Cash Client Service Solutions Activation Associate Full-Time

Job Summary

The Cash Client Service Solutions Activation Associate will deliver excellent client service and advice to Corporate, Commercial Banking and Institutional Banking (CCIB) clients in all interactions for post transactional enquiries, complaints, and other service-related issues.

As Cash Client Service Solutions Activation Associate, you will provide administrative support by accepting and arranging processing of various channels (straight2bank) and related products and services setup requests for all CCIB and Business Banking clients, including internal setups for Client Access, TB Implementation testing setups, various internal operations unit’s setups relevant to SAT.

You will also provide second level client support to resolve technical operating problems by conducting investigations, rectifying errors, including phone, email and on-site training and support.

Strategy

• Ensure all documentation is in place before handover to GBS teams for processing for simple and complex onboarding and maintenance setups
• Support team manager in timely escalation, handling / resolving first level issues of setups off SLAs or any other issues being outstanding for clients, internal stakeholders
• Prepare, analyze and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, etc.
• 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.
• Assist in implementation of service and efficiency improvement initiatives and facilitate transfer of best practice.
• Assist launch and implement new cross-functional products and services and to maintain/service existing products to meet and exceed the expectations of our clients.

Business

• Develop and maintain a professional SCB image through all interactions with clients and internal stakeholders e.g. TB Implementation Managers, Product managers, Relationship and client managers as well as GBS Hub teams (cross functional) for superior onboarding and ongoing support to all clients
• 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.
• As Premier Service Manager, build relationships and rapport with identified ‘premier’ clients at the transactional / operational level.
• Work with internal stakeholders to provide end-to-end query resolution to client satisfaction.
• Continually identify opportunities to improve client efficiency and performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities

Processes

• Continuous review of processes and standards to be able to make appropriate recommendations as to the system enhancements, improvement of efficiency and customer service quality. Ensure that changes are properly documented in relevant files.
• Seek necessary approval for irregular transactions, reporting such exception to daily escalation emails
• Work with internal stakeholders for service requirements, enquiries, case resolution, and instructions.
• Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.
• Ensure process for client identification is clearly embedded. Check for adherence periodically to manage departmental operational risks

People & Talent

• Support new and junior team members by helping them in managing the BAU through knowledge sharing around systems and processes
• Encourage and foster a friendly working environment within the team to achieve teams’ objectives through teamwork and operational efficiency.
• Support the Head / Department Head to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
• Demonstrate appropriate culture and values. Work in collaboration with risk and control partners.
• Participate in the ongoing training and development of people for improvement of skills

Risk Management

• Ensure that approved generic Product Programmes and their corresponding Country Product Templates are in place before any product is accepted for implementation.  Refer any instances of non-compliance to Line Manager and Head CMO for follow-up and for escalation via CORC and monthly KPIs.
• Ensure discipline and risk control around client confidentiality in all interactions via calls and emails
• Ensure strong due diligence on document safekeeping and data confidentiality
• Perform /maintain oversight of recompilation controls around vasco tokens and documents
• Ensure that services are delivered in accordance with the set procedures indicated in the department’s Quality Procedures Manual, SLAs to contribute to maintaining the Bank’s quality standards.
• Ensure compliance with the Group’s standards and regulatory requirements and exercise due care and diligence on matters related to Money Laundering and KYC in the day-to-day operations, which include, account opening and review, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.
• Ensure that deviations from standard processes of CMO products and issues arising out of BAU transactions (including system problems) are escalated on time to superiors for proper action to be taken.
• Comply with Operational Risk Framework set out for Cash Management Operations and Client Services including but not limited to client identification, complaints and enquiry handling.
• Awareness and adherence to IMO Business Continuity Plan (BCP) by maintaining due service delivery in crisis situations
• Take the lead in ensuring compliance to policies and procedures of the Bank, including but not limited to Group and Local Code of Conduct, Health and Safety, Diversity and Inclusion and communicating to the team, the escalation process and approval process in case of policy breaches.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

Internal

• Solutions Activation Team Manager
• Client Services Group
• Other ITO teams in country and GBS HUB (Cash, Securities Services and Trade Ops)
• RMs and Business Managers
• TB Product, Sales and Service Managers
• Technology and PSS team

External

• Clients
• 3rd party Vendors

Our Ideal Candidate

• Has a Bachelor’s Degree in Banking/ Finance or other related courses
• Has at least 7 years of work experience in Client Services, preferably handling Cash products
• Knowledgeable of Straight2Bank Troubleshooting
• Has excellent communication and client service skills
•  Expert in service recovery skills

About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 170 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can’t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies – everyone feels respected and can realise their full potential.