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Strategy

• Grow customer Digital Adoption penetration and Usage.

• To mirror Relationship managers as per assigned portfolio.

Business

• Ensure the on boarding of customers is happening seamlessly through service calls.

• To champion and maintain an ongoing relationship with customers, motivating the team to provide exceptional service and ensuring positive customer experience within the Centre.

• To mirror Relationship managers as per assigned portfolio.

• Cross-Sell Bank’s products and provide sales leads / referrals.

• Ensure client sign up of CIP forms.

  
  

Processes

• Ensure issuance of Visa infinite card and penetration.

• Interact with customers individually to respond to service requirements, address queries on the different products and services and advice customers accordingly.

• Customer Complaint management (CEMS) - end to end.

• Prepare and Scan: Client instructions and Wealth Management transactions.

  
  

People and Talent

• Participate in service training and service storming sessions in the centre.

  
  

Risk Management

• To maintain compliance excellence in accordance with the existing operational risk management framework relating to service and linkages with other centre roles.

Governance

• Implement and track Standards of Performance and Key Service Performance Indicators for the centre.

• Ensure effective coordination of service-related issues / initiatives between branch and other stake holders.

• Verify and authorize transactions posted by Branch Makers as per Delegated Authority.

• Ensure daily reconciliations of float at Service desk where applicable.

• Floor Management.

  
  

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.

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

• Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].

• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

• Key Stakeholders

• Externally

• Bank Customers

• Internally

• All Bank Units are required to handle the customer query