT), queries, complaints, etc 
    Conduct client visits – introduction, relationship building initiated by TB Sales to resolve issues and service relationship with Client’s Operations and Treasury counterparts 
    Conduct proactive visits on facilities utilization, transaction volumes, issues raised, etc 
    Communicate client feedbacks to TB Sales on client needs and products 
    Involve in RFP discussions, play the role of service specialists 
    Continually identify opportunities to improve client efficiency and performance, service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling, etc, through leveraging on the VoC process and the relationship, to understand client’s needs 
    Work in partnership with TB Sales by 
    - Maintaining a coordinated approach to the clients in the portfolio 
    - Keeping TB Sales regularly updated of key issues and trends 
    - Involve TB Sales in issues as and when appropriate 
    Offer guidance to client on the operational aspect of the product and keep them abreast of  recent changes in  clearing environment 

    Establish team operating standards (e.g. frequency of follow-up, frequency of reverts to clients etc), monitor adherence and monitor client feedback. Share and discuss this with stakeholders. 
    To ensure information from the central team is communicated effectively to the rest of the team. Implement process, procedures and service model 
    Promoting self service platform – S2B 

    Risk & Control 
    Assist clients in compliance related matter 
    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. 

    Operational Excellence 
    Root cause analysis; Drive process and assist in implementation of service and efficiency improvement initiatives and facilitate transfer of best practice 
    Leveraging on the VoC process and the relationship to understand client’s needs 
    Assist in implementation of service and efficiency improvement initiatives with all relevant stakeholders 
    Identify competitive best practices from clients, TBSM staff, Front office staff and feedback to Head, TBSM 
    Lead and enhance client support by driving co-ordination within our global TBSM and CSG network to build solutions for our clients’  needs 
    Manage end-to-end service support with internal stakeholders on escalation of service gaps 

    Key Client Service Planning / Reviews 
    Lead and agree account service plan for the client with the RM and TB Sales 
    Deliver the service plan, including: 
    o Lead in Service Reviews with Key clients, reviewing service performance with the clients and generate ways to continuously improve service level standards 
    o On a selective basis, accompanying TB Sales on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues 
    Lead in managing client loyalty with TB driving the “grow the core” messages.

    Qualifications & Skills
    University Degree in Finance, Economics or related discipline 
    Experience and proven track record in banking operations, client service and or customer facing roles 
    Organized and detail orientated 
    •Comprehensive product/processes knowledge 
    •Good leadership skills 
    •Knowledge of global clients’ cross-border operations and needs as well as related local business environment 
    •Basic WB banking operations experience 
    •Sound knowledge of WB channels 
    •Sound knowledge and experience in relationship management with senior management personnel of corporate clients 

    In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

    Diversity & Inclusion
    Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

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