Job Summary

This role supports the Private Banking team with payment-related activities ensuring data outputs comply with established procedures, guidelines, and quality standards. Contribute to process quality by minimising errors and supporting continuous improvement. Consistently follow documented procedures and work instructions in daily operations.

Key Responsibilities

Central Complaints Management and Escalations
•    Identifying errors in documentation received & follow up for closure of the same.    
•    To ensure that all transactions/activities are efficiently processed and within SLA.
•    To ensure processing errors are identified & reported on time.                
•    To improve productivity by over 10% on a year-on-year basis.        
•    Ensuring all queries related to the process are sorted out in a timely basis.        
•    To ensure appropriate internal controls and procedures are documented and adhered.
•    Should cross-train oneself with other processes in the unit.        
•    To ensure quality contributions during new process launch / enhancement in process / systems.
•    Comply with all applicable rules / regulations of the Company / Group policies and adherence to the Group Code of Conduct.
•    Upholding the values of the group and company at all times
•    Able to work in accurate manner with precision and nil errors.
•    Executes tasks and assignments accurately within team and self.

Timely Resolution and Case Discipline
•    Achieve high levels of productivity and error free processing.
•    Flexible in work priorities to meet business requirements with a constructive attitude.
•    Adherence to Service Level Agreements
•    Contribute to the quality initiative by foreseeing future problems along with preventive action.
•    Work towards achieving high customer satisfaction levels.

Governance, Quality Assurance and Process Adherence

•    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.
•    Regulatory and Senior Management Engagement    
•    Continuous Improvement and Root Cause Management    
•    People Leadership and Capability Building    
•    Reporting, Insights and Management Information

Risk and Compliance

•    Ensure all complaint handling activities are conducted in line with the Bank’s risk management framework, conduct standards, regulatory obligations and internal policies.
•    Escalate material risks, control gaps, systemic issues, potential client harm or reputational concerns through appropriate governance channels.
•    Maintain audit-ready documentation and support internal reviews, audits, inspections and regulatory queries relating to complaint handling and client outcomes

•    Lead the management of complex and escalated complaints, including matters referred by regulators, senior management and FIDReC (Financial Industry Disputes Resolution Centre).
•    Ensure fair, consistent and client-centric complaint outcomes, with independent review and challenge separate from frontline teams. 
•    Oversee timely complaint resolution, ensuring cases are progressed within internal turnaround times and regulatory expectations. 
•    Maintain strong complaint governance and case discipline, including clear ownership, documentation, escalation and closure rationale. 
•    Drive quality assurance over complaint handling, client communications, remediation decisions and closure documentation. 
•    Manage high-risk or sensitive complaints, including cases involving vulnerable clients, conduct risk, fraud/scam issues, potential inappropriate sales or reputational concerns. 
•    Prepare and support regulatory, senior management and governance updates, ensuring responses are accurate, balanced, evidence-based and well-substantiated. 
•    Identify root causes and recurring complaint themes, and translate insights into process, product, control and client experience improvements. 
•    Partner with frontline, product, operations, risk and compliance teams to resolve systemic issues and improve client journeys. 
•    Track remediation actions to completion, ensuring agreed improvements are implemented sustainably and effectively. 
•    Develop complaint reporting and insights for management and governance forums, including trends, turnaround time performance, root causes and action progress. 
•    Lead and build team capability, strengthening investigative judgement, writing quality, stakeholder management and client outcome assessment. 
•    Ensure risk and compliance standards are met, with audit-ready documentation and appropriate escalation of material risks or control gaps.

Key Competencies

•    Action Oriented
•    Collaborates
•    Customer Focus
•    Good Communication Skill
•    Fund transfer Payment’s knowledge

Experiences, Qualifications and Skills

•    Bachelor's or Master's degree from recognised university.
•    Candidates with 1 - 3 years of experience in banking industry with background in payments and fund transfer is preferred.
•    Good communication and interpersonal skills in English 
•    Proficiency in MS Office 365 applications. 
•    Experience working in a regulated, client-facing or risk-sensitive environment, where decisions need to be fair, well-documented and able to withstand review.
•    Familiarity with complaint trends, root cause analysis, remediation tracking or continuous improvement would be advantageous.
•    Experience supporting or coaching others on case handling quality, communication standards or client outcome assessment would be beneficial.
•    Ability to use data, insights or management information to support decision-making, prioritisation and process improvements.
•    Experience handling complex client complaints, escalations, service recovery, investigations, conduct matters, audit, compliance, quality assurance, operations, product governance or process improvement.

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.