Job Summary

• Respond to client complaints within the agreed turnaround time (TAT), following both Group and Regulatory policies.
• Carefully review the Declaration of Interest (DOI) and the relevant policy documents.

Strategy
•    Conduct investigation and liaise with respective units (Problem Owner) and or third parties that related with complaint resolution process (e.g. CB Operation Unit, Product/Marketing Team, New Business Governance Unit and etc)
•    Proactively monitor and follow up the progress with related Units and or third parties in order to expedite complaints resolution aging and ensure to meet customer’s expectation and targeted TAT.

Business
•    Ensure complaints from all channels, e.g. Contact Center, Branches, collection, email and letter are handled properly within the standard time.

Processes
•    Conduct regular communication between CRU and all related parties to decrease number of complaints as per Group target.
•    Responsible for driving a robust process to avoid finding

People & Talent
•    To comply all mandatory e-learning

Risk Management
•    Ensure necessary SLA with other related parties are in place in order to have proper processes 

Key Responsibilities

Governance
•    Monitor complaint handling process end to end to avoid repetition cases
•    Ensure written complaint are replied in a proper way in line with BI/OJK regulation
•    Ensure un-resolved cases above 10 days are responded properly in line with BI/OJK regulation

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.

Skills and Experience

• Demonstrate effective communication skills
• Exhibit strong negotiation abilities
• Understand risk management principles
• Possess knowledge of policy and governance
• Have experience in complaints management

Qualifications

• Minimum of a bachelor's degree in any discipline
• At least two years of relevant experience in the same role
• Fluency in English
• Holding a BSMR (Badan Sertifikasi Manajemen Risiko) certification

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.
• 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.