Ensuring high quality customer service for Self and Team, ensuring internal and external compliance on all NR transactions, handling difficult customer situations and leading the overall service agenda for NR HUB.
RESPONSIBILITIES
Strategy
Ensure high level of customer service and manage difficult customer situations.
Ensure resolution of all complaints received at NR PsB HUB.
Gather/prepare statistics for service quality and productivity indicators
Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs
Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better quality service
Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
Responsible for general reconciliation and control activities
Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
Contribute to NR PsB HUB performance through referrals, efficient customer service, effective operations controls
Operations and Compliance
Ensure satisfactory ratings in all internal/external audits.
Ensure compliance to all process notes and circulars issued from time to time.
Contribute to timely and accurate submission of all returns both internal and statutory for sales and service.
Undertake accurate and timely processing of all customer instructions as per applicable processes/ circulars.
Understand the Bank\xe2\x80\x99s mis-selling & sales policies as well as policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. Comply with the same, including highlighting any suspicious transactions as per guidelines.
Complete all requisite trainings on time
Cross Border & FEMA certified
Regulatory & Business Conduct
Display exemplary conduct and live by the Group\xe2\x80\x99s 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.
Lead to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Other Responsibilities
Embed Here for good and Group\xe2\x80\x99s brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)
Our Ideal Candidate
Must be a graduate. MBA\xe2\x80\x99s would be an advantage
Candidates having Sales experience of at-least 1 year in the Retail Banking Industry; NR background preferable not essential, Wealth acumen would be an advantage
Candidate having AMFI, IRDA (and other relevant certification) certification will be preferred
Good knowledge of the selected market and customer segments would be an advantage
Strong communication and negotiation skills with the ability to influence outcomes
Strong inter-personal skills, which encourages and promotes enthusiasm and team spirit
Regulatory & Business Conduct
Display exemplary conduct and live by the Group\xe2\x80\x99s 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.
Lead to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles:
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Must not do mis selling and follow group code of conduct in dealing with customer as well as colleagues.
Key Stakeholders
NR Segment/ Wealth Management Unit
Role Specific Technical Competencies
Customer Orientation
Relationship Management
Customer Service
Inter Personal Skills
Communication
Operation Management
About Standard Chartered
We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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
Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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, parental/maternity (20 weeks), sabbatical (12 weeks 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.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.