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
•
1 - 2 years experience in branch banking/ sales roles/ direct customer management experience
would be helpful
• Candidate is expected to possess extensive customer contacts that qualifies for the Emerging and
Affluent Segment
• Superb relationship building skills
• Effective understanding of client requirements and manage it without escalation
• Strong interpersonal and communication skills with ability to deal with people of all levels
• A team player with good initiatives & assertiveness
• A self motivator who is keen on upgrading & improving personal knowledge & skills to meet
evolving job requirements
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
CUSTOMER SERVICE SUPPORT OFFICER
Job ID: 298208
Job Function: Consumer Banking
Location: Kenya - SCB
Full/ Part Time: Full-Time
Regular/ Temporary:
Job Description
• Support Front Office
• Complete transactions began at Front Office
• System Administration
Key Roles and Responsibilities
Operational
• System administration including distribution of Reports that are not On-Line
• Prompt log-in, follow up and escalation of System issues
• Prepare PAYE, VAT, Salary Schedules and forward to T & O
• Dispatch BOs to the Hub and file copies
• Dispatch MICR Cheques and to T & O
• Batch locally drawn Foreign Currency Cheques and forward to T & O
• Dispatch Teller Vouchers to CVVU
• Batch and scan OTTs, Card Applications, Static Data Amendments, Customer Instructions, Deals,
NCS etc to the Hub
• Validate Branch Static Data Postings- QAOS, and forward Account Opening Forms to SSC-Account
services
• Validate TC Issuance Reports against Purchasers agreements and forward to T & O. Maintain
Copies
• Maintain adequate levels of stationery
• Pass all Back-Office entries
• Retrieve DS 32 Statements/ Ondemand
• Co-custodian of the Cheque Deposit Box
• Prepare Certificates of Balance, Audit Reports for Wealth Customers per laid down procedures
• Compile branch returns-Leave, Staff Allowances, Absenteeism and Branch Expenses
• Review and authorize internal transactions per delegated authority matrix
• Authorise transactions requiring Supervisor Over-ride per delegated authority matrix
AML & CDD
Ensure that the Anti-Money Laundering requirements are followed as follows:
• Ensure all reasonable steps are taken to verify the identity of customers
• Retain adequate records of identification, account opening and transactions
• Make prompt reports of suspicious transactions (STR) and suspicious activities (SAR) using the right
internal channels
• Raise awareness of Anti-Money Laundering prevention by training all staff/ attending training
sessions
Any other duties as assigned by the Line Manager
Qualifications & Skills
• Advanced School Certificate, Banking or related qualifications at Diploma level with 2 - 3 years
banking experience/ Graduate
• Good understanding of transaction processing process flows and counter services guidelines
• Good understanding of the Bank’s products
• Good understanding of transaction processing process flows
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
RELATIONSHIP MANAGER - MEDIUM ENTERPRISES
Job ID: 297707
Job Function: Consumer Banking
Location: Kenya - SCB
Full/ Part Time: Full-Time
Regular/ Temporary: Permanent
Job Description
• The role holder is required to market and manage ME customer relationships through a pro-active
and consultative approach and detailed understanding of existing customers’ business (es) to
enhance profit and;
• Acquire profitable new customers for the ME Banking business through the creation, development
and maintenance of high advisory relationships, that includes effective consultative selling and
creative structuring of financial solutions (within segmentation boundaries)
Key Roles and Responsibilities
• Work directly with customers to deepen and secure new business relationships through the
analyses of needs and provision of products and services
• Tailor products creatively to meet individual customer needs
• Analyse and review quality of potential and existing business to ensure maximum profitability
• Manage credit quality standards through effective risk management according to the
Departmental Operating Instructions (DOI) and other SCB policies
• Maintain accurate and up-to-date records of all actual and attempted customer interactions
• Conduct customer meetings that have defined call objectives, desired outcomes and a wellconstructed
plan.
• Work in close partnership with Business Analysts and Credit Managers to ensure credit
applications for new and existing facilities are correctly prepared in accordance with DOI
• After consideration of individual case merits, recommend credits for approval by relevant
authorities
• Provide feedback to senior management, marketing and product management on customer’s needs
and the efficiency of marketing strategies and tactics
Qualification & Skills
• Graduate in Commerce, Economics or equivalent
• Knowledge in all major areas of Banking will be an added advantage (especially in Credit,
Corporate, Operations, Treasury, Security documentation, etc)
• Good negotiation skills
• Good knowledge and understanding of group processes to enable speedy resolution of service
issues
• Good team player
• Strong selling, interpersonal and networking skills
• Effective communication and presentation skills
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
TEAM LEADER-VIRTUAL RM
Job ID: 298076
Job Function: Consumer Banking
Location: Kenya - SCB
Full/ Part Time: Full-Time
Regular/ Temporary: Permanent
Job Description
The primary purpose of this role is in leading of Virtual Relationship Managers to achieve the sales team
targets through maximizing acquisition/ referral opportunities, deepening existing customer relationships
and delivering the specified service standards for the preferred segment.
Key Roles and Responsibilities
Business Performance
• Lead a team of Virtual relationship managers to achieve specified sales targets
• Supervise and coordinate the sales efforts of VRM promotional activities to meet new business and
customer acquisition
• Conduct staff meetings and provide support/ updates for sales campaigns and activities,
procedural changes, management directives
• Provide coaching and guidance on day to day portfolio management
• Implement a consistent and disciplined customer contact management strategy to support
relationship building and cross selling efforts
Relationship Management Standards and Performance
• Responsible for RM Capacity and productivity management
• Responsible for RM recruitment, training and development curriculum including certification,
empowerment rules, retention strategies, rewards and recognition programs and career paths
Compliance and Controls
• Ensure compliance with all regulations and controls as set by the Bank and external regulatory
authorities
• Responsible for achieving and maintaining a satisfactory audit rating
• Comply with all applicable money laundering prevention procedures and, in particular report any
suspicious activity to the Transaction Monitoring Unit
Qualifications & Skills
• 2 - 4 years experience in branch banking/ sales roles/ direct customer management experience
would be helpful
• Team leadership skills
• Candidate is expected to possess extensive customer contacts that qualifies for the Emerging and
Affluent Segment
• Superb relationship building skills
• Effective understanding of client requirements and manage it without escalation
• Strong interpersonal and communication skills with ability to deal with people of all levels
• A team player with good initiatives and assertiveness
• A self motivator who is keen on upgrading and improving personal knowledge and skills to meet
evolving job requirements
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