Premier Service Manager

Job Purpose:

• To deliver excellent client service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

• Responsible for serving as the primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.

• Deliver excellent service against agreed service standards.

• As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.

• Build relationships and rapport with identified ‘premier’ clients at the transactional / operational level (Premier Service Manager).

• Facilitate Channels on boarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients

Key Responsibilities Client Service

• Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.

• Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients.

• Responsible for client satisfaction with service arrangements and delivery.

• Work with internal stakeholders to provide end-to-end query resolution to client satisfaction.

• Responsible for effective service recovery process through complaint logging and handling.

• Maintain a professional SCB image through all interactions with clients.

• Continually identify opportunities to improve client efficiency and performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities.

• Manage non-complex implementations and standard maintenance requests end to end

• Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process

• Token management & delivery to client

• Provide Straight2Bank training to client for non-complex implementations via phone, web-ex, face to face

Risk & Control

• Comply with Operational Risk Framework set out for CSG including but not limited to client identification, complaints and enquiry handling.

• 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.

People Management

• Encourage and foster a friendly working environment within the team to achieve teams’ objectives through teamwork and operational efficiency.

• Support the Head of Client Services Group to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.

Operational Excellence

• Assist in implementation of service and efficiency improvement initiatives in CSG and facilitate transfer of best practice.

Premier Service Management (applicable to PSM only)

• Participate in annual Service Reviews for identified ‘premier’ clients.

• Reviewing service performance with the clients and generate ways to continuously improve service standards.

• On a selective basis, attend sales calls with RMs to sell our service capabilities and/or to resolve clients’ operational and service issues.

• Provide pro-active client updates.

• Leverage on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc.

• Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.

• Build trusted partnerships with clients at the daily transactional / operational level.

• Manage non-complex implementations and standard maintenance requests end to end (i.e. those implementations without a TB Implementation Manager assigned)

• Complex Implementations are co-managed with responsibilities shared with TB Implementation as per agreed process with Product teams.

• Receipt of client documentation for both new implementations & S2B admin / maintenance requests

• Log all On boarding & Maintenance requests that flow through CSG in GEMS.

• Referral / clarification discussions with Client (IM / TBS / RM as applicable) regarding documentation/setup form deficiencies.

How to apply

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Standard Chartered Bank Zambia Plc
Standard Chartered Bank Zambia Plc
Lusaka
Personal banking
Business banking
Corporate finance
Investment
Loans
BancAssurance
Currently, Standard Chartered Bank Zambia has a total of 25 outlets across the country and 47 automated teller machines (ATMs), with four being electronic banking centres. The bank has a presence in six of Zambia's ten provinces with branches in the Copperbelt, Lusaka, Northern, North Western, Southern and Western provinces. Standard Chartered Bank Zambia offers a wide array of services that encompass personal and business banking, corporate finance, investment, loans and personal life insurance.
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