JOB SUMMARY

• This role focuses on delivering top-notch service to key clients, requiring fluency in Mandarin, using the Straight2bank platform and resolving various cash-related issues. 
• You will be the primary point of contact for daily inquiries, handling everything from simple questions to complex problem-solving, all while ensuring client satisfaction. 
• Monitoring communication channels and taking ownership of client issues are crucial. 
• You will provide guidance and technical advice, escalating when needed, to maximize client operational performance. 
• The role also involves identifying service trends and recommending process improvements, maintaining internal documentation, and supporting projects within the Client Service Group. 
• You will contribute to maintaining high security standards and streamlining processes, all while working to improve client service quality and efficiency.

KEY RESPONSIBILITIES

• Provide excellent service to set of key clients through assisting their day today inquiries related to our channel Straight2bank.
• Investigating and solving client’s day today problem on other cash related enquiries, which may be complex or long-standing problems.
• Monitoring all incoming enquiry both from email & calls on day to day basis.
• Maintain and responsible in client satisfaction by providing resolution and fully ownership on the issue received by Client Service.
• Maximizes client operational performance by providing good quality of guidance and/or technical advice and escalate the resolution to the correct parties.
• Achieves client service objectives by contributing client service information and recommendations.
• Reviews and identify client service trend and determine improvements that may develop.
• Improves client service quality results by studying, evaluating on the current process.

Key Stakeholders

• Internal Stakeholders – (following individuals & their teams)
• Transaction Banking (Country)
• Corporate & Institutional Banking (Country)
• Technology &Operations (Country)
• Regional/ Client Services Group Country Business Heads in Corporate & Institutional Banking
• External Stakeholders
• Clients
• Local regulators and other government departments/officials
   

Our Ideal Candidate

• Data Analytic
• Technology savvy 
• Mandarin Fluent
• English Fluent
• Presentation & Communication Skill 
   

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).
• 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.