Job Description

Description - External
Roles and Responsibility

JOB SUMMARY

• Define key responsibilities to reflect the duties and responsibilities of this role.
• Refer to myHR for guidance on how to define roles and responsibilities.

RESPONSIBILITIES

• Refer to guidance for each section below.
• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received for branches through COMMAND.
• Gather / prepare statistics for service quality and productivity indicators.
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.
• Find ways to improve operational efficiency and control costs to meet cost budgets.
• Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs.
• Monitor customer satisfaction survey ratings, net promoter score or any other survey / feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service.
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking.
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized / overridden by appropriate authorities.
• Responsible for general reconciliation and control activities.
• Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines.
• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff.
• Contribute to branch performance through referrals, efficient customer service, effective operations controls.
• He / She is aware of bank's Mis-selling and Sales Policies and ensure adherence all the times.
• Ensure he / she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. He / she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance.
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace.
• Ensure that your actions do not put others at risk, Work in a healthy and safe manner.
• Encourage others to work in a healthy and safe manner.
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace.

Governance

Regulatory and 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 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/XXX [team] to achieve the outcomes set out in the Bank's 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.

Other Responsibilities

• Embed Here for good and Group's brand and values in [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

SKILLS AND COMPETENCIES

• There are 12 behavioural skills that underpin our Valued Behaviours. Each of these skills is known to drive high performance in organisations and is used to inform how we hire, develop, and promote our people.

Action Oriented

• Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm.

Collaborates

• Building partnerships and working collaboratively with others to meet shared objectives.

Customer Focus

• Building strong customer relationships and delivering customer-centric solutions.

Minimum Standard for all People Leader roles Courage

• Stepping up to address difficult issues and saying what needs to be said.

Instils Trust

• Gaining the confidence and trust of others through honesty, integrity and authenticity.

Nimble Learning

• Actively learning from experimentation, success, and failures. Applying lessons learned to new problems.

Decision Quality

• Making good and timely decisions that keep the organisation moving forward.

Develops Talent

• Developing people to meet both their career goals and the organisation's goals.

Drives Vision & Purpose

• Painting a compelling picture of the vision and strategy that motivates others to action.

Gives Clarity and Guidance

• Providing direction, delegating and removing obstacles to get work done.

Minimum Standard for all Managing Director roles Manages Ambiguity

• Operating effectively even when things are not certain or the way forward is not clear.

• Seeing ahead to future possibilities and translating them into strategies that address changing needs while leveraging the bank's strengths. Please select from the drop-down.

Our Ideal Candidate

• TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS
• Refer to myHR for further guidance
• Graduate / Post Graduate
• Customer Orientation and service focus
• Anywhere between 1 - 4 years of overall experience
• Banking knowledge, understanding of front and back office processes and procedures
• Good Interpersonal Skills
• Strong Communication Skills
• Team-playing ability

Role Specific Technical Competencies

• Example:Data Science.

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:

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