Client Service Expert

5 days ago


Lahore, Punjab, Pakistan Standard Chartered Life and Careers Full time

We are seeking an experienced Client Service Expert to join our team at Standard Chartered Life and Careers. In this role, you will be responsible for delivering exceptional client service and experience by working closely with stakeholders across the value chain.

Key Responsibilities
  • Act as a service partner, collaborating with RMs, Product Sales, Operations, and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service.
  • E nsure uniform approach towards implementation of Global IMO Model and adherence to DOIs.
  • Deliver excellent service against agreed service standards, delivery standards, and minimal error rates through Automation and Streamlining.
  • Drive continuous improvement of operational efficiency and effectiveness of processes to increase consistency of systems and processes.
  • Perform end-to-end orchestration across all processes and services managed by IMO.
  • Engage clients throughout process, ensuring seamless delivery and client experience.
  • Own and drive execution of processes, working closely with stakeholders and value chain to deliver excellent client service, getting clients to ready-to-transact status as quickly as possible, across both simple and complex cases.
  • Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
  • Undertake ad-hoc duties when delegated by Line Manager and Country Head of IMO.
Key Stakeholders
  • Country IMO Head, Client Delivery Managers, and other Specialists, Makers, and Checkers.
  • Control Governance Managers and Specialists.
  • GBO Hub teams and In-country CET teams.
  • Account Opening Teams.
  • Front Office (RMs, CMs, CCMs).
  • Lending Documentation Unit.
  • Commodities Transaction Management Unit.
  • Business CRM.
  • Business Operational Risk Manager.
  • Transaction Banking (Trade, Security Services, and Cash Management) Implementation Managers.
  • Client Documentation and Control.
  • Credit Documentation CoE.
Qualifications
  • Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience.
  • Ability to positively engage and build rapport with clients.
  • Strong writing and presenting skills in English.
  • Problem solver; looks for solutions and finds ways to progress despite blockages.
  • Has a clear understanding of client needs being serviced.
  • Ability to work independently without direct supervision and able to cope with pressures from tight deadlines.
  • A team player with good interpersonal skills.


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