Job Summary

The role involves supporting day-to-day departmental operations by maintaining accurate MIS records, preparing customer communications such as letters and SMS, and ensuring required controls and procedures are properly followed. The candidate will assist Relationship Managers and front-line teams with CASA booking, respond to internal and external customer enquiries or complaints confidently, and prepare daily, weekly, and monthly reports. The role also requires maintaining service standards, following local and group policies, complying with the Group Code of Conduct, and demonstrating the organisation’s values in everyday work. This is a time bound role and contract will be valid till 31 December 2026.

•  Maintain department MIS related to volume, inventory etc. 
• Prepare customer’s communication such as letters and SMS as applicable.
• Maintain all required controls and procedures.
• Ensure that the established service standards are met.
• Provide administrative support to Relationship Managers/Frontliners on Current Account Savings Account (CASA) booking.
• Handle internal and external customer inquiries / complaints independently and confidently.
• Carry out daily, weekly, and monthly reporting.
• Adhere to local and group regulations/policies, and group code of conduct.

Key Responsibilities

•    Processing Standards
•    Ensure that processing capabilities are geared up to achieve accuracy as per the service level standards and strive to exceed the standards focusing on superior service.
•    Operational efficiency
•    Ensure that the personnel of the unit are adhering to the procedures set in the operating manuals in order to achieve optimum efficiency in the conduct of their jobs. Handle exceptions from the norms and initiate corrective and preventive actions 
•    Inhouse Service Standards
•    Ensure that all queries related to routine activities are responded to within the time frames pre specified.
•    Escalation
•    Keep Supervisors and Head Liability advised of the exceptional occurrences, to enable appropriate action.
•    Compliance
•    Ensure that all laid down procedures, central bank regulation and key control standards are adequately followed.
•    Reporting
•    Keep respective Supervisor and Head Liability advised of the regular operations of the unit.
•    Client Due Diligence (CDD) and Anti Money Laundering
•    Ensure timely understanding and compliance with all the applicable regulations of the bank, group and country including money laundering prevention and CDD.
•    Out serve.
•    Embed a customer service culture through the departments out serve initiatives and participation in countries out serve initiatives.
•    Adhoc responsibilities
•    Carry out any special tasks or projects that may be required from time to time as assigned by Checkers of Liability Operations, following all the necessary regulations and guidelines.

•    Health and safety
•    Responsible for the health and safety aspects within your area of control. 
•    Cooperates with management to support and promote health and safety in the workplace. 
•    Ensure that own 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
•    To align role and delivery as per the bank's Wealth and Retail Banking (WRB) strategy. 

Business
•    Wealth and Retail Banking, Nepal 

Processes
•    Banking Operations Control Register, Job Related Local Regulatory processes.

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

Key stakeholders
•    Branch Managers, Branch Staffs, Relationship Managers, Client Care Centre, Client Experience, Technology, Compliance, etc.

Other Responsibilities
•    Embed Here for good and Group’s brand and values in Liability Operations. 

Role Specific Technical Competencies

•    MS Office
•    Communication
•    Collaborative working 
•    Proactive 
•    Adaptable 
•    Resilience 

Qualifications

Key requirements:
•    Gravitas and communication – to engage with Relationship Managers, Clients and Management alike can challenge in a constructive manner. 
•    Collaborative – to work in partnership with stakeholders to ‘get things done’, fulfilling the Job Purpose.

Qualification, Knowledge, and Skills 

•    Bachelors Degree in any relevant discipline
•    Strong communication skills 
•    Excellent attention to detail 
•    Able to manage a diverse workload, balancing priorities and meeting firm pre-agreed deadlines. 
•    Collaborative working 
•    A proactive and flexible approach to problem-solving 

Experience & Skills:

•    Knowledge of Anti Money Laundering.
•    Good team players with good communication, interpersonal skills, and problem-solving skills.
•    Knowledge of relevant Central Bank regulations.
•    Able to work under pressure, tight deadlines, and stressful environment. 
•    Ability to work with  minimum supervision.
•    Well organized, able to multi-task and balance competing demands.
•    Prior experience in leading a multi-cultural team in a Global organisation.
•    Familiar with latest Client Due Diligence and KYC procedures.
•    Knowledge of Retail Banking producrs 
•    Able to hold credible dialogue at all levels of the organisation, as well as with clients.
•    Proven capacity to work on own initiative and with little or no supervision. 
•    Experience of identifying and making suggestions for improvements to systems. 
•    Experience of working with IT and accounting systems.
•    Advanced Microsoft Excel skill. 
•    Moderate Microsoft Word and PowerPoint skills 
•    Knowledge of financial services industry desirable. 

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.
• Time-off including annual leave, parental/maternity (20 weeks) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• 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.