Admin, Banking & Finance,Marketing

Trade Client Service Manager at Standard Chartered Bank

Standard Chartered Bank – We’re an international bank, nimble enough to act, big enough for impact. For more than 160 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. As a leading international bank, we strive to help people and businesses prosper across Asia, Africa and the Middle East.

We are recruiting to fill the position below:

Job Title: Trade Client Service Manager

Job ID: 2300007681
Location: Victoria Island, Lagos
Job: Operations
Schedule: Full-time
Employee Status: Permanent

Job Summary

  • This role is responsible for delivering excellent client service and product advice for a select portfolio of Corporate, Commercial & Institutional Banking (CCIB) priority clients in all interactions for their transactional enquiries, complaints, and other service-related issues.
  • Acts as the in-country primary contact person for a portfolio of Priority clients and internal staff for advice, enquiries, complaints, and any other service issues
  • Build strong relationship and rapport with clients at the transactional and operational level
  • Deliver excellent service against agreed service standards
  • Identify opportunities for increasing clients’ product utilisation, smoother operations and optimising channel usage through analysis of client data, proactive transaction monitoring using available tools
  • Deliver product / channel training and advisory
  • As a service partner, work together with Relationship Managers, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients


  • Awareness and understanding of the Group’s business strategy and model appropriate to the role.


  • Awareness and understanding of the Trade Services, economic and market environment in which the Group operates


  • Provide the highest standard of client service in response to client enquiries and complaints, to create improved, lasting relationships with our clients
  • 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
  • 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
  • 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
  • Lead periodic Service Reviews for Premier clients
  • Review service performance with the clients and generate ways to continuously improve service standards
  • Provide pro-active client updates
  • Make proactive calls to clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.

People & Talent:

  • Complete all e learning assigned to you
  • Attend all Service trainings you are invited to.

Risk Management:

  • Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling
  • Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
  • Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulation.


  • Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct:

  • Display exemplary conduct and live by the Group’s Values and Code of Conduct.
  • Support the Head, Trade Client Services to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • 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.

Our Ideal Candidate

  • Minimum of 2 years’ experience in Banking and or Service
  • Languages: English and/or local language skills as relevant to country requirements
  • Market Knowledge: Strong product / process knowledge (in at least one product area) of the business.
  • Client Knowledge: Knowledgeable in current and proposed client requirements in at least one product area. Current experience in active client management.
  • Collaboration skills: Excellent collaboration skills and ability to work effectively in a team especially with product operations partners.
  • Stakeholders / Clients: Highly experienced in engaging effectively with Business stakeholders, and Clients (from a service, not necessarily sales perspective).

Role Specific Technical Competencies:

  • Process Improvement
  • Understanding Customer Needs
  • Customer Service Management
  • Data Gathering and Analysis
  • Relationship Management.

Key stakeholders:

  • Respective Product Operations Team Leaders, and Operations Head in country
  • RMs & Business Managers
  • TB Product & Sales Managers
  • Head Client Experience, CCIB in country
  • Country CIO
  • GBS Product Operations Teams
  • Technology partners e.g. PSS.


  • Customers
  • Vendors
  • External consultants
  • Bank Audit / Accounting firms
  • Local and Regional Regulators.

Other Responsibilities:

  • Assist Head of Client Operations to achieve service improvement initiatives into making client journey simpler, faster, better.

How to Apply
Interested and qualified candidates should:
Click here to apply

Closing date: Not specified