Job Summary

Business
Awareness and understanding of the wider business, economic and market environment in which the Group operates.

Processes

• Monitor and perform day-to-day operations, such as reconciliation, refund process, claim request, Mis-Fund Transfer, claim/ debit card dispute handling and internal/external customer communication.  All claim/dispute /MTF request and other ATM daily operations should be handled in according to RB HK S&T Financials ATM Operations related DOI and processes should be fully compliance with the procedure within the risk and control framework, HKMA guideline, rules and regulation of Card Scheme/association including but not limited to Visa/MasterCard/UPI/Jetco/EPSCO 
• Execute and monitor workflow ensuring the processing/ documentation is delivered in accordance with required Standards. 
• Verify and monitor the data input to ensure accuracy and perform output checking
• Monitor and handle the Mis-Fund Transfer (MTF) request and follow up the process with relevant internal and external parties 
• Handle the enquiry from internal parties (e.g., Frontline, Client Experience) and external parties (e.g., customer, business partners, vendors) relating to ATM Operations’ support scope
• Monitor and perform data input for machine and network reconciliation within pre-defined time frame as well as data accuracy 
• Monitor and handle the captured card related activities and timelines
• Monitor and process refund case investigation and ledger posting within the agreed timelines / SLAs
• Monitor the related ledger accounts /provide TLM match-off advice
• Handle and follow up the UAT / New Release documents and verification 
• Handle and prepare MIS data and related reports timely
• Monitor the vendors’ performance
• Provide advice to the junior staff for daily operations and business related 
• Prepare and review DOI on regular basis
• Awareness of customer charter and its objective
• Support Business for machine and site management (e.g., ZMK, machine services notice)
• Support Business for vendor site inspection
• Contributing ideas for improvements of processes and procedures.
• Support and encourage others to practice in professional manner that reflect RB HK S&T Financials ATM service quality.
• Ensure to report line manager all irregular issues and potential risks at the first time.
• Fully support team cross support when need. 
• Achievement of processing turnaround standard, no breach of SLA.
• Contributing ideas for improvement on processes, procedures.
• Update performance records 
• Ensure consistent delivery of high-quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes / judgment.
• Network internally with colleagues to solve issue and improve efficiency, support the frontline in achieving the best services to customers
• Continue to seek improvement in team and operational process to achieve service and performance excellence. 
• Money Laundering Prevention
   

Key Responsibilities

Risk Management

• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures.

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.
•    Achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Key stakeholders

•    External Customers
•    Internal Customers - HK Card Dispute Team, CCC, branches/Branch Operations, Central Cash, Distribution Networks, GRU, CMS, EIO, IPC-Cheque Clearing, Settlement and TP Team (Credit Card/CASA), Card Maintenance, Digital Team, Deposit Team, Accounting Operations
•    Card Associations/Networks - Visa International/MasterCard International /UPI/Jetco/EPSCO/Octopus
•    Vendors
 

Skills and Experience

• BACHELER DEGREE AND ABOVE
• CANTONESE AND MANDARINE SPEAKING; GOOD WRITTEN ENGLISH

Qualifications

• Microsoft Office Word, Excel & PowerPoint
• Bank product and process knowledge
• Good customer service and communication skill
• English CET 4 or above

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.