Manager - Customer Service

Job Summary

• Responsible for providing adequate and quick resolution to all complaints.
• Monitoring grievance redressal processes and strategy of managing grievances.
• Be the first line for governance related activities.
• Ensure that guidelines of customer service process note are duly followed.
• Ensure that all complaints escalated to MD/CEO, Banking Ombudsman, Nodal officer are handled.
• Ensuring resolutions of all complaints within TAT and ensure quality is maintained.
• Take ownership of customers issues and follow problems through to resolution.
• Work closely with complaint handlers to arrange information to provide resolution of complaints.
• Preparing detailed Root cause analysis date from time to time to assess the root cause of the complaints and suggest fixes to be put in place to reduce such occurrences.
• Record each and every instance in customer service tracker to establish a trail of events.
• Passion to bring newness to current working model by automating and digitizing the workflow for complaint management.
• Submission of data for various audit requirements and resolving the queries raised by various auditors.
• To work closely with senior stakeholders and internal teams to prioritize business requirements.

Strategy

• Support the SCCL strategy execution

Key Responsibilities Leadership Capability, People and Talent

• Support SCCL strategy execution.
• Ensure that necessary regulatory requirement under various statues for IO, customer grievances etc are met in timely manner.
• Ability to track and develop MIS for various forums and better transparency
• Lead through example and build the appropriate culture and values. Set appropriate tone and work in collaboration with External Partners and Internal stakeholders.
• Serve as backup for referrer and vendor governance activities.
• Help in rolling out risk framework and ensuring its checks are done in timely manner.
• Coordinate and get faster resolution with branches, internal stakeholders, and external stake holders.

Risk Management

• Execution responsibility for identifying, assessing, monitoring, controlling, and mitigating financial crime risk, sanctions risk and reputational risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them

Governance

• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• CEO/CFO/CRO/Branch SPOC
• Compliance, Finance, GBS team
• Auditors

Other Responsibilities

• Exemplify ‘Here for good’ within the team
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Skills And Experience

• Experience and knowledge in managing customer complaints and service requests
• Knowledge of PO creation & invoice processing
• Problem Solving
• An inquisitive mind that will ask the right questions to fully understand the risk posed in each individual case.
• MS -Office

Qualifications

• A Commerce graduate/ MBA with minimum 5 years of experience
• Understanding of end-to-end process from complaints management, Internal ombudsman, onboarding a vendor, making purchase order and invoice processing
• Experience in branch management and knowledge about compliance matters at branches
• Basic knowledge of regulatory reporting such as customer grievance, internal ombudsman.
• Pro-active, with the ability to probe and challenge existing processes and propose new ideas/changes.
• Excellent organisational and planning skills with a disciplined attention for details.
• A highly motivated self-starter with a hands-on, delivery focused approach
• Ability to adapt and function in a dynamic environment.
• Exhibits strong interpersonal and negotiating skills that can effectively be used in motivating, influencing, and advising senior stakeholders.

About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.