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Job: operations primary location: asia-india-mumbai schedule: full-time employee status: permanent posting date: 05/apr/2022, 5:23:42 am unposting date: 19/apr/2022, 5:59:00 pm
About standard chartered we`re an international bank, nimble enough to act, big enough for impactFor more than 160 years, we`ve worked to make a positive difference for our clients, communities, and each otherWe question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than beforeIf you`re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from youYou can count on us to celebrate your unique talentsAnd we can`t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behavioursWhen you work with us, you`ll see how we value difference and advocate inclusionTogether we:
Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
In line with our fair pay charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
Flexible working options based around home and office locations, with flexible working patterns
Proactive wellbeing support through unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global employee assistance programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies – everyone feels respected and can realise their full potential.
Recruitment assessments – some of our roles use assessments to help us understand how suitable you are for the role you`ve applied toIf you are invited to take an assessment, this is great newsIt means your application has progressed to an important stage of our recruitment process.
Role responsibilities
The tb client service india team manager is responsible for proactive, effective leadership of client service account managers who report to him/her whether directly or indirectly.
The tb client service india team manager is accountable for ensuring the team is effectively managing the relationship health of the client portfolio his/her team is responsible for and delivering the highest quality client service standards.
The tb client service india team manager is fully accountable for the client delivery outcomes and the team’s overall performance within his/her remit.
Purpose
Build a high performing local team of tb client service account managers to drive exceptional client service satisfaction and successful delivery of the bank’s client servicing proposition.
Develop and implement best practices to drive positive client experience and proactively lead operational efficiency efforts and process improvements
Strategy
Establish understanding of the ccib and tb business strategy and leadership expectations, ensure client servicing standards are met or exceeded
Business
Act as the point of escalation for critical client issues, mitigating unnecessary tb sales/rm involvement wherever possibleExercise appropriate judgement on escalation items and engage the relevant internal stakeholders resolve locally or escalate centrally for thematic, organisational issues beyond the scope of country resolution.
Ensure thematic country client issues are appropriately captured and are raised to the relevant client experience forums or escalated to the regional client service forum for effective resolution.
Ensure appropriate team capacity management to align with business and portfolio changes, engage with the tb asean and south asia head of service to address any resourcing gaps / challenges
Management of any relevant ad hoc projects and strategic initiatives requiring tb client service india team manager support
Processes
Proactively drive client servicing effectiveness by:
Conducting regular team meetings to discuss key client issues and ensure these are tracked to completion
Maintain the regional client service issue log for tracking and remediation, proactively drive local issue resolution and escalate to relevant client service forums, as required
Lead service improvement discussions with coverage/sales, product and functional partner leadership teams
Proactively deepen local functional partner relationships to build strong collaboration and alignment
Collaborate with the client service forum/working group on a regular basis (participating in global engagement calls) to review issue logs/ensure priority issues/escalations are being addressed and provide ongoing feedback on challenges, successes and best practices
Effectively support key client service manager initiatives/ad-hoc projects (as identified) to drive positive client experience
Share and replicate best practises with other tb client service managers in other regions.
Drive tb client service managers’ discipline in logging client complaints in accordance with the bank’s complaints policy and ensure the team fully understand their obligation to capture client complaints in the designated system and follow through to resolution.
Ensure tb client service manager client system tagging, and job code capture are maintained in a timely and accurate manner, proactively review on an ongoing basis.
Review relevant client service insights through available reports in gems to identify trends in servicing gaps and take proactive steps to address root cause issues
Ensure service review discussions are captured via call reports
People and talent
Build and effectively lead the team to deliver exceptional client service execution by:
Attracting, retaining and developing strong tb client service manager talent, up-tiering as required
Ensure all hiring decisions are aligned with the capabilities of the tb client service team manager role profile and job description.
Ensuring tb client service managers are clear on their roles/performance expectations
Effectively managing the p3 process ensuring high performance is recognised and rewarded and under performance is appropriately addressed
Regularly engaging in coaching conversations with csms, providing timely, clear and actionable feedback
Ensure all role mandatory learning is undertaken in accordance with the bank’s policy
Embedding csm dashboards / scorecards successfully and ensure tb client service managers fully understand the metrics and impact.
Where relevant, identify succession plans for the tb client service manager team lead role
Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums (existing or newly introduced) to achieve stronger cross-functional collaboration
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.
Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Risk management
Provide appropriate guidance to tb client service managers to ensure portfolio hygiene, risk management and group values and code of conduct standards are being maintained/adhered to
Ensure all tb client service managers are appropriately risk trained/certified as stipulated in the relevant bank policies
Identify, escalate, mitigate and resolve any risk, conduct and compliance issues within the remit of the tb client service manager head responsibilities
Maintain close and proactive oversight on roles and responsibilities governance, where exceptions exist, highlight to csm coe and ensure these are documented.
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 bankThis includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the group code of conduct.
Lead the india tb client service team to achieve the outcomes set out in the bank’s conduct principles: [fair outcomes for clients; effective financial markets; financial crime compliance; the right environment.]*
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Adhere to local regulator [pra/fca] prescribed responsibilities and rationale for allocation.
Key stakeholders
Internal:
Tb sales
Tb coo
Tb product
Gam / fam / ram/arms
Product partners
Key functional partners i.eImo, credit, mdu, legal, compliance, product ops (trade, cash, fmo etc), finance, marketing
Function support teams (risk, compliance, legal)
Region / country leadership team
External
Clients
Our ideal candidate
Bachelor’s degree in banking or finance preferred.
Ideally 15+ years’ experience in banking or other relevant environment
Risk & aml certified as stipulated by bank policy for client manager head role
Languages: english and/or local language skills as relevant to country requirements
Role requirements :-
15 years relevant banking experience
Comprehensive cash management products knowledge such as (fx, payments, liquidity mgmt., fiduciary services)
In-depth and broad technical understanding of end to end client and trade life cycles in cash management space.
Experience in leading critical transactional support by facilitating resolution for complex transactions related issues and exception handling.
Experience to lead and coach the team to provide proactive service with support and input from regional/local bams
Strong experience in collaborating effectively with regional /global stakeholders across functions to come up with sustainable client centric solutions to resolve escalated issues or complaints.
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.
Ability to lead and drive the team to contribute effectively to proactive service initiatives locally such as client service plans in a coordinated fashion with rms and global account managers
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