Client Service Manager - NR

Ensuring high-quality customer service, ensuring internal and external compliance on NR operations, handling NR client escalations, and leading the service agenda across NR channels - NR Acquisition and NR HUB - involving process improvements and re-engineering.

Key Responsibilities:

• Assist Business NR Client Experience and Process Manager in coordinating, driving, and directing effective customer service excellence, seamless processes, service agenda, and audit-related actions across all NR Acquisition and NR Sky.

Business:

• Ensure timely resolution of NR complaints and end-to-end closure for escalation cases.
• Gather and prepare statistics for service quality and productivity indicators.

Processes:

• Ensure compliance with internal and external guidelines and ensure minimal audit findings.
• Find ways to improve operational efficiencies and cost-saving measures.
• Ensure a high level of accuracy in transaction processing within standard turnaround time to ensure client satisfaction.
• Monitor customer satisfaction survey ratings and net promoter scores from clients and ensure continuous improvement for better quality services.

People & Talent:

• Ensure adherence to laid down processes, facilitate first-time resolution, minimize rejections, and client escalations.
• Drive digital penetration and migrate client transactions to alternate delivery channels.
• Responsible for ensuring timely completion and follow-up of remediations across NR channels including RFI, TRR, PRR, HNW, PEP review, dispensation, hard hold cases, sigcap, and other CDD-related remediations undertaken from time to time.

Risk Management:

• Identify gaps and arrange training on process improvements and policies for NR service.

Governance:

• Ensure high-quality customer service, internal and external compliance on NR operations, handle NR client escalations, and lead the service agenda across NR channels - NR Acquisition and NR Sky - involving process improvements and re-engineering.

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. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines, and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.

Key Stakeholders:

• NR Segment / Wealth Management Unit
• Operations units
• Control functions