Job Summary

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Key Responsibilities

•    Ensure high level of customer service and manage difficult customer situations.
•    Ensure resolution of all complaints received for branches through COMMAND.
•    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
•    Find ways to improve operational efficiency and control costs to meet cost budgets
•    Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time 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
•    Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
•    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
•    Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
•    Contribute to branch performance through referrals, efficient customer service, effective operations controls 
•    He/she is aware of bank’s Mis selling & Sales Policies and ensure adherence all the time.

•    Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
•    Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
•    Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
•    Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
•    Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
•    Encourage others to work in a healthy and safe manner
•    Report all accidents and incidents and bring to the attention of the management any hazard in the workplace

Strategy
•    Client Services: Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients. 
•    Facilitate a smooth working relationship of Front Office teams with support functions.
•    Business Controls: To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of clients and staff e.g., account irregularities and alert TL of the suspicious transactions on a timely basis. 
•    Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition and other risks; to conduct business at all times in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions/activity during and after client on-boarding process. 

Business
•    Work with relevant teams to enhance the control environment within the Front Office. 

Processes
•    Provide comprehensive client support services to TL / RMs in executing a broad range of banking and investment transactions for Private Banking clients. 
•    Provide concise and relevant information flow and execute all client transactional and administrative needs accurately and on a timely basis (information flow and client requests might include but not be limited to exchange rate requests, referral letters).          
•    Handle and resolve day-to-day queries from clients on transactional activity, operations, systems, account re-balancing processes etc. 
•    Support TL/RMs to complete sales documentation and related processes (e.g. client profiling / KYC diligence) and input such information together with deal information into data capture and / or transaction processing systems. Assist TL/RMs in preparing Business Credit Application, financial review documentation and other customer correspondence as and when required. Support TL/RMs in attending to and follow-up on customer service issues with clients and internal departments, and in all cases report and escalate customer complaints to management in accordance with established procedures. Failure to report and escalate complaints will result in disciplinary action.                
•    Handle and ensure clients’ documents and reporting comply with internal process standards. 
•    Ensure full awareness of and adherence to the policy and procedures e.g. credit policy and operation procedures.

People & Talent
•    Lead through example and build the appropriate culture and values.  
•    Develop professional skills of oneself, including training, license registrations, and deepening of “knowledge spikes” on specific topics by the CSM Team Leaders.   

Risk Management
•    Responsibility for identifying, assessing, monitoring, controlling and mitigating risks that may be posed by activities conducted by the RMs. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.

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.
•     Lead the Local Client Services Team to achieve the outcomes set out in the Bank’s Conduct Principles. Fair Outcomes for Clients, Effective Financial Markets, Financial Crime Compliance, The Right Environment.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
•    Relationship Managers and Team Leaders
•    Client Onboarding Managers

Other Responsibilities
•    Embed here for good and the Group’s brand and values.
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.i

Skills and Experience

•    Diligent & Punctual 
•    Knowledgeable about the role
•    Certified with relevant courses
•    Confident
•    Fluent in Language
•    Banking Exposure
•    Management Information Skills
•    Good Interpersonal Skills
•    Customer and Service Oriented 

Qualifications

•    Post Graduate, consistent academic career
•    Client servicing (2 to 5 years)
•    Able to pick up new concepts quickly
•    Excellent communication, interpersonal & relationship building skills
•    Banking knowledge
•    Good Interpersonal Skills

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.