Job Description

Role Responsibilities

Job Summary*

Define key responsibilities to reflect the duties and responsibilities of this role.

This position will be responsible for:

1. Perform on-going process review for SG CCC with an objective to improve its operational efficiency

2. Support in the implementation of Group Re-engineering Agenda which aligns the SG CCC with the global performance standard

3. Collaborate with country or group? SQ Team to conduct procedural change from VOC to enhance service delivery and improve customer experience

4. Conduct root cause analysis for all level of severity complaints written and identify gaps in process, risk, people, system and service delivery

5. Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner to stakeholder engagement and sign-off

6. Develop a set of actionable and targeted change management plans \xe2\x80\x93 e.g., communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan in collaboration with designated specialists to support successful project implementation on site

7. Implement rectifications agreed during monthly country and group VOC meetings which may involve reviewing existing procedures to identify service delivery gap

8. Interface with system development team from country or group Tech and Ops team to implement \xe2\x80\x9cStraight-Through\xe2\x80\x9d approach to optimise process and improve efficiency operationally which have a significant impact on frontline service quality

9. A key player in ensuring that the re-engineering team collaborates and performs in an excellent manner within in a matrix structure

10. Share best practices with other regional customer care teams

Regulatory & Business Conduct

• Display exemplary conduct and live by the

. * 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 the [country / business unit / function/[team] to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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

Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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