Premier Service Manager Jobs – Standard Chartered Bank (Stanchart)

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Job Title:   Premier Service Manager

Organisation: Standard Chartered Bank (Stanchart)

Duty Station:  Kampala, Uganda

 

About US:

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 Premier Service Manager is responsible for delivering excellent client service and product advice for Corporate, Commercial & Institutional Banking (CCIB) Portfolio / Digital clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

 

Key Duties and Responsibilities:

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

Strategy

  • Contributes to delivery of exemplary service culture underpinned by value add capabilities and optimal self-service tools, for efficient and easy client experience.

Business

  • Provide the highest standard of client service in response to client enquiries and complaints, to create improved, lasting relationships with our clients
  • 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
  • Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives

Processes

  • End to end understanding of processes that support the product offering to clients
  • Identify and where appropriate, assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice

People and Talent

  • Collaborates with colleagues to promote and embed a client centric culture in the bank.
  • Contributes to robust succession planning in the unit through knowledge sharing with colleagues

Risk Management

  • Awareness of risks associated with the role, and mitigants
  • Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints, and enquiry handling
  • 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

Governance

  • Support and contribute to the service governance activities in country and at a regional level
  • Participates in the service review engagements with support functions and external stakeholders.

Regulatory and 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.
  • Contributes to delivery of 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.


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Qualifications, Skills and Experience:

  • The applicant should have relevant qualifications
  • At least two years of experience in Banking and or Service
  • Languages: English proficiency and/or local language skills as relevant to country requirements
  • Addressing Customer Needs
  • Customer Focus
  • Customer Interaction
  • Customer Service Management
  • Problem Management Process
  • Service Excellence

 

 

How to Apply:

All candidates who wish to join Standard Chartered Bank should apply online at the link below.

 

Click Here

 

Deadline: 9th May 2023

 

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