Standard Chartered Bank Customer Service Jobs in Johannesburg
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Standard Chartered supports client businesses across Asia, the Middle East, and Africa by offering Cash Management and Trade services that combine ecosystem integration, Agile solutions, and API (application programming interface) capabilities. The Client Service Account Manager takes care of client relationships for complex, multi-market International Corporate clients.
These clients come from sectors like Industrial Services & Transportation, Energy & Natural Resources, Technology, Media & Telecom, Consumer Retail & Healthcare, Public Sector Development Organizations, and Commodity Trade & Agriculture. The Client Service Manager is fully responsible for service delivery across our Global Corporate client base.
Working without supervision as an individual contributor, this role represents the bank and champions the assigned client portfolio, gaining a deep understanding of clients’ businesses to build strong partnerships that connect them effectively to Standard Chartered, boosting the bank’s market reputation and supporting business growth.
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Key Responsibilities
- Collaborates with Sales and Relationship partners during the RFP/RFI process as a Service Specialist.
- Delivers on client business-as-usual needs, proactive engagements, projects, and initiatives.
- Embraces a learning mindset and solution-focused approach through continuous learning, process mapping, system navigation, and data analysis.
- Supports the digital adoption and project management agenda across all initiatives.
- Proficient in systems and online banking navigation and functionality, with strong expertise in operations, processes, risk management, client lifecycle support, and systems.
- Builds and nurtures strong client relationships throughout the implementation cycle, identifying additional cross-sell opportunities.
- Leverages client engagement to enhance service levels, coordinate with stakeholders, and maintain regular communication with project teams, clients, and internal partners.
- Collaborates with operations, risk, business, support hubs, service counterparts, and product teams.
- Provides user training and functional support on the Straight2Bank online banking platform, including new product navigation and payment file types.
- Drives improvements in internal and external processes to increase efficiency, such as transitioning from manual to electronic workflows, promoting digital and product adoption, system updates, and regulatory compliance.
- Leads key client change initiatives as project manager, facilitating calls and managing plans and roadmaps at country, regional, and team levels.
- Conducts in-depth country analyses to understand market environments and activities, aiming to enhance existing business, explore new opportunities, and leverage market changes for client and Standard Chartered benefit.
- Maintains comprehensive knowledge of clients’ business and operating models.
- Serves as senior escalation point for high-severity incidents, including critical payments like payroll and tax.
- Manages incidents with branches and clients, coordinating with Incident Management teams and affected markets.
- Advocates for clients globally, ensuring issues are resolved through project management and coordinated action with support teams, internal client groups, and product partners.
- Conducts regular service reviews and pulse checks to guarantee quality in query handling.
Qualifications and Experience
- 10 years of Financial Services Industry experience or similar work experience.
- Minimum of a degree, preferably within Finance
- Excellent communication to manage discussions at all levels.
- Innovative solution viewpoint/recommendations with understanding of clients' technical needs
- Problem-solver with excellent attention to detail
- Comprehensive Cash management products knowledge
- In-depth and broad technical understanding of end-to-end client and trade life cycles in cash management space
- Experience in leading critical transactional Support by facilitating resolution for complex transactions related issues and exception handling.
- Strong Experience in collaborating effectively with regional /global stakeholders across functions to come up with sustainable client centric solutions to resolve escalated issues or complaints.
- Experience in global stakeholder management – ability to influence stakeholders by efficiently explaining service requirements and demonstrating impact of client service as a key competitive driver.
- Ability to collaborate as a team and contribute effectively to proactive service initiatives locally such as Client Service Plans in a coordinated fashion with Relationship Managers and Global Account Managers.
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Skills
- Manage Conduct
- Business - Products and Processes
- Stakeholder Management
- Strategic Thinking
- Business - Business Partnering
- Business – Process Management
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