Client Service Manager Job Dar es Salaam at Standard Chartered Bank | Deadline 24th July, 2018

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Title: Client Service Manager - (1800018760)
Leading the way in International Banking. With more than 86,000 employees in 68 countries, and a 150-year history in some of the world's most dynamic markets, Standard Chartered is listed on the London and Hong Kong Stock Exchanges as well as the Bombay and National Stock Exchanges in India. See our history

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Mandates & activities
  • Develop and implement strategies
  • Collectively own “deliver fast, friendly and accurate service" within the Client Charter.
  • Spearhead strong service culture across the organization.
  • Contribute in Establish client experience performance standards / targets across Retail Clients
  • Provide strategic direction / key decisions relating to VOC, TCF, client experience, operational capability, and re-engineering / process improvement initiatives for Retail Clients
  • Be the process owner for Complaint Management – set standards and drive delivery
  • Embed Treating Clients Fairly (TCF) principles in organization culture and day-to-day business practices

Management & Execution
  • Manage Client Experience Group (CEG)
  • Champion NPS planning, VOC & VOFL - Lead the implementation of the actions arising thereof
  • Manage the complaint handling process and TCF effectively to meet all internal and external requirements
  • Design and deliver robust control environment in complaint management, TCF areas
  • Leverage dashboards to track, review and discuss operating performance challenges, service issues, mass errors, and capacity planning of the processes along the client delivery value chain. Set and agree appropriate action plan as required
  • Work with Segments, Product, Channel and relevant Functional Heads to support the design, implementation, and maintenance of optimized integrated servicing propositions that will enable enhance client experience

Skill requirements
  • Functional knowledge
  • Enhanced multi-product and Segment (Priority/ Personal/ Business) knowledge
  • Market and competition knowledge
  • Strong analytical skills
  • Financial and analytical skills
  • Program management skills

Leadership & People Management
  • Strong Inter-personal skills and ability to influence other functions
  • Strong Communication skills – oral, written & presentation
  • Career development and training
  • Risk & Governance
  • Knowledge of processes related to client acquisition, privacy, regulatory compliance, KYC, CDD
-Degree in business, 3 years experience in sales and banking.

Company: Standard Chartered Bank
Location: Dar Es Salaam, Tanzania
Career Level: Mid-Senior Level
Industries: Banking, Insurance, Financial Services
Schedule: Full-time
Employee Status: Permanent
Posting Date: 6/Jul/2018
Unposting Date: 21/Jul/2018
Apply now to join the Bank for those with big career ambitions.