Job Summary

Job Purpose
•    Customer Query Resolution: Responding to customer queries and complaints received via email, aiming for first-contact resolution (FCR).
•    SLA Management: Ensuring all assigned emails are answered within the bank's agreed turnaround time (TAT).
•    Process Compliance & Risk Management: Adhering to internal policies, quality norms, and regulatory guidelines (e.g., GDPR, data protection).
•    Handling Sensitive Data: Identifying non-financial transaction (NFTR) cases, such as card blocking, statement requests, or address updates, and escalating complex issues to appropriate departments.
•    Documentation & Accuracy: Maintaining 100% accuracy in data entry and capturing all customer interactions in the Customer Relationship Management (CRM) system for future reference. 

Key Responsibilities

•    They will be responsible for ensuring that they respond to the client queries /complaints and service request via the Bank registered email Channel. This will include client interaction via telephone as well to ensure accurate information is received from the client for executing the client request.

•    They will also be responsible for ensuring that back -end check is completed on service request to ensure we have no referrals on the same. The quality check on service request is in addition to handling client emails.

People
•    Identify at least 1 successor for all critical roles that one handles and all reports/MIS that one sends
•    Work jointly with team and all Units towards achievement of Organizational Objectives
•    Unplanned offs<3 in the year
•    Complete assigned service requests within TAT
•    Strong knowledge of bank products & services and willingness to learn new products
•    Flexible to stretch and work across different calendar days and time zones in a week/month
•    Identify customer issues & provide a resolution.
•    Learn established processes and always ensure strict compliance.
•    Adhere to TAT for closure & Reversals.
•    Controls and checks to be always followed.

Customer Experience& Productivity:
•    Ensure the Client/Stake holder mails are reverted within target turnaround time
•    Ensure TAT is adhered as per pre-agreed SLA on Service Requests/Complaints/TL Calls/Static data 
•    High on influencing and negotiation
•    Strong analytical and communication skills
•    Calls/Emails handling/CEMS and Non CEMS activities/ VOC, any adhoc requirement.
•    Minimum productivity of 90% to be achieved
•    Process Improvements & RCA
•    Flexibility

Audit Controls and Costs – Weightage 5%
•    Ensure adherence to all Group policies & Procedures.
•    Ensure timely completion of all Mandatory E-Learning modules and LINQ CIBs are acknowledged.
•    Ensure correct & timely updating of leave on the PeopleSoft portal.
•    No password sharing.
•    Adherence to Email policy.
•    Awareness of and adherence to compliance/money laundering guidelines.
•    No adverse rating in audits.
•    Ensure complete client data confidentiality.

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.

Key stakeholders
•    UAE banking clients, Wealth & Retail Banking teams  

Qualifications

•    Education: A bachelor's degree is preferred.
•    Experience: Previous experience in customer service, conflict resolution, or a related field is valuable. Experience in handling complaints and resolving issues is a plus. 
•    Communication Skills: Strong verbal and written communication skills are essential for effectively addressing complaints and explaining resolutions to customers. The staff must reflect good hold on written /communication skill to ensure the channel is managed in a professional manner 
•    Problem-Solving Skills: The ability to analyse situations, identify root causes of complaints, and develop effective solutions is crucial. 
•    Empathy: Empathetic listening and understanding of customer concerns are important for building rapport and finding satisfactory resolutions. 
•    Patience: Dealing with upset or frustrated clients requires patience and the ability to remain calm under pressure. 
•    Conflict Resolution Skills: Knowledge of conflict resolution techniques and the ability to mediate between parties in dispute is valuable. 
•    Attention to Detail: Accurate documentation of complaints and resolutions is essential for record-keeping and process improvement. 
•    Computer Skills: Proficiency in Microsoft office and customer relationship management (CRM) systems may be required. 
•    Fluent in English writing skills – Arabic writing +reading skills will be an advantage  

Skills and Experience

•    Microsoft Excel 
•    Microsoft PowerPoint
•    Business writing skills – English
•    Analytical skills 

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.