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About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
GBS Client Service Manager must complete all required performance related reports required by the Bank - daily, weekly, monthly etc. Some of these reports required manual intervention in order to complete
Projecting transaction volume in order to ensure sufficient capacity exists to meet service requirement at an optimal efficiency
Acquiring the necessary human resources to meet the staffing needs of the operation - with referral & approval from The Bank before recruitment & hiring is carried out
Training staff to required skill and knowledge requirements, along with assistance from both Group CSG & UAE CSG as required.
GBS Client Service Manger must ensure all agents & team leader complete all mandatory learning (e-learning or otherwise) as required by WB
GBS Client Service Manager shall adhere to their Service Level & Metrics as detailed in the "CSG Metrics Guide"
GBS Client Service is responsible for metrics in relation to inbound calls & Emails - the metrics to be considered are as follows:-
First Call Resolution,
Grade of Service (Core)
Abandoned Calls (Core)
Enquiry TAT (Core)
Complaint TAT (Core)
Enquiry Satisfaction Survey,
Complaint Satisfaction Survey
To assist the team responsible for implementing change to achieve market leadership in customer service.
To manage the day-to-day delivery of Client Services, to deliver simply first class service and efficiency whilst minimizing risk
Responsible for ensuring high quality Client Services, serving clients and SCB staff for advice, enquiries, complaints, etc.
To work with the team and Line Manager team to meet and exceed service standards.
Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers. Migrate customer e Channel platforms
Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies and regulations.
Ensure adherence to policies including escalation and compliance requirements.
Ensure the team for all enquiries received are logged in the complaint management system and tracked until closure, adhering to the SLA set.
The Role Responsibilities
Delivery and Efficiency
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
Outserve & Service Management
Leverage on the VoC process to understand clients needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage
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.
Risk & Control
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.
Projects & Managerial Responsibilities
Assist in implementation of service improvement initiatives in Client Services centre and facilitate transfer of best practices
Make proactive calls on Key clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business.
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.
Our Ideal Candidate
Fluent Cantonese and English speaking compulsory
Mandarin typing/reading is preferred
Subject Matter Expert in Cash product/process or customer service experience (6-7 years' experience)
Organized and detail orientated
Computer literate with the ability to learn customer service software applications
Effective interpersonal and communication skills
Good questioning skills
Good analytical and problem solving skills
Able to recognize basic styles of customer behaviour and how to adapt each style to create positive 'chemistry'
Able to identify and manage both transactional and operational risks
Ability to work under pressure
Intermediate level product/processes knowledge
A genuine liking for people
Enjoy working for and serving others
Loves to solve problems
Ability to feel comfortable amongst strangers
A good listener
Make themselves understood when communicating with all kinds of people
Pleasant disposition and able to control feelings that may create conflict
Sensitivity towards people and ability to show compassion or empathy
High self-esteem and confidence level
Track record of competence
Proactive rather than reactive
A sense of belonging to a group of people or place
A general sense of trusting others
Strong social need
Lead by example, being the Right Partner
Able to provide professional advice on WB products and services
Able to analyze the clients' perspective in various situations and determine positive or negative behaviour for opportunities to gain agreement
Able to apply questioning skills for in-depth analysis attitudes, situations, problems and priorities to determined optimum strategy on how to deal with them
Freedom of Decision Making
Type of differentiated services that suits the client based on structured analytical process
Non-financial / financial compensation for service recovery purposes
Sound WB banking operations experience including channels an advantage
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our career pages .