JOB SUMMARY

• Responsible for inbound service (including teleservice, video banking, and chatbot) to develop effective communication platforms for clients and staff, and providing excellent client service complying with regulation and bank standard requirements.

RESPONSIBILITIES

Strategy

• Responsible for overall responsibility for managing Key Performance Indicators in service category and financial performance under Client Care Center to ensure the performance is on track, aligned to the overall group target.

Business

• Chief among the responsibilities is a balance of creating and influencing strategy and activities with a client centricity lens, with a risk, compliance, audit and metrics reporting leadership. 
• Proactively build and cultivate strong internal and external customer relationships to establish engagement models for ensuring delivery of quality client experience in alignment with expectations.
• Develops and advances the strategy and voice for CX.
• Partners with global and country level teams to tailor programs based on understanding of local business needs and CX priorities.
• Leverages proven employee engagement tools and channels to support greater education and awareness of client centricity.
• Own the execution and successful delivery of multiple projects.
• Create new tools and templates & collation of existing best in class methods to create standardized methodologies & practices.
• Use measurement tools to assess the CX impact to refine activities.
   

Processes

• Develop strong, productive relationships across the organization that foster collaboration, and best practice sharing on process improvement.
• Prioritizing deliverables, and tasks for streamlined process.

People & Talent

• Develop and implement CX employees to attract, retain, and grow talent.
• Foster career development and growth paths for design and research leaders while sourcing, attracting and hiring in the best talent.
• Lead through example and build the appropriate culture and values.
• Ensure the provision of ongoing training and development of people.
• Ensure that clear objectives are set for the organization, and that these reflect wider WRB objectives

Risk Management

• Cooperate with BRM to implement business risk management framework to ensure operational risks and controls are being managed appropriately in a proactive, risk based and disciplined manner to meet external, internal and regulatory requirements.
• Timely analysis, reporting and escalation of real or potential significant operational risk exposures.
• Deliver satisfactory results on reviews undertaken by 2nd and 3rd lines of assurance, local regulators and external auditors.

Governance

• Effectiveness of implementation of controls for compliance with regulations and Group standards, identification & monitoring of Operational Risk and compliance risk within client care center
• Timely communication and responses to changes in Local regulatory requirement, Group internal policies and standards with operational risk exposure.

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Product, Segment, Wealth Management, Technology & Operations, BRM, OR, CFCC, Client Experience, Digital

Other Responsibilities

• Embed Here for good and Group’s brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Skills and Experience

• Bank Account Features and Services    
• Addressing Customer Needs     
• Customer Experience Management     
• Customer Support Policies, Standards and Procedures     
• Effective Communication 

Qualifications

• EDUCATION     University graduated or above    
• CERTIFICATIONS     Bank Internal Control and Audit
• LANGUAGES     Fluent in English language Listening, Speaking, Writing

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.