JOB SUMMARY

Business

• Client service
• Ensuring quality service as customers expect
• Reduce the wait time and TAT for various service requests
• Providing right solutions to the customer
• End-to-end resolution of customer transactions/queries/complaints
• Effective management of customers services relating to trade and non trade activities
• Co–ordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
• Handling non trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
• Communicate disposal instructions to Trade/ Payments units
• Develop strong internal escalation mechanisms
• Customer meetings and interactions
• Strong relationships with top customers through customer meetings
• Increase stickiness of the customers through continuous engagement through on-site / phone / email interactions
• Work along with business team to align services with business offerings
• Service delivery through other units

• To ensure strong service delivery through other units involved in the process chain such as Branch banking, Trade & payments desk, CRC, GSSC, IPC, CSG, Customer care unit etc
• Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
• Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
• Conduct monthly review meetings with other units such as Trade/payments/branch banking
• Customer complaints and resolution
• Effective handling of customer complaints
• Reporting of all complaints with CSG
• Root cause analysis (RCA) of complaints ensuring that issues are resolved and no other complaint is received for the same reason
• Effective management of customers queries/complaints relating to trade and non trade activities as mentioned above

Processes

• Ensure complete adherence to all processes for client transactions, including both Trade and non-trade. 
• Complete adherence to all relevant policies relating to sanctions country transactions

Risk Management

• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees

Governance 

• Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business

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.
• Lead the work to 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
Internal

• Risk Team
• Business Team
• Trader Services
• Clients

RESPONSIBILITIES

Strategy

• Business
• Client service
• Ensuring quality service as customers expect
• Reduce the wait time and TAT for various service requests
• Providing right solutions to the customer
• End-to-end resolution of customer transactions/queries/complaints
• Effective management of customers services relating to trade and non trade activities

• Co–ordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
• Handling non trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
• Communicate disposal instructions to Trade/ Payments units
• Increase scores of NPS and other customer satisfaction surveys
• ​​​​​​​Develop strong internal escalation mechanisms
• Customer meetings and interactions
• Strong relationships with top customers through customer meetings
• Increase stickiness of the customers through continuous engagement through on-site / phone / email interactions
• Work along with business team to align services with business offerings
• Service delivery through other units
• To ensure strong service delivery through other units involved in the process chain such as Branch banking, Trade & payments desk, CRC, GSSC, IPC, CSG, Customer care unit etc
• Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
• Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
• Conduct monthly review meetings with other units such as Trade/payments/branch banking
• Customer complaints and resolution
• Effective handling of customer complaints
• Reporting of all complaints with CSG
• Root cause analysis (RCA) of complaints ensuring that issues are resolved and no other complaint is received for the same reason
• Effective management of customers queries/complaints relating to trade and non trade activities as mentioned above

Processes

• Ensure adherence to all internal and external regulations.
• To embed Operational Risk monitoring as an integral part of the business process. Towards this, to effectively carry out the assigned role, if any, under Compliance Risk Management and Operational Risk Management Assurance.

Risk Management

• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees

Governance 

• Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• External Clients
• Risk
• CRC
• Trade Ops
• Audit 
• Branches & PVB
   

Qualification

• Graduate with good Communication Skills. 

Role Specific Technical Competencies

• Client servicing 
• Communication skills
• Process knowledge
• Knowledge of credit & trade products

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.