Standard Chartered Hiring for Senior Associate Director, Client Service. Job at Dubai Full Time

• Manage Email Channel and ensure all emails actioned with agreed TAT
• Preform checking, Reconcile & archival of all client instruction submission in processing system of daily banking, Fund transfer, wealth & product application.
• Maintain activities tracker & report, Business refusal Register
• Support & Manage GBS CSM
• Support Business management in all adhoc activities, projects & change request.

Strategy

• To ensure expected level of customer service is provided to Priority banking clients. Work collaboratively with all stakeholders, to provide appropriate banking services and solutions to meet client’s needs.

Business

• Drive a culture of complete adherence to local and international service standards for affluent customer segment.
• Liaise with the relationship managers locally & internationally to work with overseas clients keeping in view the cross-border guidelines.
• Maintaining sound client relations by ensuring that their concerns and complaints are addressed by the client service staff in a timely and efficient manner.
• Analyze feedback (compliment, complaint, and suggestion) by clients and accordingly modify policies & processes to improve services being provided.
• Planning, developing, administering, and regularly reviewing client service policies & processes while complying with the local central bank regulations.
• Managing and motivating the team members to ensure their continuous professional development.
• Direct the team members as per the modified policies & procedures to ensure that the team performance is enhanced & a standardized level of client service is achieved.
• Liaise with each department of the organization (Admin, Business, HR, and Finance & Sales) to understand the basic assistance required when related to client service.
• Ensure efficient & effective operations.
• Ensure all complaints and negative feedback is logged in CEMS immediately upon notice.
• Ensure accuracy of account opening process for Priority banking staff with 98% accuracy.
• Preparing training module for client service staff and conduct staff orientation.
• Ensure all non-critical/quick kill complaints to be resolved within 24 hours.
• Conducting information sessions for the client service staff to update them about changes in policies & processes and also to keep them updated with their product knowledge.
• Ensure error free checking and avoid any financial losses to the bank.

Processes

• Ensure compliance of laid down process and procedures.
• Facilitate and Implement work process improvements.
• To ensure compliance with Global Process Standards on Customer Data Confidentiality.
• Focus on leading customer service engagement, developing and reviewing customer service policies, procedures and standards.

Risk Management

• Ensure KYC/AML updates, proper zero error documentation.
• Updating the C – Manager, adhering to the Contact Management Plan.
• 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.
• Ensure full awareness of all policies relating to operational risk, sales processes, anti-misselling, etc and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

Governance

• To be able to detect any suspicious transactions, Money laundering, forgeries etc
• Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures.
• Ensure all GPS standards are followed and adhered.

Regulatory & Business Conduct

• Good knowledge groups policies, standards, local regulations and legislations of the prevention of money laundering and adherence to group code of conduct.

Key stakeholders*

Internal:

• Head, Client Acquisition & Client Relationships
• Head of Priority Banking, UAE
• Senior Associate Director & Unit Head (Team Manager).
• Senior Associate Director and Associate Director
• Investment PRB and Wealth Management- OPS
• Cash Management Operations – CMO
• Operations liability, Assets team and Products / segments.
• Country Money Laundering Preventing Officer
• Legal & Compliance
• Phone Banking/Call centre.

External:

• Existing and Prospective Customers – for Acquisition and retention of business

Other Responsibilities

• Ability to maintain a highly decent professional environment in the Priority Centre.
• Educate Clients on using of other delivery channels.

Our Ideal Candidate

• University Graduate.
• Relevant experience in relationship management.
• Experience in handling all Banking Customer Services & Investment Products.
• Strong communication, language and negotiation skills with the ability to influence outcomes.
• Networking & strong inter-personal skills to manage inter-departmental deliverables.
• Proficiency in Computers.
• Adapting to multi-cultural environment.
• Good knowledge of banking practises and regulations.
• Anti Money laundering, Sanctions/Compliance Training and Basic Banking Practice.