Job Summary

Strategy

Collectively own “deliver fast, friendly and accurate service” with the re-engineering / process improvements for Retail Clients，riding on the VOC/VOF/NPS, etc. 
基于“客户及前线意见反馈”、“客户推荐指数”等市场调查等信息，以持续的流程再优化和改进等手段，打造面向客户的“便捷精准的服务体验”。

To manage complaints and TCF effectively to meet all internal and external requirements, recover customer’s confidence in the Bank and if possible to turn complaints to business; and to safeguard the Bank’s good image in the public。
确保客户的投诉在公平，公正的前提下得以快速、有效的处理，充分履行法律法规和内部规定要求的责任，以维护银行声誉，并尝试化挑战为机遇，化投诉为商机。

Drive and collaborate with the related parties to establish bank consumer rights protection framework, including but not limited to policy, forum, execution plan, assessment mechanism, Embed Treating Clients Fairly principles in organization culture and day-to-day business practices.
推动/支持其他关联部门共同建设消费者权益保护工作机制，包括但不限于政策制定、治理架构、执行计划、评估考核等；确保“公平对待客户”的价值观植入银行的企业文化和日常业务运营。

Key Responsibilities

Business

Complaint Management:

Manage all daily complaints to guarantee the sufficient examination, analysis, escalation, filing and reflection to comply with the regulations, group standards and bank policy. If possible, initiate rectification by applying the available resources/authority.
有效管理所有日常投诉工作，严格遵循监管规定、银行政策和服务标准，确保投诉工作全面调查、分析、上报、归档和反馈，并尝试在可能的情况下，利用现有资源/权限进行纠正。

Identify business / improvement opportunities and report complaint which require special attention and assist the design of preventive measures to the stakeholders.  
准确识别潜在的改进空间，或需特别关注的投诉，并协助制定预防性措施方案。

Direct and coordinate activities of the Complaints Management team, and ensure the performance metrics to meet the target set by country management.  
组织并协调投诉处理团队的日常工作，确保绩效表现达到预设目标。

Consumer Rights Protection:
Coordinate and drive the related stakeholders to deliver the commitments on CRP by adhering to the latest regulatory requirements.
协调推动所有相关部门履行消费者权益保护承诺，以确保持续遵守最新的监管要求。

Perform gap analysis against the bank’s current CRP practice/framework vs. the updated mandated framework, and drive continued improvement in CRP related work across the Bank to help uplift the CRP score/rating issued by NFRA/PBOC.
紧盯法律法规的最新要求，结合银行当前消保工作开展情况，甄别差距，并督促相关方采取持续的改进方案；以提高银保监/人民银行等监管部门对银行消保工作的评级。

Lead the staff training program innovatively to refresh and reinforce the CRP knowledge and mindset; deliver the CRP education agenda to enhance the staff/public education and bank branding.
持续创新消费者权益工作员工培训，更新和强化消保知识和意识；积极开展金融知识公众宣传教育工作，以加强员工/公众教育和银行品牌形象。

Perform periodic internal self-evaluation on CRP work performance at city level；Ensure the regulatory reporting completion in due course; Support/Provide the proper assistance to RGM/CGM on the CRP related management and the regulatory reporting.
定期开展行内消费者权益保护工作内部考评，确保监管要求的报告报表适时报送，并就消保相关工作以及监管报表相关工作，向区域、分行管理团队提供适当且必要的协助。

Client Experience:

Facilitate discussions with a wide variety of stakeholders across functions to socialize CX initiatives, agree roles & responsibilities and coordinate implementation plans.
协调相关职能部门共同规划、施行持续的客户体验项目，按职责分工协调并行，共同打造客户体验品牌。

Support CX Agenda to fulfil the commitment through the dimensions of Optimise/ Differentiation/ Disrupt, to boost the Service Culture in Pan-bank. 
积极参与Optimise/ Differentiation/ Disrupt三个维度的客户体验项目规划，在全行塑造服务文化氛围。

Processes
Responsible for executing and supervising the Complaint management/ Consumer Rights Protection related process.
执行并协助优化投诉管理/ 消费者权益保护等相关流程。

People & Talent
Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from the team and work in collaboration with risk and control partners.
践行正确的价值观和团队文化，在有效保障风险管控的基础上为部门设定适当的目标和期望。

Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
确保团队持续的培训和发展，所有员工均具备充足的技能得以胜任岗位要求，岗位职责相关的风险均设有相应的监督机制。

Employ, engage and retain high quality people, with succession planning for critical roles.
通过招募和积极沟通互动等手段吸引储备高素质人才，对关键岗位设置人才储备计划。

Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
设定并跟踪员工工作目标和计划，对员工表现提供适时的反馈或奖惩以推动目标业绩达成。

Provide a safe and inclusive environment for the team to unleash their potential; create job and development opportunities for colleagues and consider internal and diverse talent when making hiring decisions.
创造安全包容的部门工作氛围，激发员工潜在的创造力、提升发展空间，积极支持属于人才计划范围的员工在银行内部的转型。

Risk Management
The ability to interpret the complaint data, VOC, VOF, NPS, media exposure and regulations, identify key issues based on this information and put in place appropriate controls and measures
对投诉数据、客户/前线的意见反馈、市场调查、媒体报道和监管法规等信息保持紧密关注，解读相关的风险因素，并确保相应的管控措施得以施行。

Governance
Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
熟知、掌握相关工作领域内监管机构的监管机制，以及针对相应岗位职责的监管要求。

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.
•    Excellent relationship building skills to anchor relationships with internal and external stakeholders, including senior management of the Bank, staff at all levels, key customers, and local government officials as well as regulators.
 

Skills and Experience

•    Excellent relationship building skills to anchor relationships with internal and external stakeholders, including senior management of the Bank, staff at all levels, key customers, and local government officials as well as regulators.
•    具有与客户，政府官员，监管机构及银行内部管理层和各层人员建立及保持良好合作关系的能力
•    Good familiarity with bank operational procedure
•    熟悉银行操作流程
•    Uphold high ethical standard in their branches and businesses.
•    具备较高商业道德标准
•    Willing to work under pressure.
•    具备良好的抗压能力
•    Proactive, positive attitude, customer oriented, self-motivated & a strong champion of team work spirit.
•    具备乐观进取、自我激励的工作态度，以及强大的团队精神，并始终以客户为导向。
•    Good command of Putonghua (including written Chinese) and English
•    良好的普通话（包括中文写作）和英语 

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.