北京招聘

Client ServicePrimary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errorsProvide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clientsResponsible for client satisfaction with service arrangements and deliveryWork with internal stakeholders to provide end-to-end query resolution to client satisfactionEnsure that client SLAs are metResponsible for effective service recovery process through complaint logging and handlingMaintain a professional SCB image through all interactions with clientsLog and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiativesPremier Service ManagementLeverage on metrics and client insights to understand Premier clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etcMonitor Premier client transactions using available tools and selectively intervene, coordinating with various units and clients to ensure that transactions are processed in a timely mannerWork closely with Front Office Teams/SSMs as product service specialist in countryParticipate in periodic Service Reviews for Premier clientsReview service performance with the clients and generate ways to continuously improve service standardsOn a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office Teams and SSMs to sell our service capabilities and/or resolve clients’ operational and service issuesProvide pro-active client updatesDeliver product / channel training to Premier clients within the portfolioMake proactive calls on Premier clients to improve the utilization level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the businessBuild trusted partnerships with clients at the daily transactional / operational levelProactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales, other Front Office Teams and SSMs.Risk & ControlComply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handlingComply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line ManagerAdhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulationsOperational ExcellenceIdentify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practiceConductEmbed the Group’s values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employeesUnderstand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of ConductKey RelationshipsExternal clientsRespective Product Operations Team Leaders, and Operations Head in countryRMs & Business ManagersTB Product & Sales ManagersSegment Service ManagersHead Client Experience, CCIB in countryCountry CIOGBS Product Operations Teams e.g. Premier Service Fulfillment TeamsTechnology partners e.g. PSS, Collective Intelligence & Command Centre

Apply now to join the Bank for those with big career ambitions.