• Responsible for serving as primary contact person for Premier & Core clients and internal stakeholders for investigation of client enquiries, complaints, etc.
• Deliver service excellence and contribute to the team effort in achieving agreed service standards
• As a service partner, work together with RMs, Sales, TBSM, Operations and other key internal stakeholders to solve client issues, and deliver service excellence to the clients
• Build relationship with key clients at the transaction/operation level

• Provide excellent service to set of key clients through assisting their day today inquiries related to our channel Straight2bank.
• Investigating and solving client’s day today problem on other cash related enquiries, which may be complex or long-standing problems.
• Monitoring all incoming enquiry both from email & calls on day to day basis.
• Maintain and responsible in client satisfaction by providing resolution and fully ownership on the issue received by Client Service.
• Maximizes client operational performance by providing good quality of guidance and/or technical advice and escalate the resolution to the correct parties.
• Achieves client service objectives by contributing client service information and recommendations.
• Reviews and identify client service trend and determine improvements that may develop.
• Improves client service quality results by studying, evaluating on the current process.
• Support in any project within Client Service to achieve targeted requirements
• Provide support to business by providing excellent services to key clients
• Perform other responsibilities assigned under Unit/Country, Business or Functional policies and procedure.
• Perform simple analysis on the KPI & MIS for Client Service report.
• Maintain, review and/or create new process notes or SLA related to Client Service new process.

• Great Client Service excellent.
• Zero Client complaint.
• Low abandon calls.
• Reduce potential manual enquiry from client & more client self-service.

• Implement policies and procedures with guidance from Country/Group policies and procedures for Operations.
• Ensure operational disciplines such as basic requirements are well embedded, measured and tracked
• Ensure AML and sanctions activities are carried out at Operations as detailed in the various group guidelines
• Drive continuous improvements in Productivity and Cost Efficiencies
• Take accountabilities for all services supported by internal and external service providers
• Streamline and digitize end-to-end processes to reduce manual hand-off, reduce risk and improve client/customer service collaborating with Business.
• Ensure high security and protection of the Bank’s, Client information.

• Develop and embed a high-performance culture and organisational mindset to drive continuous improvement to Technology and Operations services.
• Lead through example and build the appropriate culture and values.
• Own personal development i.e., open to propose required training to help perform daily job to the best standard possible. At the same time also open for training suggestion suggested within Country or as well as required by the Group.

• Act quickly and decisively when any risk and control weakness become apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.
• As required, act as the first line risk owner under the Group’s risk management framework at the appropriate level, e.g., Country.
• Ensure all necessary external legal and regulatory controls are in place from initial migration through service provisioning for Technology & Operations.
• Assist for business continuity planning for the country is in place.
• Ensure risks associated with acquisition and integration activities are well documented and addressed

• Support the Head, Operations and Countries to implement group policies and procedures in the country.
• Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements.
• Take personal responsibility for understanding the risk and compliance requirements of the role. Understand and comply with, in letter and spirit, all applicable laws and regulations, including those governing anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters. 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.

• Clients
• Local regulators and other government departments/officials
• Transaction Banking (Country)
• Corporate & Institutional Banking (Country)
• Operations (Country)
• TTO
• Regional/ Client Services Group Country Business Heads in Corporate & Institutional Banking

• Embed Here for good and Group’s brand and values.
• Perform other responsibilities assigned under Unit/Country, Business or Functional policies and procedure.

• Academic or Professional Education/Qualifications
• Basic Microsoft office (Word, excel & power point) is a must
• Effective interpersonal and communication skills
• Enjoys working for and serving others
• Proactive rather than reactive
• Able to apply questioning skills for in-dept analysis attitudes, situations, problems and priorities to determined optimum strategy on how to deal with them
• Pleasant disposition and able to control feelings that may create conflict

• Basic Knowledge: – good grasp of area being served for i.e., Cash, S2B and general banking knowledge.
• Business Strategy and Model: – able to demonstrate appropriate handling as per direction from the Group/Country direction
• Risk Management and Control: – ability to apply standard control required by the Group
• Financial Analysis and Control: – open to implement initiative to save cost/explore ways to do things better. On the next level, propose initiative for further exploration/execution
• Governance, Oversight and Controls: – Good grasp of policies and procedures

• 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Standard Chartered