Job Description

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Job Details
Senior Manager - Service Management

Requisition Number: 47848
Job Location: Mumbai, IND
Work Type: Office Working
Employment Type: Permanent
Posting Start Date: 27/01/2026
Posting End Date: 10/02/2026
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Key Responsibilities
CPBB Helpdesk is one point contact for all your service-related queries. Anything & Everything in the Branch service world. All Your queries will have solutions here.
This desk will help you in the following areas and any other area which is not covered below:

• All queries related with service request pertaining to addition of details in the existing account i.e., PAN, mobile no, email id etc.
• Any query related with change in existing account details like change of address, mobile no, email id etc.
• Solutions will be provided on how to Navigate / Use the existing software/systems used by the Bank
• Proper Guidance on whom to approach for what i.e., depending upon the query the individual will be guided to the right dept/person
• Providing Real Time Solutions to the branch teams for all the queries raised
• CPBB Helpdesk will have access to the expert's team and will be able to provide the best solutions in the shortest time
• Will provide guidance to the branch team on the approach to manage a particular issue
• Queries on Account opening, Cheque Book requests, stop payments etc., will find solution here
• Transaction related issues can find their solution at the Helpdesk
• Firsthand information on how to handle NR / FX transactions
• CPBB Helpdesk will also help branches in creating a WOW experience for clients
• Technology usage queries can be handled at this desk
• Guidance on complaint handling
• Helps in understanding documentation part for different activities
• Guidance on complex activities like deceased claim, court orders, different notices etc.
• Helpdesk will periodically provide to the management the trend in queries & provides support in fixing gaps in processes
• Feedback from SPOC will help the organization in taking measures to formulate appropriate policies
• Will act as a feeder for the Training Channel

• The Helpdesk will highlight, any issue which can be a potential complaint going forward, to the management thus helping to take a proactive corrective step
• Desk will highlight to the management any major risk which may arise in future thus helping in avoiding the same well in time.

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. 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.

Qualifications

• Person with 8-10 years of CPBB experience with at least 5-7 years at branch in Operations & Service
• Should possess good knowledge of laws relating to Banking Law & Practice
• Should be conversant with BCSBI, RBI guidelines on customer service
• Knowledge on how deal with different Attachment orders, Court orders etc., is must
• Should be aware of different software used by the bank
• Should know all the processes of the bank well & should be able to guide the branch teams anytime
• Documentation: Should be clear about the requirements of documents for processing different service requests
• Strong communication skills are must as the role demands interacting with different people & departments all the time
• Should be proactive in providing solution to the branch teams
• Will be acting as SPOC for branch ops & Service teams
• Should have good knowledge risks & controls systems of the bank
• Will support the management to fix the process gaps & identify any major risks which may arise in future
• Should be well versed with MS Office, particularly Excel and PowerPoint

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 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.

Information at a Glance
Standard Chartered 2025. All rights reserved.
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