Service Excellence Manager

1 day ago


Lahore, Punjab, Pakistan Standard Chartered Full time
Key Responsibilities
  • Act as a service partner, working closely with RMs, Product Sales, Operations, and other internal stakeholders to solve client channel issues and identify opportunities for improved overall service.
  • Ensure a uniform approach to implementing the Global IMO Model and adherence to DOIs.
  • Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate.
  • Drive continuous improvement of operational efficiency and effectiveness of processes to increase consistency of systems and processes through automation and streamlining.
  • Perform end-to-end orchestration across all processes and services managed by IMO.
  • Engage clients throughout the process, ensuring seamless delivery and client experience.
  • Own and drive execution of processes, working closely with stakeholders and the value chain to deliver exceptional client service, getting clients ready to transact as quickly as possible, across both simple and complex cases.
  • Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate, and promote standard work and best practices.


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