Job Summary

•    To handle generic SCB’s client enquiries (Call and/or emails) with care and as per the prescribed standards in place.

•    To handle corporate clients’ Channels (online banking) related enquiries.

•    Troubleshoot and resolve channels (online banking) issues and errors.

•    To handle documentation related queries for Channels (online banking).

•    To train commercial banking clients on Channels (online banking) - Login, Payment Creation and reporting etc

•    To co-ordinate with internal support teams and stake holder to solve online banking related issue.

•    To complete/resolve inquiries correctly the "first time" to avoid unnecessary repetitions.

•    To maintain all agreed quality standards to ensure that customer's needs are met all the time & that continued efforts are made to exceed their expectations.

•    Decision making as per the Department Operating Instructions and within the timeliness and accuracy standards specified.

•    Continuous improvement in productivity to the standards prescribed for the processes from time to time.

•    Carryout ad-hoc responsibilities set by respective Team Leader / Managers from time to time.

•    Compliance with all applicable rules/regulations of company and Group Policies.

•    To take necessary tests and training as per Group and Company Requirements.

•    To deliver first class service and efficiency whilst minimizing risk

•    To work with the team and Line Manager to meet and exceed service standards.

•    Sensitivity to customer complaints and implementation of complaint recording, tracking and closure mechanism.

•    Ensuring first class service delivery by GBS Corporate Services to all designated client segments & stakeholders.

•    To ensure all processes are complied with relevant Group Policy & Procedures and decision making as per agreed Service levels and Department Operating Instructions.

Qualifications

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.