Strategy & Business – Primary Objective
* Build strong client relationships by providing excellent Customer Service for resolving Trade and Cash inquiries in real time, ensuring smooth delivery of Standard Chartered cross border products and services.
* Ensure that any post sales service issues identified are managed timely proactively.
* Train clients to help them achieve superior operational performance – high STP (Straight Thru Processing) rates, low operational risk, accurate and prompt SR7 queries etc.
* Engage more in Analytics to track client volumes/revenue
* Support Sales activity with day to day transactions within an assigned portfolio
* Provide monthly accurate volume / data analysis using internal and external data source on payments and trade flows to Sales team;
* Attend to client issues promptly and effectively – taking help of colleagues in the network, conducting root cause analysis, suggesting workable / permanent solutions, escalating major issues to relevant stakeholders and following up with relevant teams to ensure case closure at the earliest
* Build access at sales and operating level in the client shop, identify key influencers and develop solid and trusted relationship at operative level.
* Proactively engage with, and on in collaboration with Sales reviews any high volume /high enquiry clients periodically to understand client issues and strengthen relationships at Business and Operations levels.
* Conduct Service Reviews for key clients and/or branches.
* Engage with Sales when opportunities are identified (as part of service reviews) after analyzing customer data and /or stated requirements.
* Regularly Review client data and alerts for cash/trade volume changes, facility utilization and potential changes in service levels; track branch volumes and highlight volume dips/gains.
* Execute activities in line with sales pipeline and deal review policies.
Additional Responsibilities:
* In absence of Sales, manage their functions with respect to handling client calls, responding to their enquiry or providing information sought.
* Keep up to date with new product offerings/services and processes.
* Assist Sales to design, conduct and participate in client events for the market and region.
* In conjunction with other Sales team members and RMs, manage the payment referrals to ensure client responses are accurate and complete.
* Promptly act on all compliance queries related to clients.
* Managing account opening process after T&C has been accepted by the clients. This includes coordinating between the FI/RM teams in the booking locations, operations team and managing client expectations.
* Handle other product implementations as well
Processes
* Continuously improve the service processes and optimize e-channel and platform usage to generate efficiency
* Full understanding of the bank’s related systems.
* Archive and upload in the relevant system all operational issues raised, client’s feedback & solution proposed and necessary documentation.
* Input non-standard and complex client queries into the system
People and Talent
* Work closely with the Financial Institutions (FI) / Transaction Banking (TB) team on the completion of client KYC/CDD file following changes to correspondent banking CDD standards.
* Be aware of and fully compliant with the TB operational risk and governance framework
* Develop strong internal relationship with network and products colleagues.
Technical Compentencies
* Knowledge of Cash and Trade products
* Proven ability to independently identify, drive and deliver on opportunities.
* Structuring Solutions and ability to handle documentation.
* Strong credit understanding and experience
* Understanding of how to work effectively within a matrix / network organisation
* Ability to proactively identify client needs and create solutions to generate new to bank business.
* Ability to cultivate a network of relationships in the client with key influencers and senior decision makers to identify and win deals
Qualification
* Relevant years of banking experience;
* Strong executive impact and track record of new to bank sales success.
* Wants to be a trusted advisor – positions as the “go to” person for clients when they desire strategic TB input.
* Strong credibility with key stakeholders
* Sharp commercial focus, analytical mindset, consultative engagement style, innovative problem-solving approach, and strong achievement orientation.
* Ready to travel
Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.
Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.
In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.
Source: Job Posting - gulftalent.com
