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Job Description - Senior Client Service Manager (2200020136)
Senior Client Service Manager - (2200020136)
Job: Private Banking and Wealth
Primary Location: Africa & Middle East-United Arab Emirates-Dubai
Schedule: Full-time
Employee Status: Permanent
Posting Date: 21/Sep/2022, 2:01:53 PM
Unposting Date: 06/Oct/2022, 4:29:00 AM
Role Responsibilities
Strategy
To provide excellent customer service to private banking clients
Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank’s policies and procedures and the regulations.
As a senior CSM, training and assistance to junior members of the team.
Business
Provide professional, accurate and timely support to Relationship Managers
Handling of Relationship Manager’s Client calls and dealing with Clients in a professional manner
Produce high quality correspondence to clients and resolve client enquiries
Processes
Adhere and be diligent to the Bank’s policies and procedures and the regulations as part of the Bank’s fight against money laundering and fraud
Work with RMs to aid them in account opening and submitting documentation to the middle office
Assist with the preparation of Client Due Diligence (CDD) reviews. Preparing them to be submitted a minimum of 30 days prior to the due date and follow up of issues raised as required by RM.
Liaising with other SCB entities to open and manage accounts booked in other Bank Centres
Proactively respond to client and RM investigations by phone, fax or e-mail
To provide an accurate account of all client contact in the Bank’s systems’ Client Contact reports
Provide assistance with booking Investment business trips
Risk Management
Timely completion of credit applications
Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients
Promptly handle Client complaints, including resolution with service levels and accurate input onto the Complaints Database
Ownership of taking Client’s transactional requests, ensuring they are booked in the Bank’s system, with all necessary documents and checks completed
Actively keep up to date with existing and new SCB Private Bank products and attend all in house training
Governance
Act as TL delegate
Key Measurables:
Measured indirectly by the success of the Relationship Managers; AUM and revenue goals
CDD – Completion of documentation 30 days prior to the due date
Adherence to regulatory and Group compliance issues
Number of client complaint’s and compliments received about the direct service offered
Reduction in losses through identifying fraud in region
Successful completion of all annual product accreditation tests and mandatory e-learning
Minimising operational losses and P & L claims
Client satisfaction survey results
RM feedback
Error rates in of transactions and number of account opening and CDD review returns (for documentation reasons)
Timeliness of submission – Client instructions, AO/PRs, CAP entries
Independency in performing the role
Leadership & Mentorship
Change delivery contribution
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.
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association
Key stakeholders
External clients
Relationship Managers
Client Service Officers
Compliance
Operations
Risk
CAR
Control and Supervision
Other Responsibilities
Embed Here for good and Group’s brand and values in Private Banking DIFC Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]
Qualifications
Training, licenses, memberships and certifications
Knowledge / Skills / Experience Required:
At least 5 years of Private Banking experience, preferably in a Client Service role
Solid knowledge of banking practices and associated regulatory requirements
Strong verbal and written communication skills
Willingness to speak/correspond to clients on a daily basis
Works well within a team of RMs and Client Service Officers
Eagerness to help others within the Client Service team
Ability to work with support functions such as Compliance, Account Review (CAR), Control and Supervision and Operations and focus on working as one bank rather than individual units
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And 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 behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together 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 to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers
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