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Senior Client Service Manager

1.00 to 10.00 Years   United Arab Emirates   22 Sep, 2022
Standard Chartered
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Senior Client Service Manager - (2200020136)Job: Private Banking and WealthPrimary Location: Africa & Middle East-United Arab Emirates-DubaiSchedule: Full-timeEmployee Status: PermanentPosting Date: 21/Sep/2022, 8:31:53 AMUnposting Date: 05/Oct/2022, 10:59:00 PMRole Responsibilities Strategy

  • To provide excellent customer service to private banking clients
  • Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank?s policies and procedures and the regulations.
  • As a senior CSM, training and assistance to junior members of the team.
Business
  • Provide professional, accurate and timely support to Relationship Managers
  • Handling of Relationship Manager?s Client calls and dealing with Clients in a professional manner
  • Produce high quality correspondence to clients and resolve client enquiries
Processes
  • Adhere and be diligent to the Bank?s policies and procedures and the regulations as part of the Bank?s fight against money laundering and fraud
  • Work with RMs to aid them in account opening and submitting documentation to the middle office
  • Assist with the preparation of Client Due Diligence (CDD) reviews. Preparing them to be submitted a minimum of 30 days prior to the due date and follow up of issues raised as required by RM.
  • Liaising with other SCB entities to open and manage accounts booked in other Bank Centres
  • Proactively respond to client and RM investigations by phone, fax or e-mail
  • To provide an accurate account of all client contact in the Bank?s systems? Client Contact reports
  • Provide assistance with booking Investment business trips
Risk Management
  • Timely completion of credit applications
  • Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients
  • Promptly handle Client complaints, including resolution with service levels and accurate input onto the Complaints Database
  • Ownership of taking Client?s transactional requests, ensuring they are booked in the Bank?s system, with all necessary documents and checks completed
  • Actively keep up to date with existing and new SCB Private Bank products and attend all in house training
Governance
  • Act as TL delegate
Key Measurables:
  • Measured indirectly by the success of the Relationship Managers; AUM and revenue goals
  • CDD ? Completion of documentation 30 days prior to the due date
  • Adherence to regulatory and Group compliance issues
  • Number of client complaint?s and compliments received about the direct service offered
  • Reduction in losses through identifying fraud in region
  • Successful completion of all annual product accreditation tests and mandatory e-learning
  • Minimising operational losses and P & L claims
  • Client satisfaction survey results
  • RM feedback
  • Error rates in of transactions and number of account opening and CDD review returns (for documentation reasons)
  • Timeliness of submission ? Client instructions, AO/PRs, CAP entries
  • Independency in performing the role
  • Leadership & Mentorship
  • Change delivery contribution
Regulatory & Business Conduct
  • Display exemplary conduct and live by the Group?s Values and Code of Conduct.

Keyskills :

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