Job Description

RESPONSIBILITIES Strategy * Work closely with Head, CX & Strategic Business Enablement to identify the trend of service issues (complaints/ feedback) that are being escalated from clients and Regulators. * Review & analyse root cause of complai RESPONSIBILITIES Strategy Work closely with Head, CX & Strategic Business Enablement to identify the trend of service issues (complaints/ feedback) that are being escalated from clients and Regulators. Review & analyse root cause of complaints - segregated by one-off and structural (thematic issues). Work with the relevant stakeholders in country for developing action plans with clear timelines for resolution of the thematic issues - socialize action plans via country Client Experience Forum (CX Forum)/ other forums in country e.g. Client Experience Working Group Meeting (CEWG), Service Review Meeting, WM Risk Forum, NFRF & AML PSC. Formulate service improvement plans to meet the Bank\'s aspiration to be one of the leading Banks in Malaysia, in terms of client experience. Build a culture of treating clients fairly and conducting sustainable business practices within the country CPBB business by defining and implementing a roadmap of initiatives aligned with centrally agreed directives on Conduct and TCF. Ensure continuous engagement with the Product, Distribution and Compliance teams on TCF performance and implementation of conduct related initiatives. Lead and represent country along with Head, CX & Strategic Business Enablement in TCF review sessions (as relevant) Business Lead the charge in the management of regulatory complaints and ensure regular communications and updates in the management of complaints escalated to regulators. Work closely with Head, CX & Strategic Business Enablement and Senior Manager. Client Centricity to funnel feedback from frontline and clients to the Group CX team on the major pain points and contribute in developing ideas and improvement initiatives. Facilitate discussions with a wide variety of stakeholders across functions to socialise the initiatives, agree roles & responsibilities and coordinate implementation plans. Engage and discuss key issues/ challenges with senior management at Group and country level. Quality Assurance Conduct quality assurance (QA), Health Checklist for CX team. As part of QA checks, monitor complaint resolution call recordings made to clients by frontline and/or CRU staff. Conduct QA on compliance with relevant country DOIs Escalate exceptions to relevant line-managers/units Ensure compliance with changes in Group Policy & Standards, Complaint Handling Procedures, local laws & regulations relating to complaint management and TCF Principles Work closely with the Manager, Complaints Resolution to identify and mitigate risks that would impact the overall complaint handling process Process Work closely with Head, Process Excellence to identify and drive process effectiveness initiatives. Support in-country teams in managing critical regional process effectiveness projects. Work with support function heads to actively address thematic issues and significant operational problems as they arise. People and Talent Lead and develop own team resources to achieve targeted results, coach and support development growth. Risk Management Adopt Group risk management framework across CPBB client to consistently apply policies and standards. Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities. Continuously enforce control environment and to apply mitigation when the risks are not avoidable. Exercise due care and diligence in ensuring anti-money laundering and KYC requirements are comply with. Upgrade knowledge and skills through training and other means to ensure effective discharge of duties. Governance Responsible for the overall client advocacy, strategy formulation, governance, tracking and implementation of client experience initiatives to improve the service quality. Governance activities - Reporting (Internal/ Regulators), Audit (Internal/ External), CST, Complaint Handling Policy and Standards, Frontline Empowerment Metrics, Procedures and Processes. 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 include understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Lead the Malaysia Client Experience to achieve the outcomes set of in the Banks\'s Conduct Principles: Fair Outcome for Clients Effective Financial Markets Financial Crime Compliance The Right Environment. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Bank Negara Malaysia, Ombudsman for Financial Services, The Association of Banks Malaysia, Association of Islamic Banking and Financial Institutions of Malaysia. Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association or equivalent. Key Stakeholders Internal Sales, Product Managers, Operations, Credit Initiation, Credit Risk, Fraud Investigation Unit, Client Care Centre, Branches, Segment, Credit Collections, CDD, Compliance, Legal, CTM External Outsource Vendors, Clients, Regulators, Auditors, Ombudsman Financial Services, SIDREC, ABM Other Responsibilities Responsible for ad-hoc cross segment/ product/ function projects delivery as appointed by Head, CX & Strategic Business Enablement Our Ideal Candidate Bachelor\'s Degree (or equivalent), MBA desirable Role Specific Technical Competencies Taking a new opportunities and tough challenges with a sense of urgency, enthusiasm. Building partnerships and working collaboratively with others to meet shared objectives. Stepping out to address difficult issues and saying what needs to be said. Building strong client relationships and delivering client-centric solutions. Gaining the confidence and trust of others through honesty, integrity and authenticity. Actively learning through experimentation when tackling new problems. Using both successes and failures as a learning factor. Making good and timely decisions that keep the organization moving forward. Developing people to meet both their career goals and the organization\'s goals. Painting a compelling picture of the vision and strategy that motivates others to action. Providing direction, delegating and removing obstacles to get work done. 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 , together with our brand promise, to be are achieved by how we each live our . 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. Visit our careers website

Monster