Service Relationship Manager

Service Relationship Manager
Job Requirements

Education:

Bachelor's degree

Work experience:

5 years

Language skills:

English

Job Summary

Contract Type:

Full time

Qualifications

• University degree Or Diploma; Any Business field preferred
• Portuguese and English Language certification

Role Specific Technical Competencies

• Portuguese Language;
• English Language and
• Customer Experience Management

Responsibilities

Strategy

• Understand the banks strategy and operating commitments
• Transforming profitability in CPBB
• Working on the things that matter most to our strategy

Business

Direct Contribution to:

• Customer retention/loyalty.
• Contribute to the growth and achievement of branch portfolio.
• Achievement of enhanced service quality and performance standards.
• Enhanced control environment.
• Indirect Contribution to:
  • Overall profitability of the allocated portfolio.
  • Operational efficiency and service levels to clients.

Processes

• Continuously improve and innovate.
• Regularly conduct process check-ins and extract more efficiencies.
• Proactively bring up issues as well as possible solutions.
• Fully understand the impact of your decisions and actions

People & Talent

• Work better together by seeing more in others; embracing the diversity ideas from the team
• Collaboration - putting our heads together and working in true partnerships for best outcomes in pursuit of our goal to achieve higher Return on Tangible Equity (ROTE)
• Enlist help from colleagues or learnings that can help fill the knowledge and skills gaps

Risk Management

• The ability to identify any arising risks within the portfolio
• Ability to put in place appropriate controls and measures

Governance

• Awareness and understanding of the regulatory framework, in which the bank operates, and the requirements and expectations relevant to the role

Regulatory & Business Conduct

This is mandatory

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Kenya CPBB; Employee Banking Team to achieve the outcomes set out in the Bank's Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Employee Banking RM; EB Business Development Team; EB Portfolio Manager; Head Branch & Proximity Operations; Head of Branch Distribution, Channels & Employee Banking; Head of Personal Banking.

Other Responsibilities

• Origination; Client Service & Relationships; Client On boarding & Deal Execution; Account Management & Portfolio Quality