Organisation: Standard Chartered Bank (Stanchart)
Duty Station: Kampala, Uganda
Job ID: 436914
About Stanchart:
Standard Chartered PLC is a British multinational banking and financial services company headquartered in Hong Kong, China. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Africa, United Kingdom, United States and the Middle East. Standard Chartered Bank Uganda is the longest established international bank in the country; the first branch was opened in August 1912. We had 11 branches up to 1972 and retained only one branch during the turbulence of the 70s. In 1998 we acquired 4 branches of former Cooperative Bank in November 1999. Standard Chartered Bank Uganda today has a network of 11 branches in Kampala, Jinja, Mbale, Mbarara and Gulu. Standard Chartered Bank Uganda has 29 ATMs and over 600 staff.
Job Summary: The Investors & Intermediaries Service Manager will deliver first class client service and advice to our Transaction Banking Investors and Intermediaries clients in all interactions for transactional enquiries, reporting requirements and other service-related issues.
- Responsible for serving as primary contact person for clients and SCB staff for any account specific enquiries.
- Render first class service against agreed service standards.
- Serve as a Service Partner, work together with Global Client Management (GCM), Relationship Managers (RM), Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver on new initiatives.
- Build and grow key relationships and rapport with all clients at the transactional / operational level
- Ensure that agreed service standards are maintained within their group and act as the initial point of escalation.
- Significantly contribute to the delivery of key projects and internal initiatives.
- Promptly prepare and dispatch periodic reports for clients
Key Duties and Responsibilities:
1. Client Engagement:
- Serve as the focal contact person for external clients for day-to-day account and transactional enquiries, reporting requests, discrepancy resolution and any other ad-hoc requirements
- Maintain a professional SCB image through all interaction and communication with clients,
- Proactively anticipates clients’ needs and takes action
- Makes proactive calls and visits to clients to build the relationship and ensure client satisfaction
- Maintain up-to-date records of all client enquiries on CRM
- Identifies opportunities to improve client efficiency, processes and overall team performance
- Ensures all Fees are collected within the stipulated timeframe as set out on the SLA and Custody Agreements.
2. Stakeholder Engagement:
- Work with internal stakeholders for service requirements, enquiries, and instructions
- Builds and maintains internal networks
- Engages GCM, RM, Product and Operations Partners for input into client service issues, plans and reviews
- Engages Senior Management within SCB when their input is required.
3. Resolution:
- Ensure service levels are maintained through timely and appropriate response to queries
- Strengthens relationship through service recovery
- Ensures that complaints and errors are logged and handled appropriately
- Intuitively understands when and where to escalate potential issues
- Offers technical guidance and support with any significant issues with the aim of securing the best possible outcome
4. Work Management:
- Prioritises work to meet peaks and troughs and thereby creates time for additional responsibilities/activities (projects, training etc)
- Balances client needs and workload
- Works independently, taking ownership of issues and escalates as required Senior Management
5. Risk & Control:
- Complies with laid out policies and procedures
- 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
- Maintains the Bank’s reputation
- Actively manage risk by reviewing areas of risk and identifying ways to mitigate these
- Ensure you remain alert to the risk of money laundering and assist in the Bank’ efforts in combating it by adhering to the key principles in relation to: identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers.”
Qualifications, Skills and Experience:
- The candidate should hold a University degree –bias for Business related discipline – add advantage
- A minimum of three years’ experience in Service management dealing with Local, Global and Institutional clients
- At least 2 years working experience in the banking industry with demonstration of exposure and understanding of the operations to the of capital markets , pension and financial services sectors
- Possession of Certification from Securities Institute will be an add advantage.
NB: Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
How to Apply:
If interested in working with Standard Chartered Bank in the above portfolio, Please send us visit Web link below and review requirements and thereafter express your interest by Clicking Apply Now
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