Managing the customer service function and supporting all RMs/ frontline staff in the Priority Banking Centers.
Ensuring delivery of quality service to our affluent customers;
Ensuring smooth running of the day-to-day operation of the centre
Continuous improvement in operational efficiency;
Coaching and motivating service staff to achieve service excellence.
Key Roles & Responsibilities
Service and Service Quality
Manage service delivery by reviewing staff output to ensure adherence to specified service standards;
Embed the One and Done Service Promised to Priority Customers by ensuring that all customer service requests originating from the Priority Centre are handled/executed within the SLA time and confirmed back to customers daily.
Organize workflows and staff levels, coach/ train where necessary for improved performance;
Ensure Priority Banking reception counters are adequately manned at all times.
Support CRMs in attending to and follow-up on customer service issues with customers, and internal departments such as Credit, Operations & Trade, etc;
Handle Audit (both internal and external).
Resolve exceptional investigations and inquiries with other functions to ensure issues are resolved.
Ensure all Priority Processes are followed (viz., Credit Cards, Account opening etc.) as per laid down norms.
Supervise the overall operation of the centre; scrutinize daily transaction vouchers, interest rates schedules and computer reports; ensure all credit operations are within compliance
Facilitate sales, monitor service by keeping up-to-date data tracking and system inputs.
Handle all customer complaints and escalate through the system
To be in charge of cost reports
Ensure compliance
Monitor and work towards continuous improvement of Service Quality
Manage the key performance indicators at the highest level.
Have complete knowledge of Banking systems & processes
Present the unified service face of the Bank to the High Net Worth customer
Ensure ongoing self-development.
Business Focus
Generate Cross Sell business to achieve defined sales targets.
Deepen relationships with existing Priority Customers and prevent attrition to achieve increase in share of wallet and revenues.
Achieve “best in class” productivity in order to maximize the efficacy of the service process.
Relationship Management
Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
To manage the Priority Centre and maintain the ambience
Strive for increased customer satisfaction, to be measured from attrition and Quarterly CSS (Customer Satisfaction Survey) Data.
Actively manage the Customer contact strategy for all Priority portfolios within their centers through the direct reporting Service RMs.
Integration Management
Manage the customer transition with utmost sensitivity.
Qualifications & Skills
Experience in relevant relationship management experience or related relevant experience
•Effective understanding of client requirements and manage it without escalation.
•A University degree or equivalent
•3-5 years experience in a customer facing role.
•Ready and willing to go an extra mile for a customer
•Strong interpersonal and communication skills with ability to deal with people of all levels
•A team player with good initiatives & assertiveness
•A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements
How To Apply
Everything that matters to you in your career and in life, matters to us. Join us as a Relationship Manager and we’ll support you to get where you want to go, and to be more of the person you aspire to be.
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/bemore. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
Ensuring delivery of quality service to our affluent customers;
Ensuring smooth running of the day-to-day operation of the centre
Continuous improvement in operational efficiency;
Coaching and motivating service staff to achieve service excellence.
Key Roles & Responsibilities
Service and Service Quality
Manage service delivery by reviewing staff output to ensure adherence to specified service standards;
Embed the One and Done Service Promised to Priority Customers by ensuring that all customer service requests originating from the Priority Centre are handled/executed within the SLA time and confirmed back to customers daily.
Organize workflows and staff levels, coach/ train where necessary for improved performance;
Ensure Priority Banking reception counters are adequately manned at all times.
Support CRMs in attending to and follow-up on customer service issues with customers, and internal departments such as Credit, Operations & Trade, etc;
Handle Audit (both internal and external).
Resolve exceptional investigations and inquiries with other functions to ensure issues are resolved.
Ensure all Priority Processes are followed (viz., Credit Cards, Account opening etc.) as per laid down norms.
Supervise the overall operation of the centre; scrutinize daily transaction vouchers, interest rates schedules and computer reports; ensure all credit operations are within compliance
Facilitate sales, monitor service by keeping up-to-date data tracking and system inputs.
Handle all customer complaints and escalate through the system
To be in charge of cost reports
Ensure compliance
Monitor and work towards continuous improvement of Service Quality
Manage the key performance indicators at the highest level.
Have complete knowledge of Banking systems & processes
Present the unified service face of the Bank to the High Net Worth customer
Ensure ongoing self-development.
Business Focus
Generate Cross Sell business to achieve defined sales targets.
Deepen relationships with existing Priority Customers and prevent attrition to achieve increase in share of wallet and revenues.
Achieve “best in class” productivity in order to maximize the efficacy of the service process.
Relationship Management
Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
To manage the Priority Centre and maintain the ambience
Strive for increased customer satisfaction, to be measured from attrition and Quarterly CSS (Customer Satisfaction Survey) Data.
Actively manage the Customer contact strategy for all Priority portfolios within their centers through the direct reporting Service RMs.
Integration Management
Manage the customer transition with utmost sensitivity.
Qualifications & Skills
Experience in relevant relationship management experience or related relevant experience
•Effective understanding of client requirements and manage it without escalation.
•A University degree or equivalent
•3-5 years experience in a customer facing role.
•Ready and willing to go an extra mile for a customer
•Strong interpersonal and communication skills with ability to deal with people of all levels
•A team player with good initiatives & assertiveness
•A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements
How To Apply
Everything that matters to you in your career and in life, matters to us. Join us as a Relationship Manager and we’ll support you to get where you want to go, and to be more of the person you aspire to be.
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/bemore. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
Priority Service RM ,Standard Chartered Bank - Tanzania
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