Officer, Client Services Group
Job Function:
Technology & Operations
Regular/Temporary:
Permanent
Full/Part Time:
Full time
Experience/Knowledge Required:
• Must have minimum of 5 years work experience in Trade Operations and Channels management (CDCS certification preferred)
• Must hold a valid Degree from a recognized university
• Computer literate with the ability to learn customer service software applications
• Effective interpersonal and communication skills
• Good questioning, Analytical and problem solving skills
• Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’
• Able to identify and manage both transactional and operational risks
• Ability to work under pressure
• Advanced level product/processes knowledge
• Sound Corporate banking operations experience including channels an advantage
Skills/Behaviour Standards:
• Maintain a professional SCB image through all interactions with clients
• Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
Behaviour
• Living the SCB values and adhering to the Group code of conduct
Delivery and Efficiency
• Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
• Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
• Responsible for client satisfaction with service arrangements and delivery
• Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
• Work with internal stakeholders for service requirements, enquiries, and instructions
• Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels
Service Management:
• Manage end to end enquiries from Premierservice clients assigned to self and load balance where other team members may need assistance on volumes, if necessary.
• Leverage on the VoC process to understand clients needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage
• Review service performance with our clients and generate ways to continuously improve service level standards.
• On a selective basis, accompany C&I; as well as Commercial client RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues.
• Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.
• Assist in embedding a holistic service management process that includes service reviews, VOC analysis, call quality monitoring and assessment, call data (enquiries, complaints, feedback) analysis, errors and other service failures, etc.
• Prepare, analyze and obtain MIS/feedback on all key service standards and to constructively improve in all areas resolution time, call abandon rates, etc.
Risk & Control:
• Ensure process for client identification is clearly embedded. Check for adherence periodically to manage departmental operational risks
• Ensure KCSA process is embedded and regular checks are performed as required
• Ensure that all control reconciliation activities are conducted in a timely and accurate manner
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by visiting and selecting Careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Closing Dates
The closing date for applications is 19/06/2017. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.
Apply to Job
Technology & Operations
Regular/Temporary:
Permanent
Full/Part Time:
Full time
Experience/Knowledge Required:
• Must have minimum of 5 years work experience in Trade Operations and Channels management (CDCS certification preferred)
• Must hold a valid Degree from a recognized university
• Computer literate with the ability to learn customer service software applications
• Effective interpersonal and communication skills
• Good questioning, Analytical and problem solving skills
• Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’
• Able to identify and manage both transactional and operational risks
• Ability to work under pressure
• Advanced level product/processes knowledge
• Sound Corporate banking operations experience including channels an advantage
Skills/Behaviour Standards:
• Maintain a professional SCB image through all interactions with clients
• Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
Behaviour
• Living the SCB values and adhering to the Group code of conduct
Delivery and Efficiency
• Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
• Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
• Responsible for client satisfaction with service arrangements and delivery
• Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
• Work with internal stakeholders for service requirements, enquiries, and instructions
• Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels
Service Management:
• Manage end to end enquiries from Premierservice clients assigned to self and load balance where other team members may need assistance on volumes, if necessary.
• Leverage on the VoC process to understand clients needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage
• Review service performance with our clients and generate ways to continuously improve service level standards.
• On a selective basis, accompany C&I; as well as Commercial client RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues.
• Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.
• Assist in embedding a holistic service management process that includes service reviews, VOC analysis, call quality monitoring and assessment, call data (enquiries, complaints, feedback) analysis, errors and other service failures, etc.
• Prepare, analyze and obtain MIS/feedback on all key service standards and to constructively improve in all areas resolution time, call abandon rates, etc.
Risk & Control:
• Ensure process for client identification is clearly embedded. Check for adherence periodically to manage departmental operational risks
• Ensure KCSA process is embedded and regular checks are performed as required
• Ensure that all control reconciliation activities are conducted in a timely and accurate manner
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by visiting and selecting Careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Closing Dates
The closing date for applications is 19/06/2017. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.
Apply to Job