Job Summary

This role will be responsible for ensuring timely communication and resolution of customer issues in accordance with Department Operating Instructions and guidelines. The position involves managing relationships between correspondents, internal stakeholders and customers, while ensuring strict compliance with Group, Central Bank, and regulators. Additionally, the role requires adherence to Service Level Agreements and key control standards for all correspondences and complaints.

Key Responsibilities

• Ensure proper and timely closure of complaints in line with the Customer Care Unit Department Operating Instuctions (DOI).
• Identify Responsible Parties (RP) and root causes of issues.
• Maintain service levels for all correspondences and complaints, ensuring responses via email channels do not exceed regulatory turnaround times as per State Bank guidelines.
• Handle and resolve issues daily in accordance with service standards.
• Follow up with problem owners to ensure timely resolution for customers.
• Update the Customer Experience Management System (CEMS) for fast and accurate resolutions.
• Participate in team meetings and discussions to improve efficiency and productivity.
• Comply with Anti-Money Laundering, Conduct, and Customer Due Diligence policies and procedures in accordance with Group and Local Regulatory guidelines.
• Implement the Shariah Governance Framework across the bank.
• Ensure effective implementation of decisions, rulings, fatawa, and guidelines given by the Shariah Board across the business.
• Drive a strong service culture across the bank by defining a clear strategic direction for Client Experience and executing the “Treating Clients Fairly” framework.
• Ensure proper and timely communication with customers as per DOI.
• Embed robust quality audits, checks, and controls.
• Report suspicious transactions.
• Ensure adherence to guidelines on Know Your Customer (KYC) in handling customer service issues.

Skills and Qualification

• Good written and verbal communication
• Interpersonal skills
• Purpose driven
• Time managemen
• Minimum Bachelor's Degree

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.