Corporate Banking Digital Channel Helpdesk Manager

• All S2B Technical (Channel) Enquiries, Request and Complaints are responded promptly via Inbound calls, email or Live chat and ensure the TAT is met in attending all the queries within cut off to be addressed the same day.

• Assisting customers with product setup by providing step by step guidance / instruction and resolving any technical issues they might experience.

• Following up with customers to ensure that reported technical difficulties have been resolved

• Troubleshooting, evaluating, and reporting any channel (S2b) errors, failures, or malfunctions to Technology and coordinating with them for a fix.

• Analyzing client feedback / Client data and advising management on areas of improvement

• Work together with other Technology teams to find solution to more multi-layered issues and ensuring that the client issue is fixed.

• Provide detailed information about the products and services offered to the customers.

• From time-to-time Conduct Training for clients on Online channel and its features

• The staff should be well equipped in preparing all required performance related reports required by the Bank - daily, weekly, monthly and so on.

• Projecting transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency

• Training staffs to required skill and knowledge requirements by upskill the junior staffs to manage the enquiries, requests, and complaints discretely

• The staff shall adhere to their Service Level & Metrics as detailed in the “CSG Metrics Guide”

• To assist the team responsible for implementing change to achieve market leadership in customer service.

• To guide the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency whilst minimizing risk

• To work with the team and Line Manager team to meet and exceed service standards.

• Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers.
• Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls and regularly review them to ensure they reflect changes in process, products, policies, and regulations.
• Ensure adherence to policies including escalation and compliance requirements.
• Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.

• 7-8 years of total experience, with at least 4 years in banking or financial services preferred.
• Proven mentorship experience coaching small teams (people leader for 4-5 staff).
• Good exposure to corporate clients and customer-facing roles (banking or non-banking; ASEAN experience is a plus).
• Hands-on experience in cash management and payment operations (e.g., corporate payments, collections, liquidity/cash management).
• Excellent communication skills; able to communicate confidently with senior/high-tier corporate clients.
• Good problem-solving skills and the ability to handle time-critical client issues.

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data centre
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Standard Chartered