PREFERRED SERVICE MANAGER
Job ID: 298210
Job Function: Consumer Banking
Location: Kenya - SCB
Full/ Part Time: Full - Time
Regular/ Temporary: Permanent
Job Description
To champion and maintain an ongoing relationship with customers, motivating the team to provide
exceptional service and ensuring positive customer experience within the Branch for all preferred
customers
To maintain compliance excellence in accordance with the existing operational risk management
framework relating to service and linkages with other branch roles
Key Roles and Responsibilities
Service Management
• Handle all customer correspondence
• Interact with customers individually in order to respond to service requirements, address queries on
the different products and services; and advice customers accordingly
• Process excess requests for all non borrowing customers
• Authorize account closing documentation
• Issue certificate of balances, audit reports and opinion letters
• Attending to court orders and other legal and regulatory issues
• Process claims on deceased and other restricted accounts
• Follow up suspected fraudulent transaction (Disputed debit or blocked funds)
• Stop payments
• Static Data amendments
• Customer signature/ mandate changes/ updates
• Receive ADC applications
• Customer Feedback
• Excess Requests
• QAOS
Floor Management
• Authorize: Fixed deposit transactions, utility bill payment application, e-statements applications, mbanking
applications, agent card applications, internal entries, standing orders, third party
cheques and other cheques above teller limits, application of new and replacement of Debit
Cards, counter cheques, system referrals (e.g. card updates)
Customer Complaint Management
• Lead service training and service storming sessions in the branch
• Implement and track standards of performance of key service performance indicators for the
branch
• Ensure effective coordination of service related issues/ initiatives between branch and other stake
holders
Controls
• Ensure daily checking of reconciliations at CEO’s desk is performed
• Reporting of suspicious transactions
• Ensure proper management of dormant accounts reactivation and uplifting of unclaimed balances
• Ensure that CDD guidelines and policies are complied with
• Perform customer call backs as per laid down guidelines
Qualification and Skills
• 2 - 4 years experience in branch banking/ sales roles/ direct customer management experience
• Candidate is expected to posses extensive customer contacts that qualifies for the Emerging and
Affluent Segment
• A self motivator who is keen on upgrading and improving personal knowledge and skills to meet
evolving job requirements
• Working knowledge of EBBS, EBRANCH
• Excellent Customer Relationship and interpersonal skills
• Highly developed networking and negotiation abilities
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which
embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong
business performance and competitive advantage. By building an inclusive culture, each employee can
develop a sense of belonging, and have the opportunity to maximize their potential.
To apply, please copy the link below as your web address:
https://cgportal.global.standardchartered.com/psc/hrms/EMPLOYEE/HRMS/c/HRS_HRS.HRS_APP_SCHJOB.GBL
VIRTUAL RELATIONSHIP MANAGER
Job ID: 298077
Job Function: Consumer Banking
Location: Kenya - SCB
Full/ Part Time: Full-Time
Regular/ Temporary: Permanent
Job Description
The Relationship Manager is primarily responsible for servicing and managing customer relationships under
the Preferred Banking program by engaging them, uncovering their needs and providing them with the
appropriate products, services and solutions from the entire range of the Consumer Banking suite.
The Relationship Manager is responsible to drive profitable revenue and volume growth from their
portfolio with a focus on deepening of existing customer relationships and cross sell thereby improving
market and customer share of wallet with the Bank.
The Virtual RMs will be required to engage customers remotely via telephone, email and any relevant
social media
Key Roles and Responsibilities
Relationship Management
• Manage and anticipate client requirements with a focus towards managing the existing base as
well as increase cross product holding per client
• Retain existing clients by growth of wallet with the bank through relationship management
activities
• Offer a consistent yet differentiated customer experience by leveraging the Customer Experience
platform to take ownership of all categories of customer service matters and transactions
• Resolve client queries without further escalation
Customer/ Business acquisition
Customer engagement, needs analysis and consultation
Risk management and control
Qualifications and Skills
•