Senior Client Service Officer

• To handle generic SCB’s client enquiries (Call and/or emails) with care and as per the prescribed standards in place.
• To handle corporate clients’ Channels (online banking) related enquiries.
• Troubleshoot and resolve channels (online banking) issues and errors.
• To handle documentation related queries for Channels (online banking).
• To train commercial banking clients on Channels (online banking) - Login, Payment Creation and reporting etc.
• To co-ordinate with internal support teams and stakeholders to solve online banking related issues.
• To complete/resolve inquiries correctly the "first time" to avoid unnecessary repetitions.
• To maintain all agreed quality standards to ensure that customer's needs are met all the time & that continued efforts are made to exceed their expectations.
• Decision making as per the Department Operating Instructions and within the timeliness and accuracy standards specified.
• Continuous improvement in productivity to the standards prescribed for the processes from time to time.
• Carry out ad-hoc responsibilities set by respective Team Leader / Managers from time to time.
• Compliance with all applicable rules/regulations of company and Group Policies.
• To take necessary tests and training as per Group and Company Requirements.
• To deliver first class service and efficiency whilst minimizing risk.
• To work with the team and Line Manager to meet and exceed service standards.
• Sensitivity to customer complaints and implementation of complaint recording, tracking and closure mechanism.
• Ensuring first class service delivery by GBS Corporate Services to all designated client segments & stakeholders.
• To ensure all processes are complied with relevant Group Policy & Procedures and decision making as per agreed Service levels and Department Operating Instructions.

Strategy

• Maintain a professional SCB image through all interactions with clients.
• Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
• To continuously build and manage training modules/schedules for training of new joiners and refresher trainings for existing staff on technical knowledge and client centricity.
• To maintain all agreed quality standards to ensure that customer's needs are met all the time & that continued efforts are made to exceed their expectations.

Business

• Provide the highest standard of Client Services 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.
• To ensure that administrative control procedures are followed by staff under supervision and escalate as per procedure.
• Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head.

Processes

• Process improvement impacting customer service areas.
• Research and investigation.
• Root cause analysis with clients and support teams.
• Preparation of customer information, reporting for management and customers & analysis of VOC’s.
• Process improvement impacting customer service areas.
• To ensure all MIS and reports pertaining to Corporate.
• To verify & authorize responses to external clients as applicable.
• To monitor open enquiries/complaints and ensure timely resolution of the same.
• Continuous improvement in productivity and Accuracy to the standards prescribed for the processes from time to time.
• To Train the team members and the new staff joining the team.
• To manage the team resources to optimize effectiveness and performance levels, recommending training and development.
• Carry out ad-hoc responsibilities set by the Unit Head from time to time.
• To work on improvement of productivity and standardize the process from time to time to meet the necessary regulation/procedures/guidelines prescribed by Company/Group from time to time.
• To handle monitor and review user creation/update/deletion and reconcile the user list as per the group standards.
• Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head.
• Generate all MIS reports required for the team.
• Analysing and reporting internal/external errors.

People & Talent
• To manage the team resources to optimize effectiveness and performance levels, recommending training and development plans.
• Shoulder people management responsibilities covering hiring, training, objective setting, performance management, retention, succession planning, rewards & compensation recommendations, capability review and developmental plans, job rotation and career aspirations.
• Upholding the values and code of conduct of the Group and Company always. To ensure adherence to Group Code of Conduct by demonstrating role model leadership.
• Ensure a strong training infrastructure aimed at robust training and cross training of teams including newcomers and existing staff. Ensure the provision of ongoing training and development, ensure that direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• 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 all new staff completes the standard induction programme and mandatory e-learning.
• Employ, engage and retain high quality people and Succession Planning.

Risk Management

• Ensure process for client identification is clearly embedded.
• Ensure that all control reconciliation activities are conducted in a timely and accurate manner.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
• Comply with all applicable rules/regulations of company and Group Policies.
• To take necessary tests and training as per Group and Company Requirements.
• To perform Disaster recovery test and BCP test from time to time.
• To execute Business Continuity Plan and Disaster Recovery Plan.

Governance

• Have close working association with all stakeholders in ensuring delivery of common goals.
• To ensure that administrative control procedures are followed by staff under supervision and highlight issues on a timely manner to senior management, with regular updates on actions taken.
• Exercise authorities delegated by the Management.
• Embed the Group’s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees’ form part of the culture.

• English language proficiency (written and oral)
• Problem Solving Skill
• Customer Service Skill
• Complaint Handling Skill
• Coaching Skill
• Resource Planning and Management
• People Managing Skill

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.

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.