Customer Service Manager - Bengaluru, India - Standard Chartered Bank

    Standard Chartered Bank
    Standard Chartered Bank Bengaluru, India

    2 weeks ago

    Standard Chartered Bank background
    Full time
    Description

    RESPONSIBILITIES

  • Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
  • Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
  • Ensure high level of customer service in the Branch. Manage difficult customer situations
  • Take responsibility for general reconciliation and control activities.
  • Find ways to improve operational efficiency and control costs to meet cost budgets
  • Be multi-skilled to handle all kinds of transactions and services in the bank

    • Strategy

  • Take responsibility for general reconciliation and control activities.
  • Find ways to improve operational efficiency and control costs to meet cost budgets
  • Be multi-skilled to handle all kinds of transactions and services in the bank

    • Business

  • Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
  • Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
  • Ensure high level of customer service in the Branch. Manage difficult customer situations

    • Processes

  • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
  • Ensure transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs
  • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities

    • People & Talent

  • Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service, while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets

    • Risk Management

  • 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.

    • Governance

  • 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.

    • 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 [country / business unit / function/[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.
  • Serve as a Director of the Board of [insert name of entities]
  • Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)

    • Other Responsibilities

    Embed Here for good and Group's brand and values in [country / business unit / team]; 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

  • Graduate/MBA –

    • Our Ideal Candidate

    Good Communication Skills
    Good Relationship Management Skills