Analyst, Cash Client Service Standard Chartered India

About Standard Chartered India

Job Description

The role is responsible for delivering excellent client service and product advice (CASH) for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) Premier clients in all interactions for their post transactional enquiries, complaints, and other service-related issues. You will act as the primary contact person in-country for a portfolio of Premier clients, providing professional advice, resolving discrepancies, and handling transactional errors. Building strong relationships and rapport with clients at the transactional and operational level is crucial. You will be delivering services against agreed standards, identifying opportunities for increasing product utilization and optimizing channel usage through client data analysis, proactive transaction monitoring, and providing product/channel training and advisory services. As the primary point of contact for a portfolio of Premier clients, you will be responsible for providing professional advice, handling enquiries, complaints, resolving discrepancies, and errors in transactions. Your focus will be on delivering the highest standard of client service to build lasting relationships with clients. Working closely with internal stakeholders, you will ensure end-to-end query resolution to client satisfaction, meeting client SLAs, and handling effective service recovery processes through complaint logging and resolution. You will leverage on metrics and client insights to understand Premier clients" needs and identify opportunities for improving service, product solutions, utilization, channel optimization, up-selling, and cross-selling. Monitoring client transactions and intervening when necessary, collaborating with various units and clients to ensure timely processing. Regularly participating in Service Reviews for Premier clients, reviewing service performance, attending sales calls, providing proactive client updates, and delivering product/channel training. Proactively managing client complaints and incidents, collaborating closely with internal stakeholders for resolution and providing regular updates to clients. Identify and assist in the implementation of service and efficiency improvement initiatives, facilitate transfer of best practices, and drive change based on analysis within the Cash Service team. Comply with Operational Risk Framework for client service processes, money laundering prevention procedures, and adhere to policies and compliance requirements. Responsible for the effective delivery of key components of Service management for the Pan India Cash Service team. You will work closely with external clients, Product Operations Team Leaders, RMs, Business Managers, TB Product & Sales Managers, Segment Service Managers, Head Client Experience, Country CIO, GBS Product Operations Teams, and Technology partners. The role requires strong analytical skills, metric management, change management based on analysis, good knowledge of Cash product/processes, organization, attention to detail, effective communication, problem-solving skills, ability to manage risks, work under pressure, and deliver client-focused service. Qualifications: - Graduate/Postgraduate - Exceptional communication skills (Written and Verbal) - Preferred background in commerce - Experience in a similar service role/banking knowledge - Multitasking abilities and a fast learner About Standard Chartered: Standard Chartered is an international bank with a focus on making a positive difference for clients, communities, and employees. The bank values diversity, challenges the status quo, and seeks growth opportunities. If you are looking for a purpose-driven career in a bank that makes a difference, Standard Chartered is the place for you. The bank celebrates unique talents, advocates for inclusion, and values differences. We offer core bank funding for retirement savings, medical and life insurance, flexible and voluntary benefits, annual leave, parental/maternity leave, sabbatical, and volunteering leave. Our flexible working options support a balance between home and office locations. We provide proactive wellbeing support, continuous learning opportunities, and an inclusive and values-driven work environment.,