Client Service Manager, Priority
- Hanoi
- Permanent
- Full-time
- Providing good service quality / service standards
- ETB servicing
- Handle high-value clients' service issues and complex needs for Store walk-in Business Clients
- Assist Priority Banking clients with all service and transaction requests
- Assist Priority Bankers with any administrative support for updating KYC, monitoring and managing client's credit situation, migrating clients in and out of Priority
- Assist Priority Banking clients with fulfilment of sales, including all necessary documentation and paperwork
- Provide administrative support to Priority Bankers to deal with ongoing client service issues, onboarding of new clients/products, and ongoing monitoring processes
- Soft skills for client handling
- Stakeholder engagement skills
- Objection handling
- Client training on digital solutions
- Organized
- Knowledge of banks' processes and procedures
- Bank operation risks and processes.
- Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and CDD
- Participate in and/or support the Bank's effort in combating money-laundering activities
- Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates
- responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
- awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- responsible for delivering 'effective governance'; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
- 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.
- Lead to achieve the outcomes set out in the Bank's Conduct Principles
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Enhanced multi-product Priority knowledge
- Market and competition knowledge
- Soft skills for client handling
- Stakeholder engagement skills
- Objection handling
- Client training on digital solutions
- Organized
- Knowledge of banks' processes and procedures
- Bank operation risks and processes
- Ability to solve problems and close issues without handing over
- Priority KYC set up for client type
- Enhanced multi-product Priority knowledge
- Market and competition knowledge
- Good product knowledge/selling and service skills
- Needs-based relationship deepening skills
- Presentation and soft skills tailored to engaging Affluent Clients
- Soft skills for client handling
- Stakeholder engagement skills
- Objection handling
- Client training on digital solutions
- Organized
- Knowledge of banks' processes and procedures
- Bank operation risks and processes
- Ability to solve problems and close issues without handing over
- Priority KYC set up for client type
- Business Development
- Customer Service
- Collaboration
- 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
- Are 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 leave, parental/maternity (20 weeks), sabbatical (12 months 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.