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Client Service Manager At Standard Chartered Bank

Date Posted: 18/Jan/2014
Deadline: Not Specified

Job Description

Deliver first class customer service to our Wholesale Banking clients in all interactions for transactional enquiries, complaints, and other service-related issues.

Key Roles & Responsibilities
• Serve as primary contact person to clients on client enquiries, complaints, etc.
• Deliver to agreed service standards for Tier 1, key and premier clients.
• As a Service Partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities which will deliver positive results to the bank.
• Build relationships and rapport with Key, Premier and core clients at the transactional / operational level to earn their trust and loyalty.
• Initiate and drive service innovations which will deliver differentiated service to WB clients
• Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
• Provide the highest standard of customer service in response to client enquiries and complaints for improved and lasting relationships with clients.
• Responsible for effective service recovery process through prompt logging and handling of enquires and complaints, in-depth and thorough root cause analysis and follow up with accountable units for implementation of corrective actions to prevent recurrence.
• Undertake VOC surveys and drive results into actions
• Maintain a professional SCB image in all interactions with clients.
• Continually identify opportunities to improve client efficiency / performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
• Prepare weekly reports on enquiries/complaints for review by Head client service group
• Partner with the relationship and solution delivery team to migrate clients to channels.
• Attend Service Reviews arranged by TBSM, RM and TB Sales upon invitations or as deem appropriate

Risk & Control:
• Comply with the process for customer identification, case review and call monitoring.
• 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.
• Perform daily COPman checks
• Adherence to existing and applicable Departmental Operating Instructions, Policies and procedures and local regulations.
• Provision of evidence of compliance for necessary BKCSA and GKCSA checks
Operational and Service Excellence:
• Assist in implementation of service and efficiency improvement initiatives and facilitate transfer of best practice.

Premier & Core Clients Service:
• Deliver the service plan, including:
• Participating in annual Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards
• On a priority basis, accompanying Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
• Leveraging on the VoC process and the relationship to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
• Making proactive calls on clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
• Build trusted partnerships with clients at the daily transactional / operational level
Qualifications & Skills
• Minimum of a 2nd Class degree in a relevant course.
• Banking Operations experience
• Excellent communication skills
• Proficient in use of Microsoft Office applications
• Proficient Skills in Customer Service Management and Client relationship
• Knowledge of corporate products is mandatory.

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

Method of Application

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