Correspondent Banking Service Manager Correspondent Banking Service Manager …

Standard Chartered Bank
in New York, NY, United States
Permanent, Full time
Be the first to apply
Competitive
Standard Chartered Bank
in New York, NY, United States
Permanent, Full time
Be the first to apply
Competitive
Standard Chartered Bank
Correspondent Banking Service Manager
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.



RESPONSIBILITIES:


Strategy:
• Provides world class services to high value Bank segment, Public Sector and New Payment Methods clients and seamless delivery of the bank's Correspondent Banking products and solutions in order to achieve high client satisfaction and loyalty.
• Responsible for the end-to-end service delivery of a portfolio of selected clients which begins from the first line call to closure of enquires/requests received. In addition, function as a service Relationship Manager to manage and enhance the end-to-end client experience. Act as an escalation point for all operational & service issues across the network.
• Provide value creation through client education and service solutions to help clients improve their operating efficiency.
• In addition, will act as the service partner, working with internal stakeholders ( CorrB Sales, Product Management, Operation, Channels and other key internal stakeholders) to develop the client service proposition during pre-sales stage and manage clients' service needs, identify opportunities and deliver the Bank's services post-successful mandate of the clients Correspondent Banking business.
• Ensure optimum service delivery via monitoring of transaction dashboard and proactively reviewing client data such as: transaction processing turn-around-time, escalation of service issues, transaction volumes, Straight-Through-Processing (STP) analysis, complaints and compliments.

Business:
1. Client service and experience:
• Build strong client relationships by providing excellent Customer Service for resolving Trade and Cash inquiries in real time, ensuring smooth delivery of Standard Chartered's cross border products and services.
• Attend to client issues promptly and effectively - taking help of colleagues in the network, conducting root cause analysis, suggesting workable / permanent solutions, escalating major issues to relevant stakeholders and following up with relevant teams to ensure case closure at the earliest.
• Identify opportunities to improve efficiency and performance of service delivery; leverage Voice of Client reviews to change service processes and optimize channel usage.
• Train clients to help them achieve superior operational performance - high STP rates, low operational risk, etc.
• Together with Sales, visit high volume /high enquiry client branches periodically to understand client issues and strengthen relationships at Operations levels.
• Review customer satisfaction surveys; participate in key improvement initiatives where necessary.
• Conduct Service Reviews for key clients and/or branches. List of clients and periodicity to be agreed with Sales Manager and signed off by Relationship Manager.
• Participate in Global RFPs as Service Specialist to discuss service solutions for clients
• Build stronger and stickier relationships through engagement at multiple levels with clients such as FI team, Treasury teams, Compliance team alongside operations team.
• Monitor and encourage customers to use the electronic platform such as Straight2bank
• Conduct periodic client trainings on various features of Straight2bank and other operational efficiency.


2. Opportunity identification / top-line growth:
• Conduct comprehensive service reviews with client Operations and Product staff - ensuring engagement at all levels of the client organization to drive product sales and cross-sell opportunities.
• Explore opportunities (as part of service reviews) and recommend specific product/services which can be offered to client, after analyzing customer data and /or stated requirements.
• Review client data and alerts for cash/trade volume changes, facility utilization and potential changes in service levels; track branch volumes and highlight volume dips/gains.
• Regularly interact with client/client branches that give us high volumes/business to help strengthen relationship.

Processes:
• In absence of Sales, manage their functions with respect to handling client calls, responding to their enquiry or providing information sought.
• Keep up to date with new product offerings/services and processes.
• Assist Sales to design, conduct and participate in client events for the market and region.
• In conjunction with other Sales team members and RMs, manage the RFI process to ensure client responses are accurate and complete.
• Promptly act on all compliance queries related to clients.
• Work closely with the FI/TB team on the completion of client KYC/CDD file following changes to correspondent banking CDD standards.
• Be aware of and fully compliant with the Correspondent Banking operational risk and governance framework
• Managing account opening process after T&C has been accepted by the clients. This includes coordinating between the FI/RM teams in the booking locations, operations team and managing client expectations. Other product implementations are also hand held by TBCM.
• Input client queries into GEMS tracker
• Build strong relationships with internal stakeholders especially - COBAM, Trade Operations, CMO, etc
• Manage complaints from start to resolution following steps outlined on Complaints Processing Guide
• Set up pricing changes and product implementations adhering to DOIs. Document all control and verification steps.


Risk Management:
• Be aware of and fully compliant with the Correspondent Banking operational risk and governance framework
• ORF (Operation Risk Framework) gaps addressed promptly and effectively
• Facilitate regular discussions on risk awareness, operation and risk control improvements, lessons learnt from incidents and identify best practices to strengthen teams' operational risk awareness and knowledge
• Uphold good conduct - ensure full compliance with regulations, policies, and procedures. Prevent data leakages, regulatory breaches caused by lack of knowledge and knowledge


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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

QUALIFICATIONS:
Experience/Knowledge:
• 2-3 years of comprehensive Correspondent Banking product/process knowledge, focused on Clearing, Trade Finance and Cash Management.
• Strong knowledge of global Financial Institution's cross-border operations and needs as well as the related local business environment.
• Basic Correspondent Banking operations experience.
• Sound knowledge and experience in relationship management with senior management personnel of clients.
• Ability to apply questioning skills for in-depth analysis of attitudes, situations, problems and priorities to determine optimum strategy on how to address them.
• Offer and apply differentiated service levels that suit the client, based on a structured analysis.
• Demonstrate sound judgement in exercising authority/delegation.


Profile:
• Fluent in English language
• Organised with attention to detail
• Client-focused and willing to go beyond expectations
• Ability to articulate well with all people at different levels
• Good analytical skills
• Ability to inspire trust and confidence in clients creating credibility
• Effective interpersonal and communication (including questioning) skills
• Track record of competence in service and relationship management
• Ability to exert influence over others to achieve objectives

Apply now to join the Bank for those with big career ambitions.
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