Job Description

Role Responsibilities

Strategy

• Achieve productivity and service levels for Service Request Queues in CEMS for investigation, supervisor escalations and also follow ups within the call centre and other transaction processing queues as per below measures & target.

Business

• Managing investigation and all client complaint for contact centre.

Processes

• To achieve 100% acknowledgement with customers on requests/escalation received within the stipulated turnaround time To ensure 100% Quality & Accuracy, initial checks are done with information available on knowledge portal or clarification with relevant stakeholders before resolution is provided to customers
• To ensure feedback is provided to inbound on potential FCR cases for coaching purposes \xe2\x80\x94 to ensure an improved customer experience for similar queries.
• To ensure any potential gap/errors /mass incident identified within inbound team to be flagged up to the relevant stakeholders timely for speedier customer resolution.
• To ensure 100% adherence to Unable to Contact (UTC) Process outlined for the respective customer request/escalation/follow up processing queues.
• To ensure communications with customers for all

People and Talent

• Ensure the team works in harmony together and supports business agenda in times of crisis etc
• Ensure the team is motivated and there are fun activities and team building organized periodically.
• Ensure team member\'s participation as part of their learning and development.

Risk Management

• Ensure the necessary support is provide to unit head on timely reporting operational loss and other risk items for the inbound team and to ensure complaint management process adherences for the inbound team as per below measures & target Measures & Targets:
• Achieve 100% compliance to relevant operational procedures and delegated empowerment matrix.
• Minimal errors on waivers performed on customer accounts as per empowerment matrix and 100% implementation of action plans post operational loss/risk reporting.
• Ensure compliance with changes in Operational Risk procedures and complaint management procedures.

Governance

• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
• Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times
• Ensure compliance with all applicable rules / regulations and company group policies

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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.
• 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.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Singapore business unit

Other Responsibilities

• Shall be review from time to time

ROLE SPECIFIC TECHNICAL COMPETENCIES

• High analytical skills; Good problem-solving skills Core
• Ability to manage difficult client situations Advanced
• Excellent verbal and written communication skills Advanced
• Exceptional time management skills Advanced

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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