JOB SUMMARY

The jobholder is responsible to perform complaint cases review, analysis and define area for improvements in a professional manner in compliance with the Card Scheme’s chargeback rules and regulations for Credit Card and Debit Card dispute related case, Miss-Transfer Fund cases, including fraudulent cases. 
Besides, jobholder needs to monitor Hub’s performance and ensure consistent delivery of high-quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes / judgment / MIS preparation.
Furthermore, jobholder also needs to assist supervisor on MI report preparation / data collection and keep track the outstanding items for team’s related tasks.  Jobholder also needs to work with group and internal team on project development and business user’s requirement

RESPONSIBILITIES
•    Handle and review a professional manner for customer claims / queries / complaints.
•    Conduct Hub performance monitoring and regular quality assurance checking.
•    Assist to monitor the day-to-day operations on team’s related activities by following card scheme's / pre-defined timeline and internal process requirement etc for team related process according to DOI and relevant procedure within the risk and control framework (including but not limited to Visa/ MasterCard International/UPI/HKMA requirement, etc)
•    Keen to provide cross team support when need including ad-hoc support on CN / HK business according to business requirements and team arrangement, where required.
•    Handle TLM match-off and ageing items monitoring.
•    To maximize the team productivity and maintain a high services level with good resources planning and daily operations backup plan

•    Support budget control, MIS preparation, UAT and projects.
•    Contributing ideas for improvements of processes and procedures. Staff need to prepare and ensure team DOI is up-to-dated and perform regular review.
•    BIA/BCP Plan preparation 
•    Oversee and manage the related ledger accounts and ensure the accuracy of entry movements.
•    Develop metrics and build data analytics to track case processing, cycle time and productivity of different operations processes.
•    Support with the ad-hoc tasks and new activities assigned by the manager.

Our Ideal Candidate

• Degree holder with strong customer services skill is preferred
• Candidate with solid experience in Call Centre is an advantage
• Excellent knowledges on Credit Card Chargeback and dispute handling
• Customer centric, excellent communications, inter-personal, analytic and presentation skill
• Excellent decision making and problem identification/solving ability
• Independent, self-motivated, pro-active and mature.  Able to work late if needed
• Willing to take on new challenges and work under pressure
• Strong interpersonal and communication skills
• Proficiency in written and spoken Cantonese and English.  Mandarin would be a plus

Role Specific Technical Competencies

• Card Dispute & Chargeback knowledge
• Complaint Handling & Customer Services Skill
• Experience in the Credit Card/Debit Card Banking Industry
• Language Skill (English & Mandarin)
• Microsoft (Words, Excel, Access, Visio)
• Analytical Thinking

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.