Job Summary

Embed customer centric behavior in all transactional and operational delivery processes to ensure we build and maintain a differentiated service model that is perceived as consistently superior to competition, therein contributing to maximizing the profitability and market share for the Bank

Key Responsibilities

•    Ensure completion of survey calling within the agreed TAT for every process
•    Timely & accurate reporting of survey results to Country
•    Regular follow up with Country to ensure survey calling data files reach us within the agreed timelines
•    Schedule and Dialler diligence to be adhered
•    Handle all processes, as required & assigned to the team
•    Contribute significantly towards driving people & process efficiency by providing specific actionable insights through specific themes captured during survey calling
•    Highlight any unresolved issues to Business to ensure on-time service recovery
•    NIL client complaints or Stakeholder escalations
•    Focus on improving Client Experience by asking the right questions to capture the accurate VoC, thereby helping the Bank improve the services
•    Collaborate effectively with stakeholders to rationalise non-value adds & highlight lapses observed if any
•    Work on a self-development plan, enhance skillsets, utilize e-learnings available on diSCover platform (minimum 12hrs annually)
•    Effectively manage survey volumes, capture feedback diligently to make sure this helps with an appropriate analysis that can help coach frontline

Strategy
•    Awareness and understanding of WRB Client Experience – Client Research & Insights model and implementation of the same in the designated responsibility 

Business
•    Awareness and understanding of the segment that is to be handled and align the skills appropriately for the same.

Processes
•    Responsible for ensuring that the client engagement process via client surveys is appropriately executed

Risk Management
•    Responsible to ensure the right set of clients are
•    All responsibilities under the Risk Management Framework – both execution and supervisory – should be referenced, for example, Act as the [Process] risk control owner under the Group’s Risk Management Framework (including relevant Operational Risk Framework ownership for [Liquidity] risk. 

Governance
•    Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role . 

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 to achieve the outcomes set out in the Bank’s Conduct Principles 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Serve as a Director of the Board 
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key stakeholders
•    WRB Client Relationship UAE
•    WRB Voice and Virtual UAE
•    WRB Products & Segments UAE
•    WRB COO function UAE
•    WRB Branches UAE
•    WRB Complaints Management

Qualifications

•    Bachelor’s degree
•    Analytical skills 
•    Microsoft Office proficiency
•    Strong English communication

Skills and Experience

•    MS Word
•    MS Excel
•    MS Power point
•    Data entry and reporting
•    Banking product knowledge
•    Customer Service  

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.