Manager Customer Service at Standard Chartered Bank - Tanzania

To deliver simply first class customer service and advice to our Wholesale Banking clients in all interactions for transactional enquiries, complaints, and other service-related issues. 
-Responsible for serving as primary contact person for clients and SCB staff for advice, enquiries, complaints, etc.
-Deliver simply first class service against agreed service standards.
-As a Service Partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver the bank.
-Build relationships and rapport with key Platinum / Gold clients at the transactional / operational level. 

Key Roles & Responsibilities

Client Service
-Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
-Provide the highest standard of customer service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
-Responsible for client satisfaction with service arrangements and delivery
-Work with internal stakeholders for service requirements, enquiries, and instructions
-Responsible for effective service recovery process through complaint logging and handling 
-Maintain a professional SCB image through all interactions with clients
-Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities
Risk & Control
-Comply with the process for customer identification 
-Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
-Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

Operational Excellence
-Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice

Key Clients Service
-Participate in the annual account planning with the RM and agree account service plan for the client. 
-Deliver the service plan, including: 
-Participating in annual Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards
-On a selective basis, accompanying Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
-Leveraging on the VoC process and the relationship to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc.
-Making proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
-Build trusted partnerships with clients at the daily transactional 

Qualifications & Skills

-Organised and detail orientated 
-Computer literate with the ability to learn customer service software applications
-Effective interpersonal and communication skills
-Good questioning skills
-Good analytical and problem solving skills
-Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’
-Able to identify and manage both transactional and operational risks
-Ability to work under pressure
-Intermediate level product/processes knowledge
-Sound WB banking operations experience including channels an advantage

-A genuine liking for people
-Enjoy working for and serving others
-Loves to solve problems
-Ability to feel comfortable amongst strangers
-A good listener 
-Make themselves understood when communicating with all kinds of people
-Pleasant disposition and able to control feelings that may create conflict
-Sensitivity towards people and ability to show compassion or empathy
-High self-esteem and confidence level
-Proactive rather than reactive
-A sense of belonging to a group of people or place
-A general sense of trusting others
-Strong social need 

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