Job Description

Job SummaryEnsuring high quality customer service, ensuring internal and external compliance on NR operations, handling NR client escalations and leading the service agenda across NR channels- NR Acquisition and NR HUB) involving process improvements and re-engineering.Key ResponsibilitiesStrategy

• Assist Business NR Client Experience and Process Manager in coordinating, driving and directing effective customer service excellence, seamless processes, service agenda and audit related actionable across all NR Acquisition and NR Sky

Business

• Ensure timely resolution of NR complaints and end to end closure for escalation cases.
• Gather/prepare statics for service quality and productive indicators.

Processes

• Ensure compliance with internal and external guidelines and ensure minimal audit findings.
• Find ways to improve operations efficiencies and cost save measures.
• Ensure high level accuracy on transaction processing within standard turnaround time to ensure client satisfaction.
• Monitor customer satisfaction survey ratings, net promoter score from the clients and ensure continuous improvement for better quality services.

People & Talent

• Ensure adherence to laid down processes, facilitate first time resolution, minimise rejections and client escalations.
• Drive digital penetration, migrate client transaction to alternate delivery channels.
• Responsible to ensure timely completion and follow up of remediations across NR channels including RFI, TRR, PRR, HNW, PEP review, dispensation, hard hold cases, sigcap and other CDD related remediations undertaken time to time

Risk Management

• Identify gaps and arrange training on process improvements and policies for NR service.

Governance

• Ensuring high quality customer service, ensuring internal and external compliance on NR operations, handling NR client escalations and leading the service agenda across NR channels- NR Acquisition and NR SKY involving process improvements and re-engineering

Key stakeholders

• NR Segment/ Wealth Management Unit
• Operations units
• Control functions

Skills and Experience

• Wealth Advisory/Management
• Client Relationship Management
• Portfolio Management

QualificationsnaAbout Standard CharteredWe'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 offerIn 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.

27340

Standard Chartered