Job Description
Roles and Responsibility
Business
• Client service
• Ensuring quality service as customers expect
• Reduce the wait time and TAT for various service requests
• Providing right solutions to the customer
• End-to-end resolution of customer transactions/queries/complaints
• Effective management of customers services relating to trade and non trade activities
• Co–ordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
• Handling non trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
• Communicate disposal instructions to Trade/ Payments units
• Increase scores of NPS and other customer satisfaction surveys
• Develop strong internal escalation mechanisms
• Customer meetings and interactions
• Strong relationships with top customers through customer meetings
• Increase stickiness of the customers through continuous engagement through on-site / phone / email interactions
• Work along with business team to align services with business offerings
• Service delivery through other units
• To ensure strong service delivery through other units involved in the process chain such as Branch banking, Trade & payments desk, CRC, GSSC, IPC, CSG, Customer care unit etc
• Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
• Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
• Conduct monthly review meetings with other units such as Trade/payments/branch banking
• Customer complaints and resolution
• Effective handling of customer complaints
• Reporting of all complaints with CSG
• Root cause analysis (RCA) of complaints ensuring that issues are resolved and no other complaint is received for the same reason
• Effective management of customers queries/complaints relating to trade and non trade activities as mentioned above
Processes
• Ensure complete adherence to all processes for client transactions, including both Trade and non-trade.
• Complete adherence to all relevant policies relating to sanctions country transactions
Risk Management
• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees
Governance
• Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business
Business
• Client service
• Ensuring quality service as customers expect
• Reduce the wait time and TAT for various service requests
• Providing right solutions to the customer
• End-to-end resolution of customer transactions/queries/complaints
• Effective management of customers services relating to trade and non trade activities
• Co–ordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
• Handling non trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
• Communicate disposal instructions to Trade/ Payments units
• Increase scores of NPS and other customer satisfaction surveys
• Develop strong internal escalation mechanisms
• Customer meetings and interactions
• Strong relationships with top customers through customer meetings
• Increase stickiness of the customers through continuous engagement through on-site / phone / email interactions
• Work along with business team to align services with business offerings
• Service delivery through other units
• To ensure strong service delivery through other units involved in the process chain such as Branch banking, Trade & payments desk, CRC, GSSC, IPC, CSG, Customer care unit etc
• Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
• Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
• Conduct monthly review meetings with other units such as Trade/payments/branch banking
• Customer complaints and resolution
• Effective handling of customer complaints
• Reporting of all complaints with CSG
• Root cause analysis (RCA) of complaints ensuring that issues are resolved and no other complaint is received for the same reason
• Effective management of customers queries/complaints relating to trade and non trade activities as mentioned above
Processes
• Ensure complete adherence to all processes for client transactions, including both Trade and non-trade.
• Complete adherence to all relevant policies relating to sanctions country transactions
Risk Management
• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees
Governance
• Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business
💡 Quick Summary
Seeking a career-building opportunity? The lient Coverage Manager| ME | BB | | Number| 23000043+7| Standard Chartered position is now open for candidates interested in the Bank Jobs sector. This role in Kolkata offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
