Client coverage manager, Medium Enterprise, BB

Job Description

The Role ResponsibilitiesStrategy

• Day to day handing of clients request and providing prompt solutions.

awareness and understanding of the Group s business strategy and model appropriate to the roleBusiness

• Client service
• Ensuring quality service as customers expect
• Reduce the wait time and TAT for various service requests
• Providing right solutions to the customer

• End-to-end resolution of customer transactions/queries/complaints

• Effective management of customers services relating to trade and non trade activities
• Co ordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
• Handling non trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
• Communicate disposal instructions to Trade/ Payments units
• Increase scores of NPS and other customer satisfaction surveys
• Develop strong internal escalation mechanisms
• Customer meetings and interactions
• Strong relationships with top customers through customer meetings
• Increase stickiness of the customers through continuous engagement through on-site / phone / email interactions
• Work along with business team to align services with business offerings
• Service delivery through other units
• To ensure strong service delivery through other units involved in the process chain such as Branch banking, Trade & payments desk, CRC, GSSC, IPC, CSG, Customer care unit etc
• Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
• Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
• Conduct monthly review meetings with other units such as Trade/payments/branch banking
• Customer complaints and resolution
• Effective handling of customer complaints
• Reporting of all complaints with CSG
• Root cause analysis (RCA) of complaints ensuring that issues are resolved and no other complaint is received for the same reason
• Effective management of customers queries/complaints relating to trade and non trade activities as mentioned above

awareness and understanding of the wider business, economic and market environment in which the Group operatesProcesses

• Ensuring complete coverage of customers to automated/online solutions like S2B, Trade info manager, Remittance e-alerts, e-statements etc
• At least 2 big initiatives having pan India impact to be implemented in H1
• Define seamless processes requiring minimal manual intervention
• Migrating customers to right channels such as CSG for various trade/cash requirements
• Provide referrals to business team on any new business opportunities from existing customers

People and Talent

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

• Responsible for identifying, assessing, monitoring, controlling and mitigating 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
• The ability to interpret the Group s financial information, identify key issues based on this information and put in place appropriate controls and measures
• Adherence to regulatory and internal guidelines
• To conduct all business operations in compliance with internal policies and external laws/regulations/guidelines. To ensure full compliance with CDC, BCSBI, RBI and other applicable regulations/guidelines/laws. To drive the compliance culture down the line.
• Ensure management control and performance / operating standards are appropriate and are being adhered to.
• AML/CDD guidelines along with Group code of conduct
• Must ensure that the team is fully aware of all the policies and procedures issued in relation to Money Laundering Prevention/CDD and is trained on the same. The Group code code of conduct must be clearly discussed with the team to ensure their understanding and adherence.
• Any suspicious transaction must be immediately reported to the supervising officer.
• All transactions are processed keeping in mind the AML and KYC norms.
• Operating losses / Frauds are minimized / reduced
• Maintain proper filing and archival of documents as per laid down process.
• Ensure a minimum Satisfactory rating in all audits.
• Operational/other risk issues
• To report Unit s OR issues and losses to UORM
• To assist UORM in developing and updating of procedures, controls and monitoring plans for Operational Risk Management.
• Effective control on processes like Limex as per laid down guidelines
• Ensure that transactions processing is error free and as per the delegated authority levels.
• To undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls.
• Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.

Governance

• Responsible for assessing the effectiveness of the Group s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering effective governance ; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

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 Commercial Banking, ME East 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.

Key Stakeholders

• Relationship Managers, South1
• Clients
• Credit

Other Responsibilities

• Embed Here for good and Group s brand and values in Commercial Banking, ME South1
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Multiple functions (double hats);

QUALIFICATIONS:

• Graduate from any reputed institute

• Substantial experience in banking or equivalent industry in customer service activities.

• Good Communication skills.
• Should have ability to explain complex information clearly and simply

• Languages Hindi & English, Telugu, Kannada

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Keyskills :
static datanew businesscustomer careservice levelbranch bankingtrade servicescurrent accountcustomer serviceservice deliveryoperational riskbusiness strategyfinancial markets