Job Summary

Promote Credit Cards, Loan on Card, Personal loan, and any other products related to the Consumer, Private & Business Banking agenda to the target segments by Tele calling & following up consistently

Key Responsibilities

Strategy
•    Accelerate in areas where we have distinctive competitive advantage.
•    Eliminate residual drags on our returns.
•    Maintain discipline on costs and improve our productivity.
•    Disrupt through digital: we are big enough to be relevant to clients and partners yet nimble enough to innovate.
•    Awareness and strict compliance of all external, in-country regulations and other relevant laws.
•    Taking the ownership of coordinating Operational Risk (OR) and successfully implementing and managing OR within the units.
•    To undertake periodic checks on key controls to assess the proper functioning & adequacy of existing controls within the units.
•    Maintaining accuracy - customer instructions on inbound channel.
•    Act as OR coordinator for the relevant sections.

Business
•    Ensure all applications are checked, scanned, workflow uploaded, monitoring of return workflow and escalate the sales rework on a timely manner.
•    Ensure approved or rejected applications are being sent to the operations team.
•    Meet turnaround times as per the Service Level agreements and productivity standards.
•    Deal with queries, investigations, and complaints, work closely with team members, and propose improvements to procedure to improve processing efficiency/quality.
•    Assist to build a Supporting culture amongst staff in Onboarding by identifying internal and external customer requirements, cost control without compromising on quality of delivery, maintenance of compliance, regulatory guidelines, operating instructions etc
•    Network on behalf of the team (communicating back to team members) with internal customers, support units, counterparties to remove blockages, improve transaction flow, co-ordinate the implementation of change, and generally to facilitate the effective working of the team.
•    Ensure that proper procedures are in place to monitor the breaches to the agreed service standards.

•    Support the unit by installing the concept of both internal/external customers, maximize on service efficiency, and drive this process by establishing service level agreements with the operations and service functions and ensure delivery standards as per SLAs.
•    Check the accuracy of application and coordinate the processing with supporting departments when required.
•    Managing of online leads and maintaining the MIS.
•    Maintenance of vendor payment and stationary stock of unit.
•    Manage document archive process.
•    Maintain record of processed applications and related errors and submissions.
•    Providing accurate information for CST checks.
•    Maintain and sharing incentive related statistics.
•    Record maintenance of department administrative functions and assets.
•    Carry out spot checks and report as required.
•    Educate staff on errors and processing issues identified.

Processes
•    Assist to introduce and implement of proper processing procedures and controls to enhance the efficiency of the team, streamline processes and to avoid any risk, loss, and complaints.
•    Self-efficiency, productivity standards and track achievement to ensure that all operations carried out at Onboarding by adhering to internal & external policies and regulations by meeting the deadlines and service standards.
•    Ensure that all applications are processed / opened as per group policies / DOI. 
•    Support department administrative functions.
•    Provide accurate data to relevant authorities when required.
•    Knowledge of the Group Policies, Standards and Local Regulations which are applicable to the Voice & virtual.
•    Ability to balance between business development and controls. Understanding and offering practical solutions.

People & Talent
•    Ensure behaviour consistent with the Group’s vision and values.
•    Display team spirit, strengthening internal relationships with no conflicts.

Risk Management
•    Adhere to local and group compliance requirements within Onboarding.
•    Escalate all risks related to Onboarding.
•    Ensure all onboarding and other processes are processed within Group operational risk policy, procedure laid down in the DOI, and service standards established.
•    To ensure you remain alert to the risk of money laundering and assist in the bank's effort in combating it by adhering to the key principles in relation to identifying your customer, knowing your customer, reporting suspicions, safeguarding records, and not disclosing suspicions to customers.
•    Ensure all AML/KYC/CDD policies & procedures per group and the local regulator are adhered to as per sales procedures.
•    Ensure zero tolerance method for this aspect, within the Team/Unit. Report any breaches or suspicious persons/relationships to the Local L&C.
•    Ensure strict compliance with all internal guidelines issued at both group and country level pertaining to HR, L7C, Finance, Credit and Operational Risk, SQ, Training and certification.
•    Complete all e-learnings on time.
•    Ensure Client Due diligence is performed whenever onboarding a client.
•    Comply with all aspects of Code of Conduct.

Governance
•    Ensure compliance with the laws of the land, exercise local banking regulations, and build strong relationships with the CBSL.
•    Key stakeholders
•    Retail management team and branch management

Other Responsibilities
•    Work closely with IT to meet the operational requirements.
•    Support to maintain and test the Business Continuity Plan.
•    Maintain 6s standards within the unit.
•    Consistently deliver efficient services to all branches by meeting service level agreements.
•    Understand inherent risk in all processes and escalate where necessary.
•    Meeting service standards.
•    Support retrieving client centre & Telesales related call recordings.
•    Telesales & Pec Deferral form & outstanding items tracker check.
•    Telesales Pick up executive register checks.
•    Telesales Chub Key register checks.
•    Telesales & call centre Call Observation check
•    Weekly customer request sample check for call centre
•    Call monitoring as per the magic form.
•    Call centre/ Telesales & pec Manage password check.
•    Call Scripts check.
•    Call centre/Telesales & Pec Record retention check.
•    Telesales/call centre & Pec Staff access check
•    Telesales/call centre & Pec Control over hand over documents, JDs, and Das and other documents used by the unit.
•    Control over documents used by the unit.

•    Telesales/call centre & Pec Share Drive access check
•    Telesales /call centre & Pec MAR review
•    Telesales /call centre & Pec Org chart / Call tree
•    Call centre Monthly call requirement schedule.
•    Recorded lines down time confirmation email.
•    Call centre door Access report check.
•    Telesales & call centre ACR access report check
•    Group AARU report update.
•    Update MEMOs/Addendum/ DOI and other relevant documents.

Qualifications

•    Completion of Advanced Level examination.
•    Good communication skills.
•    Willing to work as a team.
•    Target driven and self-motivated individuals.
•    Experience in the relevant field will be an added advantage.

Skills and Experience

•    Addressing Customer Needs
•    Customer Interaction
•    Telesales
•    Cross-Selling
•    Effective Communications
•    Customer Support Policies, Standards and Procedures

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.