Job Summary

•    To deliver a professional, telephone based, HR service to the bank’s managers and employees
•    Delivering the highest standards of service in every customer interaction, ensuring an accurate, efficient resolution is provided to each query, through effective use of knowledge, processes and technology, in line with the AskHR People Charter
•    To diagnose complex HR issues and queries, investigate and deliver comprehensive solutions to our employees and managers
•    Be able to apply in in-depth knowledge, process and product expertise and collaborate with the GPS, HR Specialists, HR Relationship Managers and HR Service Delivery to deliver integrated solutions
RESPONSIBILITIES

•    Takes personal accountability for resolving complex HR queries from employees and managers and follows through to closure
•    Develops a broad understanding of the bank, the geographies it operates it and the profile of the bank's employees in order to better understand employee needs
•    Provides accurate and timely resolution thereby building the reputation of AskHR so that employees and managers highly value the HR advice and support they receive
•    Proactively escalates issues in a timely manner, where additional technical skills or authority are required, to ensure that queries are resolved within agreed timelines
•    Advises and guides managers and employees on HR policies, products and processes 
•    Expert at interpreting a question and retrieving the right knowledge to provide right solutions to people's HR queries
•    Investigates and provides holistic solutions to complex issues that require engagement across multiple stakeholders, product areas and, or countries to resolve
•    Delivers enhanced levels of service to specific customer segments based on defined SLA’s.
•    Proactively collaborates with HRBPs, the GPS teams and in country PRB Delivery team to deliver integrated HR solutions
•    Takes initiative to continuously improve the knowledge management content, processes and usage so that content is easily accessible and readily available
•    Identifies opportunities to improve HR products, processes, policies and ways of working by providing inputs to the AskHR knowledge management team, to ensure AskHR consistently provides accurate and reliable answers and solutions
•    Provides inputs as requested for a root cause analysis to ensure a permanent fix is applied and prevent problem reoccurrence for Complaints and escalations.

•    Takes ownership of personal development by seeking and responding to feedback on performance
•    Proactively participates and leads personal development through formal and informal learning activities
•    Understand the Bank and Unit’s objective, align to the changes and ensure delivery of results on time.
•    Builds capability within AskHR by preparing knowledge content (Training pack) and obtain Country HR sign-off as per agreed frequency.
•    Drives usage of employee and manager self service, by appropriately reinforcing how people can use the PeopleSoft portal to search for information and resolve queries themselves
•    Demonstrates creative and innovative ways of influencing people to use AskHR
•    Be part of any new migrations or Strategic agenda of the Bank for better delivery in terms of employee experience.
•    Ensures to complete mandatory e-learning as per frequency.
•    Maintain data confidentiality; during every employee interaction ensures data is only disclosed to validated individuals and that any data disclosure complies with the bank’s data protection standards
•    Stays vigilant, proactive, risk aware and operates within the bank's risk management and compliance framework
•    Manages risk with every employee interaction ensuring any advice provided is within the Bank’s guidelines and taking part of quarterly assessment on the Data confidentiality requirement.

Key Responsibilities

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.
Key stakeholders

•    Country SD

Other Responsibilities
Embed Here for good and Group’s brand and values in GBS China; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Skills and Experience

• Actively listens and probes to solve the problem
• Interacts with employees in a pleasant and empathetic manner
• Goes the extra mile above and beyond the chat of duty to resolve customer issues
• Relentless in raising the bar and driving continuous improvement  
• Demonstrates agility and urgency in responding to employee needs
• Strong work orientation, and takes psychological ownership for follow through and closure to deliver on time every time
• Willingness to learn from colleagues and share best practices with peers

Qualifications

<Add relevant qualifications, if required for the role.>

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.