Cash Service Manager

Role Overview

The Cash Service Manager is responsible for ensuring exceptional client service delivery to Corporate and Institutional Banking clients in handling their post-transactional inquiries, complaints, and service-related matters.

Key Duties and Responsibilities

• Respond promptly to daily client service requests, inquiries, and complaints, collaborating closely with Relationship Managers, Product, Sales, and Operations teams to resolve issues and enhance service experiences.
• Maintain and nurture strong relationships with premier clients, supporting the assigned Client Service Manager in portfolio management.
• Conduct service performance reviews and pulse checks with clients to identify areas for improvement and opportunities for upselling or cross-selling products and services.
• Lead service recovery initiatives by managing complaint logging and resolution processes effectively.
• Participate in sales discussions selectively to promote service capabilities and address client operational challenges.
• Facilitate proactive communication to boost facility usage and transaction volumes, identifying new business channels and referral opportunities.
• Manage the end-to-end coordination of processes and services delivered by the Cash Service Team, including documentation of all client interactions and setups in the GEMS system.
• Ensure compliance with internal controls, product policies, regulatory requirements, and anti-money laundering procedures, escalating compliance concerns as needed.
• Support digital platform operations, including Straight2Bank channel activations, client training, setup requests, and static data management to optimize channel utilization and client self-service adoption.
• Promote a cooperative team environment, assist in staff development through learning plans, and support the Head of Client Services in people management activities.
• Adhere strictly to the Operational Risk Framework, ensuring regulatory compliance, proper documentation handling, and reporting deviations when required.
• Assist Global Banking Services with processing tasks, query resolution, and client information gathering.

Qualifications & Experience

• Minimum 3 to 5 years' experience in banking or service operations.
• Strong attention to detail with a team-oriented approach and ownership mentality.
• Results-driven with a positive attitude, sustaining motivation and focus on client satisfaction.
• Excellent communication, influencing, negotiation, and interpersonal skills, effective in managing diverse internal and external stakeholders.
• Proven ability to build and maintain productive working relationships.
• Experience in contact center workforce management and leadership capabilities.
• Competence in navigating banking systems and partners to ensure timely completion of client requests.
• Capabilities in presenting ideas clearly in group environments and robust analytical and problem-solving skills.
• Client centric mindset with strong time management and ideation skills.

Education & Certifications

• Bachelor’s or University Degree required.
• Completion of relevant soft skills, technical, and mandatory group e-learning modules.
• Certification such as the Foundation of Banking Risk from the Global Association of Risk Professionals (GARP) is advantageous.
• Fluency in English and Arabic languages.

About the Employer

Standard Chartered is a global bank with a 170+ year history committed to making a positive impact in the communities and clients it serves. The bank encourages diversity, inclusion, integrity, innovation, and teamwork, all while delivering excellent client service and driving sustainable growth.

Benefits & Working Conditions

• Competitive salary aligned with the Fair Pay Charter.
• Core benefits including retirement savings, medical and life insurance, with optional flexible benefits in select locations.
• Generous leave policy including annual, parental (up to 20 weeks maternity), sabbatical up to 12 months, and volunteering leave.
• Flexible working arrangements tailored to home and office balance.
• Comprehensive wellbeing support via digital platforms, mental health resources, and continuous learning opportunities.
• Inclusive work environment that respects diversity and fosters personal and professional growth.