Client Service Manager, Mortgages

Job Summary

• Promote & sustain the image of SCB as the driving premium provider of Mortgage Finance Services.
• Provide services to existing mortgage clients for their post disbursement services.
• Ensure and maintain efficient & effective service standards for customers.
• Work closely with mortgage sales team and relevant internal and external stakeholders.

Key Responsibilities

• Achieve the agreed service quality standards for Mortgage Loans by servicing the post-disbursement issues for existing customers.
• Actively focus on retention of mortgage clients and reprice clients in negative margins.
• Develop and maintain relationships with customers (both internal and external) for business generating opportunities.
• Be updated and able to provide key market information on processes and policies.
• Assist in the implementation of sales and marketing strategies.
• Assist in resolving specific default transactions upon request.
• Handle post disbursement service issues.
• Ensure total compliance with the laid down norms in terms of compliance, risk, credit policy, documentation, operational risk and Group or Regulatory control standards.

Internal Relationships with

• Department/Functional Heads, Managers, Support staff, cross-functional and network Managers, Country Money Laundering Officer to ensure business development and achieve business goals; Guidance and support in product/business partnerships; Risk and AML Management and ensuring service levels are met.

External Relationships with

• Customers, Bank PROs, Professional advisors (lawyers, accountants, etc. )

Strategy

• Meet the business objectives of country CPBB.
• Collaboration with key stakeholders to explore market opportunities.
• High level of critical thinking in cross-functional process assessment and problem solving.
• Contribute to Portfolio retention and growth, Portfolio health and service quality.
• Ensure Bank's ability to meet legal and regulatory obligations.
• Diligently ensure quality in service delivery, contribute to Operational health and Organizational health.

Business

• Attend and manage daily mortgage sales meeting and monthly pipeline.
• Be contact point for any issues related to mortgage broker empanelment/visits and commission payouts.
• Work closely with ML team and relevant stakeholders to solve any pending cases on system.
• Monitor daily SCBLR/SCBMR EIBOR rates report.
• Assign mortgage prospects to frontline Mortgage Specialists.

Processes

• Ensure adherence to all internal and external regulations.
• Embed Operational Risk monitoring as an integral part of the business process.

Risk Management

• Conduct CDD, MLP & TCF diligently.
• Zero tolerance on fraud and mis-selling.
• Provide assistance during reviews, e. g. Group Internal Audit, Shariah Reviews, Regulatory reviews, etc.
• Attend assigned training programs to acquire knowledge and apply it to the job function accordingly.
• Adhere to all relevant policies, guidelines and procedures. Comply with local regulatory requirements.
• Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.

Governance

• Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Good knowledge groups policies, standards, local regulations and legislations of the prevention of money laundering and adherence to group code of conduct.

Key stakeholders

Internal

• Mortgage Advisors and Specialists - Product Manager - Priority Banking
• Treasury - Wealth Management
• Unit Heads - Treasury
• Customer Service Manager - Branch Managers
• Country Money Laundering Prevention Officer.
• Legal - Compliance
• Client Experience
• Marketing
• Credit - Operations - Risk
• PDU
• PBU

External

• Clients
• Bank PROs

Skills and Experience

• Manage Conduct
• Manage Risk
• Manage People
• Spot Opportunities
• Solve Problems
• Guide
• Build Resilience

Qualifications

• University Graduate with a Bachelor's degree.
• Minimum 5 years' relevant experience in Banking and products.
• Strong communication.
• Networking ability to manage interdepartmental deliverables.
• Strong inter-personal skills and management ability, which encourages and promotes enthusiasm and team spirit.
• Computer literacy at the user level.
• Adapting to multi-cultural environment.

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. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• 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.

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• 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 standa.