Roles and Responsibility
Job Summary
• Service Manager - Pune for the Business Banking Unit.

Strategy
• Create a Service Culture and ensure a superior Service experience for our customers
• S2B Domain Knowledge is a must to facility Digitization
• Ensure Digitization - Migrate customers to online and automated platforms
• Effective Complaint and escalation Management
• Ensure Process Simplification and TAT adherence
• Achievement of the stated priorities

Business
• Servicing the BB /HVSB /ME for their end to end banking requirements.
• Ensure Digitization - Migrate customers to online and automated platforms (S2B, A2, Info-manager, E-alerts, E-statements etc)
• Ensure Process Simplification and TAT adherence.
• S2B Domain Knowledge is a must to facilitate Digitization

Processes
• Trade Processes: Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc. Communicate disposal instructions to Trade/ Payments units
• Non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updating, forex transactions, current account, lending accounts etc. Communicate disposal instructions to Trade/ Payments units
• S2B domain and process knowledge
• Increase scores of NPS and other customer satisfaction surveys
• Migrating customers to right channels for various trade/cash requirements
• Define seamless processes requiring minimal manual intervention
• Work closely with the Service delivery teams to ensure excellent service to the Corporates. Liaison with all internal units to ensure SLA / TAT's is maintained.
• Review service gaps and process to meet customer expectation.
• Handle Complaint/Escalation process

People & Talent
• Encourage team members to identify and drive opportunities to challenge status quo towards delivering the Bank's vision and priorities

Governance
• Ensure good audit ratings in all internal/external audits, Group Audits.
• Adherence to regulatory and internal guidelines
• AML/CDD guidelines along with Group code of conduct
• Ensure Audit awareness

Regulatory & Business Conduct
• 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 the [country / business unit / function/[team] 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.

Key stakeholders
• Sales team, CADM team, IMO, Payments team, Operations team, Products, Branch Banking, and others

Our Ideal Candidate
• Having a strong knowledge of Trade, S2B and prior working experience of servicing Business Banking customers
• Leadership qualities to lead a team and handle a region

Role Specific Technical Competencies
• Ms office and excel
• Stakeholder Management ,Leadership and Collaborative skills
• S2B knowledge
• Strong Trade knowledge

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge, and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:
• 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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