Senior Manager, Premier Service Manager

Job ID: 35461

Location: Ho Chi Minh, VN

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 28 Jul 2025

**RESPONSIBILITIES**

**Strategy**
**Client Service**
- Primary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
- Provide the highest standard of client service 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
- Work with internal stakeholders to provide end-to-end query resolution to client satisfaction
- Responsible for effective service recovery process through complaint logging and handling
- Maintain a professional SCB image through all interactions with clients
- Log 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 initiatives
- Proactively deliver service including but not limited to assigned Group of clients where appropriate.

Take responsibility of new assigned tasks as and when require
**Premier Service Management**
- Leverage on metrics and client insights to understand clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc
- Work closely with Segment Service Managers (SSMs) as product service specialist in country
- Participate in periodic Service Reviews for Premier clients
- Review service performance with the clients and generate ways to continuously improve service standards
- On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales and Segment Service Managers (SSMs) to sell our service capabilities and/or resolve clients’ operational and service issues
- Provide pro-active client updates
- Deliver product / channel training to clients
- Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business
- Build trusted partnerships with clients at the daily transactional / operational level
- Proactive 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 and SSMs

**Business**
- To understand and follow the Group and bank’ strategies applied to the role from time to time**Processes**
To have business mindset to understand customer’s need in daily operation so as to deliver perfect services**People & Talent**
- To follow the task assigned by Team Leader/CMO Head accurately and in a timely manner
- To provide feedback/initiative related to the daily works
- To self-study and enhance capability for readiness of taking other tasks

**Regulatory & Business Conduct**
- 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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key Stakeholders**
**Internal**
- CMO Managers/Officers on daily transactions and operational matters.
- Customer Service Group (CSG) and RB (BB, PFC) on daily transactions, enquiries and investigation.
- CSCU relating to investigation, nostro account‘s matter.
- Head of CIC Ops for guidance and matters out with your own discretionary authority
- IT Manager/Officers on system and other technical matters
- Production System Support (PSS) team on eBBS/DotOpal/STS/EOPS. incidents

**External**
- The Bank’s customers in respect of remittance if necessary.

**Other Responsibilities**
Embed Here for good and Group’s brand and values in CMO Vietnam; Perform other responsibilities assigned under Group, Country, Business or Functional policies and proceduresBanking Products and Services Development
Customer Interaction
Customer Service Management
Service Excellence**About Standard Chartered**
- We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. Y