Job Summary

Ensure that Dispute Handling operations are carried out with the maximum efficiency, security & control and the service is provided to both internal & external customers in accordance with agreed service standards of Standard Chartered Bank Pakistan and Visa / MasterCard International.

Key Responsibilities

•    To contribute towards superior service delivery and cost control related to operations of the Card business by error free and timely processing of dispute related activity for debit and credit card customers.
•    To design, recommend and implement action plans for continuous process improvements in order to enhance both processing efficiency and operational controls and save costs.
•    Ensuring changes to system, processes or product offerings are handled in an effective and seamless manner delivering the expected outcomes.
•    Ensure that efficient and quality services are provided to both internal and external customers that meet or exceed agreed service standards of the Bank and Visa / MasterCard international.
•    Ensure, in co-ordination with the 'Complaint Management & Service Quality' units, the delivery of high quality customer service by an effective process to address customer inquiries and resolve their complaints.
•    Continuously review procedures, controls and systems & give recommendations & suggestions for improvements in quality, efficiency & Turn around time, system enhancements, optimization of resources & costs savings. 
•    Ensuring costs for Retail Lending Operations are maintained within budgets and cost targets met by way of delivering on committed cost save initiatives.
•    Minimizing operational risk by complying with group and State Bank's rules & regulations.
•    Service quality by adhering to Service Level Agreements.
•    Effectively manage risks and create a robust control environment.
•    Ensure adherence to all CST (Control Sample Testing) and HCL (Health Checklist).
•    Coordinating, facilitating and promoting understanding of operational risk and its implementation and management of Governance & Control within the unit.
•    To carry out the following job responsibilities in accordance with the processes laid out in the Departmental Operating Instructions of the Dispute Resolution Unit - Retail Lending Operations Hub.
•    Processing of Visa / MasterCard credit card disputes
•    Updating of the Management Information System (MIS)
•    Updating of Notes on C-400 on every action taken
•    Transaction Enquiry & thorough analysis of cases
•    Transaction Blocking / Releasing on C-400
•    Processing of Retrieval Request
•    Processing of 1st & 2nd Chargeback
•    Raising Pre-Arbitration I Pre-Compliance / Arbitration I Compliance

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.