Job Description

Role Responsibilities

• All S2B Technical (Channel) Enquiries, Request and Complaints are responded promptly via Inbound calls, email or Live chat and ensure the TAT is met in attending all the queries within cut off to be addressed the same day.
• Assisting customers with product setup by providing step by step guidance / instruction and resolving any technical issues they might experience.
• Following up with customers to ensure that reported technical difficulties have been resolved
• Troubleshooting, analyzing, and reporting any channel (S2b) errors, failures, or malfunctions to Technology and coordinating with them for a fix.
• Analyzing client feedback / Client data and advising management on areas of improvement
• Work together with other Technology teams to find solution to more complex issues and ensuring that the client issue is fixed.
• Provide detailed information about the products and services offered to the customers.
• From time-to-time Conduct Training for clients on Online channel and its features
• The staff must be well equipped in preparing all required performance related reports required by the Bank \xe2\x80\x93 daily, weekly, monthly etc.
• Projecting transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency
• Training staffs to required skill and knowledge requirements by upskill the junior staffs to manage the enquiries, requests, and complaints independently
• The staff shall adhere to their Service Level & Metrics as detailed in the \xe2\x80\x9cCSG Metrics Guide\xe2\x80\x9d
• To assist the team responsible for implementing change to achieve market leadership in customer service.
• To manage the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency whilst minimizing risk
• To work with the team and Line Manager team to meet and exceed service standards.
• Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers.
• Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies, and regulations.
• Ensure adherence to policies including escalation and compliance requirements.
• Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.

Strategy

• Assist in implementation of service improvement initiatives in Client Services centre and facilitate transfer of best practices.

Business

• Leverage on the VoC process to understand client\xe2\x80\x99s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage. Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.

Processes

• Provide the highest standard of Client Services in response to client enquiries and complaints, to create improved, lasting relationships with our clients. Responsible for client satisfaction with service arrangements and delivery.

People & Talent

• Maintain a professional SCB image through all interactions with clients. Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.

Risk Management

• Ensure process for client identification is clearly embedded. Ensure that all control reconciliation activities are conducted in a timely and accurate manner. Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.

Governance

• Ensure adherence to policies including escalation and compliance requirements. Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.

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.

Key stakeholders

Internal

• Head of Client Services Group
• Client Service Account Managers
• RM\xe2\x80\x99s and Client Managers
• Senior Managers, Managers from other related departments.
• Client Services Managers
• PSS / Production Engineering team

External

• All CCIB Clients
• Key personnel of companies
• Other Banks

Other Responsibilities

• Embed Here for good and Group\xe2\x80\x99s brand and values in Cash Client Services ASEAN / CHD team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Our Ideal Candidate

Role Specific Competencies

• Customer Service Management
• Knowledge of Customers
• Service Excellence
• Channel Knowledge

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 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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