Key Responsibilities

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

Business
•    Support LM to drive, execute business strategy focus and initiatives for better working efficiency and effectiveness
•    Support service management and business in driving service performance in term of productivity, execution quality and process risk management
•    Find service improvement opportunity for better working efficiency and effectiveness

Processes
•    Support WRB product end operations which include case submission in system, onsite witness, document review, data entry, scanning, call back customer, loan disbursement, document filing, regulatory reporting and etc. to ensure execution accuracy, compliance, completeness in line with bank internal and external rules/procedures/manuals/ standards/group requirements/regulatory requirement/laws as well as to keep high class level of services to our clients.
•    Ensure all required certifications are obtained per internal and external requirements
•    Acknowledge and follow bank job rotation policy/procedure that working location will be subject to detail arrangement on due with no objection
•    Embed client centric mind in daily operation as well as to maintain up best in class front-line service
•    Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience
•    Achieve client satisfaction in daily services and operations
•    Build SCB a great place to work
•    Fully understand the importance of Consumer Rights Protection, prevent damage to consumers’ best interest
•    Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings
•    Always embed Consumer Rights Protection mindset when performing daily work

People & Talent
•    Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation
•    Actively participate in various campaigns related to service team and achieve the target
•    Develop multi-product knowledge and job skills to support different segments and sales channels
•    Complete new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline

Risk Management
•    Perform bank required due diligence on daily base to ensure no exception in execution
•    Support Line Manager achieve good MCA rating in branch audit
•    Escalate for any exception detected or observed in daily work to minimize potential negative impact on the bank

Governance
•    Complete regulatory required reporting timely and accurately to ensure the report follows regulatory requirements with no exception
•    Adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions
•    Adhere to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery & corruption), compliance policies and the Group Code of Conduct; well manage client complaints & CDD

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: [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
Country Conduct, Financial Crime and Compliance team, WRB Ops & Onboarding Ops GBS teams, WRB Product and Segment, WRB Sales team, Business Risk Management team

Other Responsibilities
•    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
理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求.
•    Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
跟上本地问责法律法规的发展，以有效地确保并强化内控.
•    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  
审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力.
•    Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任.
•    Cooperate with any investigations or reviews on regulatory failure such as accountability review
配合任何关于违反监管规定的调查或审查，例如，问责审查。

Qualifications

•    University degree preferably in Economics/Finance/Technology with 2-5 years related banking experience.
•    Be able to provide cross city onsite support upon bank request 
•    Solid knowledge and experience in bank products and customer service.
•    Good understanding of banking and local regulations.
•    Good command of both written and spoken English/Mandarin.
•    Self-motivator who is keen to upgrade, improve, and develop.
•    Pleasant and cooperative personality, initiative, hardworking, and able to work independently.
•    Team player with strong communication skills and commitment to quality work

Skills and Experience

•    Information Capture
•    Document Management
•    Operational Risk
•    Understanding Customer Needs

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.