Service Manager SME, Biratnagar

Job Summary As the Service Manager SME in Biratnagar, you will play a critical role in managing and enhancing the experience of our small and medium enterprise clients. This position involves overseeing service delivery and ensuring that client needs are anticipated and met with professionalism, efficiency, and innovation. Your responsibilities will include collaborating closely with cross-functional teams, driving strategic initiatives to improve client satisfaction, and facilitating smooth business operations within the SME sector. Responsibilities 1. Booking New Business Maintain and expand the share of existing and new SME clients to grow the SME portfolio and boost SCBNL profitability. Engage new clients by activating their accounts, educating them on remote marketing for target segments, and managing customers referred through all channels, including walk-ins. Solicit new business via direct marketing to target segments and handle customers referred through all channels, including walk-ins. Increase deposits and risk asset bookings within the Business Client portfolio, aligned with the multiple product targets set at the year's start. Retain profitable existing customers by delivering exceptional customer service. Develop and implement customer strategies to identify and capitalize on new opportunities to deepen relationships. Enhance overall customer profitability by managing pricing strategies and cost-to-serve effectively. Regularly monitor unit and individual targets as outlined in the Performance Management Contract to ensure achievement 2. Relationship Management Engage current clients using analytics-driven leads, focusing on renewals, top-ups, and loan extensions. Efficiently manage and retain profitable customers through excellent service while identifying new business and cross-selling opportunities within the existing base. Conduct periodic reviews of accounts in compliance with CDD/AML/FATCA requirements and perform any additional reviews or updates as necessary. 3. Risk Management Manage credit risk effectively by accurately identifying and assessing risks in credit exposures, ensuring sound judgment. Source new loan applications following the Credit Approval Document and relevant policies. Comply with SCBNL/Group Credit Policies and NRB guidelines concerning approval, reporting, and documentation. Maintain vigilance for early signs of credit quality deterioration and take prompt corrective action. Coordinate with Central Operations for timely and accurate execution of security documentation and loan disbursal. Collaborate with the Recoveries Unit to minimize delinquencies and support recovery efforts as needed. Ensure adherence to anti-money laundering policies under Group standards and local regulations, consistently reviewing and enforcing controls. Implement necessary policy and control updates following changes in products, services, or systems to meet Group requirements on money laundering and CDD 4. Compliance Identify compliance risks within the business area. Support the Team Manager in managing departmental compliance risk and updating Group and Nepal Rastra Bank regulations as required. Our Ideal Candidate Strong administrative, marketing, and organizational skills. Excellent communication abilities. Proven teamwork, leadership, and resource management capabilities. Adaptable with a talent for managing change effectively. Efficient time management with a clear ability to prioritize tasks. Embodies, demonstrates, and promotes core values consistently. Skilled in customer relations and engagement. Experienced in developing and coaching team members. Minimum of Bachelors degree completed in any discipline Skills and Competencies Sharp analytical and communication skills. Solid understanding of sales and marketing principles. Capable of handling challenging external customers professionally, maintaining strong ethics, courtesy, persuasion, and negotiation skills. Effective leadership and administrative skills; patient with the ability to train and guide others under pressure, prioritize tasks, delegate efficiently, and make or advise on decisions. Exceptional organization, administration, and task coordination abilities. Self-motivated, able to work independently, delivering quality results on time. Strong networking skills with customers and internal/external referral contacts. Results-driven and efficient. Outstanding people management expertise. Excellent written and verbal communication skills, capable of communicating clearly both upward and downward within the organization. About Standard Chartered We are Standard Chartered, a distinguished international bank with a legacy extending over 170 years. Our strength lies in being agile while wielding global presence, enabling us to effect meaningful impact for clients, communities, and colleagues worldwide. Our purpose to drive commerce and prosperity thrives on leveraging our rich diversity and collective intelligence. We are committed to creating an inclusive workplace where difference is celebrated, and everyone feels empowered to contribute their authentic selves. Our guiding values include: Doing the right thing: Acting with integrity and holding ourselves accountable, always putting clients at the center. Never settlling: Continuously pushing ourselves towards innovation, simplicity, and excellence. Being better together: Fostering collaboration, inclusiveness, and long-term partnerships. By joining us, you become part of a purpose-led organisation committed to sustainable growth and making a positive difference in the world. What we offer Our comprehensive benefits package reflects our commitment to your well-being and professional growth: Competitive remuneration and financial security: We offer salary packages aligned with market standards alongside bank-funded retirement savings plans, medical coverage, and life insurance. Flexible and voluntary benefits allow you to customize your support in certain locations. Generous time-off policies: Our leave provisions include annual leave, extended parental/maternity leave up to 20 weeks, sabbaticals up to 12 months, and volunteering leave to engage with your community. Our minimum combined annual and public holidays total 30 days to ensure work-life balance. Flexible work arrangements: Scheduling options tailored to accommodate both home and office locations promote balance and productivity. Holistic wellbeing initiatives: Access digital wellbeing platforms like Unmind, resilience-building courses, an Employee Assistance Program, mental health first-aiders, and extensive self-help resources to support your mental and physical health. Continuous learning and development: We foster a culture of growth offering reskilling and upskilling opportunities through accessible physical, virtual, and digital learning platforms. Inclusive and values-driven culture: Our diverse workforce is respected and supported to reach full potential, empowering you to thrive personally and professionally. #J-18808-Ljbffr