Job Description

RESPONSIBILITIES

Strategy - Awareness and understanding of the Group\xe2\x80\x99s business strategy and model appropriate to the role

Business - Awareness and understanding of the client care centre inbound role and the impact of economic and market environment in which the Group operates

Processes

• To perform service operations activities that supplements to the frontend request placed by the client
• To manage the generic mailbox of the bank and other activities like client CEMS request checker.
• To perform survey calling activity and update MIS appropriately
• To maintain records/MIS of the types of error and the issues and all complaints handled.
• Adhere to Key deliverables with focus on
• Productivity Benchmark
• Process accuracy
• Request resolution within SLA

People & Talent

• Identify at least 1 successor for all critical roles that one handles and all reports/MIS that one sends
• Environment/sustainability
• Work jointly with team and all Units towards achievement of Organizational Objectives
• Unplanned offs

3 in the year * Complete assigned requests within TAT

Customer Experience& Productivity:

• Ensure the stake holder mails are reverted within target turnaround time
• Ensure TAT is adhered as per pre-agreed SLA on Requests/Complaints/TL Calls/Static data calls/KYP/Emails handling/CEMS and Non CEMS activities/ VOC, any adhoc requirement.
• Minimum productivity of 90% to be achieved
• Process Improvements & RCA
• Flexibility

Risk Management

• The ability to interpret the Call drivers, identify key issues based on this information and put in place appropriate controls and measures

Governance

• Responsible for assessing the effectiveness and deliver effective governance, oversight, if necessary, oversee changes in these areas;
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles

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

• Graduate

Role Specific Technical Competencies

• Client Management \xe2\x80\x93 On calls

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.

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Standard Chartered