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Client Service Manager - Distribution Network
1-4 years
Mumbai
1 vacancy
Client Service Manager - Distribution Network
Standard Chartered
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Strategy
- Ensure high level of customer service and manage difficult customer situations.
- Ensure resolution of all complaints received for branches through COMMAND.
- Gather/prepare statistics for service quality and productivity indicators
- Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
- Find ways to improve operational efficiency and control costs to meet cost budgets
- Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
- Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
- Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
Business
- Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
- Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
- Responsible for general reconciliation and control activities
- Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
- Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
- Contribute to branch performance through referrals, efficient customer service, effective operations controls
- He/She is aware of bank s Mis-selling & Sales Policies and ensure adherence all the times.
- Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
- Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
Processes
- Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
- Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
- Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
- Encourage others to work in a healthy and safe manner
- Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
People & Talent
- NPS & Customer management
a. Ensure that NPS is at least in second quartile as compared to peers
b. Use the online CMP system diligently and achieve > 75% of their require customer contact each month
b. Use the online CMP system diligently and achieve > 75% of their require customer contact each month
Risk Management
- Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
- Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer
Governance
- Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
- Read, understand and comply with all provisions of the Group Code of Conduct
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 the 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.
Other Responsibilities
- Embed Here for good and Group s brand and values in team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);
Skills and Experience
- Knowledge of Bank s Products
- Understanding of front and back-office processes
Qualifications
- Graduate/ Post Graduate
- Customer Orientation and service focus
- Anywhere between 1 - 4 years of overall experience
- Banking knowledge, understanding of front and back office processes and procedures
- Good Interpersonal Skills
- Strong Communication Skills
- Team-playing ability
Employment Type: Full Time, Permanent
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People are getting interviews through
(based on 173 Standard Chartered interviews)
Job Portal
Referral
Campus Placement
Company Website
Walkin
Recruitment Consultant
25%
23%
9%
7%
6%
6%
24% candidates got the interview through other sources.
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What people at Standard Chartered are saying
Rating based on 7 Manager Client Servicing
reviews
Anonymous · Customer Success, Service & Operations - Other
in Bengaluru
Likes
All good
Dislikes
Salary is too low
Read 7 reviewsManager Client Servicing salary at Standard Chartered
reported by
48
employees
with 2-14
years exp.
₹4
L/yr - ₹11.7
L/yr
16%
less
than the average Manager Client Servicing Salary in India
View more details
What Standard Chartered employees are saying about work life
based on 4.3k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Standard Chartered Benefits
Submitted by Company
Time-off Being part of an inclusive culture Support for wellbeing challenges Proactive wellbeing support Flexible working
Submitted by Employees
View more benefits 
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Standard Chartered Mumbai Office Location
Mumbai Office
21-23, Samartha Vaibhav, Off Link Road, Lokhandwala, Andheri(W)
Mumbai
Maharashtra 400053
Maharashtra 400053
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