• Client Services Officer - Cash Management Operations Jobs in Vietnam - 23631766

  • Standard Chartered Bank Ltd
  • Vietnam
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East

To us, good performance is about much more than turning a profit Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good

Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation This in turn helps us to provide better support to our broad client base

The Role Responsibilities

Reporting
Deliver Monthly reporting with analysis on client satisfaction, inquiries, complaint, compliment in order to prepare for Client Experience Forums (CEF)
Prepare Volume/SLA performance/Capacity reports from different data sources as well as consolidate report from in-charge persons/relevant departments (Cash Management Operations/Financial Market Operations/Trade Operations/Securities Services Operations in order to submit in Client Experience Forums (CEF) and various forums
Prepare and consolidate data on Risk Items Escalation/KCSA check/Issues for Business Operational Risk Forums (BORF) divided by Clients Segments
Prepare and submit report on Projected vs Actual Volume by departments and Clients Segments
Prepare and submit report on Key Risk Indicators (KRI) monthly to Client Services, Ops Risk
Deliver Weekly ASA CIC Ops report and other Adhoc report to CSG Unit Head and CIC Ops Head
Complaint Management
Complaint management through effective complaint analysis that enables relevant accountable units to rectify the issues Ensure that cases are properly and completely resolved with root causes and preventive actions being identified
Track status of Complaint Preventive actions with in-charge persons/departments to avoid repeated issues and enhance quality of bank services
Summary Complaints monthly/quarterly to analyse the most common issues, client expectation
Service Review Management
Arrange SRM schedule collect proposed clients, confirm with PSM/CSM in charge or RM, Client on schedule, summary and inform stakeholders
Consolidate Service review meeting results and track status of Action required among meetings
Summary Discussion points with clients and solutions/actions from bank
Client Service
Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
Responsible for client satisfaction with service arrangements and delivery
Work with internal stakeholders to provide end-to-end query resolution to client satisfaction
Responsible for effective service recovery process through complaint logging and handling
Maintain a professional SCB image through all interactions with clients
Continually identify opportunities to improve client efficiency and performance, through eg optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities

Risk & Control
Comply with Operational Risk Framework set out for Services team including but not limited to client identification, complaints and enquiry handling
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

People Management
Encourage and foster a friendly working environment within the team to achieve teams objectives through teamwork and operational efficiency

Operational Excellence
Assist in implementation of service and efficiency improvement initiatives in CSG and facilitate transfer of best practice

Key Stakeholders
Internal
Team Leader, Trade Services and Cash Services
Unit Head of Client Services Group
Trade Operations Managers
Cash Management Operations Managers
Securities Services Managers
RMs and Business Managers
TB Product and & Sales Managers
TB Client Service Managers
Managers in Hubs
Technology Managers
External
Clients
Other Banks

Our Ideal Candidate

University degree, preferably in Finance/banking/economics

Apply now to join the Bank for those with big career ambitions

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : IT Software : Software Products & Services
Role : Application Programming
Salary : As per Industry Standards
Deadline : 17th Mar 2020

Key Skills:

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