Job Summary

•    The role supports the Bank’s branch digital service promotion and customer experience enhancement agenda by assisting customers at designated branches to understand and use the Bank’s digital tools and service channels. Through on-site guidance, basic operating support, and real-time customer assistance, the role helps strengthen customer adoption of digital services while supporting improvements in branch service efficiency and overall client experience.

Strategy

•    Support the branch digital service agenda and contribute to increasing customer awareness and usage of the Bank’s digital channels and related services.

Business

•    Provide on-site support to customers by introducing the Bank’s online banking, mobile banking, and related digital services, and by explaining key features, customer benefits, and basic operating steps to support service adoption and improve customer interaction quality.

Processes

•    Assist customers with application downloads, log-in, and basic functional navigation, provide on-site guidance and simple explanations, and capture common customer queries and feedback for subsequent review and optimisation by the branch or relevant project teams.

People & Talent

•    Work collaboratively with branch colleagues under appropriate supervision, demonstrate a positive service mindset and strong customer focus, and continue to build familiarity with the Bank’s digital service tools and customer interaction scenarios.

Risk Management

•    Activities must be performed in line with branch operating guidelines, internal service standards, and the defined scope of this role.

Governance

•    Perform duties under the guidance and supervision of branch management and in compliance with internal operating requirements, service standards, and management controls applicable to the role.
•    Capture and share common customer queries, on-site observations, and barriers to digital service usage to support the ongoing optimisation of branch service processes and digital service initiatives.

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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

•    Management and service colleagues at designated branches, Branch Service Optimisation (BSO), relevant project teams, and customers visiting the branch for banking services.

Other Responsibilities

•    In the discharge of this role, uphold Here for good and the Group’s brand, values, and Code of Conduct, and support other activities relevant to the role in line with Group, country, business, and functional policies and operating procedures, including customer guidance, support for digital service promotion, on-site feedback capture, and ad hoc administrative support.

Qualifications

•    Education     Undergraduate or postgraduate student currently enrolled at a recognised college, university, or equivalent institution.
•    Training     The role holder is required to complete induction and on-the-job training covering branch service support, digital service introduction,         customer guidance, and relevant internal operating requirements.
•    Languages     Strong Chinese communication skills are required. Basic English communication capability would be an advantage.
 
Skills and Experience

•    Customer Communication and Engagement
•    Understanding Customer Needs 
•    Digital Channel and Mobile Banking Support
•    Customer Service Policies, Standards and Procedures
•    Service Process Guidance and Escalation Awareness

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.