JOB SUMMARY

• To be a One-Stop Shop to client connecting through client’s preferred channels i.e. Click-to-Chat, Phone, by providing accurate and timely information on product and services, relevant to their needs.
• To deliver high quality services to clients

RESPONSIBILITIES

Strategy
To be a One-Stop Shop to client connecting through client’s preferred channels i.e. Click-to-Chat, Phone, by providing accurate and timely information on product and services, relevant to their needs.
To deliver high quality services to clients

Business

• To ensure professional, efficient and quality service to Clients
• To accept and execute Client instructions
• To ensure efficient problem and complaint resolution
• To cross-sell additional Bank products and services
• To capture Client feedback for future improvement
• To capture the nature of Client contacts
• To meet productivity standard
• To acquire product knowledge and service skill through staff briefing and coaching from Team Manager

Processes

• Comply with standard Departmental Operations Instruction

Risk Management

• To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.  (for all levels of staff)
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff);
• To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities 
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

Governance

• Awareness and understanding of the Group’s business strategy and model appropriate to the role

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.

• Follow the rules and regulation of Local Regulator.
• Understand, acknowledge, and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies.
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
• Cooperate with any investigations or reviews on regulatory failure such as accountability review.
• Properly perform the duties on management and ensure the effectiveness of internal control.
• Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership.
• Be responsible for significant losses due to failure of effectiveness of internal control.

Key Stakeholders

• Product Team
• Fulfilment Team
• Operation Team
• Branches
• CCC

Other Responsibilities

• Embed Here for good and Group’s brand and values in Voice and Virtual Hong Kong; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications

• Education     University or above 
• Languages     Fluency in English and Cantonese (mandarin is a plus) 

Role Specific Technical Competencies

• Call Center Management
• Customer Experience Management
• Customer Interaction
• Effective Communications

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.