Client Services, FM Client Experience
Standard Chartered Bank
Frankfurt, Germany
vor 1 Tg.

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.

The Role Responsibilities

Purpose

  • Serve as a senior client service representative for Europe based clients + supporting UK client team
  • Monitor Client Service Germany daily workflows, acting as a support unit to SCB London + Europe Sales Desks.
  • Ensure a consistently high level of Customer Service is provided to Stakeholders and Clients.
  • Serve as a key point of escalation for all client escalations.
  • Serve as an internal subject matter expert for other client service staff
  • Enhance overall Client Experience / Client Service quality.
  • Strategy

    Fully understand the Financial Market Operations (FMO) business strategy and leadership expectations and how it supports the Bank’s overall strategy

    Provide oversight to the way queries are prioritised and handled for any Premium clients.

    Demonstrate sound and objective judgement when dealing with conflicts due to prioritisation.

    Drive process improvements on any daily processing or BAU tasks undertaken by FMO Clients Europe team or SCB Hubs.

    Identify processing / training gaps within FMO Clients Europe or Hubs and propose solutions to address.

    Manage complex client services scenariosUse extensive knowledge to identify process to resolveEnsure team is trained on the new or updated processes.

    Understand the local regulatory requirement;Understand the key regulatory reporting process.

    Daily Operations

    Key escalation point for Corporate and Investor clients.Supervise FMO Clients Europe daily WorkflowsEnsure all Client Queries and escalations are resolved swiftly.

    Ensure that all operational policies and process standards are followed and adhered to.Identification and recording of key Operational Risk Issues.

    Participation in the Operational Risk discussions as necessary.Daily monitoring and governance of BAU performed by the SCB processing hubs.

    Work effectively with FMO Clients Europe and hub teams to give the best possible service to SCB clients.Ensure that FMO Clients Europe and Hub BAU processing is completed in line with agreed Clients SLA expectations.

    Identification and recording of key Operational Risk issuesEnsure FMO Clients Europe actively capture Voice of Customer feedback, and follow-up on identified Action PointsMonitor GEMS service queues and follow through complaint case until proper closure.

    Participate in any relevant projects and strategic initiatives requiring Client Service team support.Promote SCB group digital channels.

    Given the German working laws and working week is MO-FR, this should be removed as a point. BCP plans are the basis for working in crisis scenariosAs an essential staff member, it is also required that the incumbent perform regular checks to ensure that his / her laptop is in working condition in the event that is required for work to be performed from home

    Compliance : It is the individual responsibility of every employee to maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures and to comply fully with those laws, regulations, AML(Anti Money Laundering) policies and Business Specific AML Policies and procedures.

    Our ideal candidate :

  • Extensive experience in financial markets service and banking industry
  • English and German speaking
  • German language : able to communicate with corporate clients in German + as well reading client communication relating to FM Operational queries;
  • Very good / Excellent behavioural manners / communication skills to deal with internal + external stakeholders
  • Knowledge of Financial Markets products / processes / operations.
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