Job Description

The Role Responsibilities

Job Role

To handle customer calls / issues while providing consistent delivery of customer delight relating to queries / requests / financial needs / problem resolution keeping focus on SCB Policies.

Key Responsibilities

• Handle customer calls / issues quickly and effectively and end to end resolution (if applicable).
• Sign up customers for value added services and digital education (if applicable).
• Tag the call type accurately as appropriate.
• Give accurate information to customers on his queries / concerns.
• Have high awareness levels on KYC and Anti-money laundering Policy.
• Multi-skilled to handle both inbound and outbound calls (if applicable).
• Initiate and strive towards achieving set targets and service standards.
• Probe and identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable).
• Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management.
• Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable).
• Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable).
• Customer Data Confidentiality to be strictly adhered to.
• Adherence to compliance with all applicable rules / regulations and group policies.
• Ensure KPI\xe2\x80\x99s (Key Performance Indicator) and KRI\xe2\x80\x99s (Key Risk Indicator, eg - proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement.
• Follow up on delinquent accounts to negotiate for timely payments (if applicable).

People and Talent

• Lead through example and build the appropriate culture and values.
• Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure / capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Regulatory and 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 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.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Our Ideal Candidate

• Graduate.
• Fresher or with 1 - 2 years of experience in service / Sales / Collection (as per the job role).
• Excellent communication skills in written and verbal English.
• Strong service / Sales / Collection orientation (as per the job role).
• Strong knowledge of bank\xe2\x80\x99s products and services and willingness to learn new products.
• Flexible to stretch and work across different calendar days and time zones in a week / month.
• Manage conflicts and solve problems.
• Patient, Non-Confrontational, Resilient.
• Positive, polite, cheerful and courteous.
• Age limit (please specify) if applicable.
• Basic computer skills.

Role Specific Technical Competencies

• Communication skills

\xc2\xadAbout 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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