Job Description

Roles and Responsibilities

Domain Capabilities

Product / Domain Knowledge

• Possesses in-depth understanding (end to end) on the product / process
• Having knowledge of Credit / Debit Card transaction cycles.
• Having knowledge of the end to end process of chargeback.
• Able to perform rule based technical work involving acceptable deviations and exceptions
• Should perform the chargeback process in line with Visa/MasterCard/RBI rules and regulations.
• Able to identify, understand and articulate the requirements of the products from customer point of view & how it will benefit them
• Able to guide the front end to get the relevant details/supporting documents to proceed with the chargeback process as per Visa/MasterCard rules and regulations.
• To keep in mind the customer's expectations with reference to conversion of transactions to EMI / RATE CHANGE / TENOR CHANGE / PRODUCT CHANGE

Process Management

• Able to identify opportunities to automate repetitive logic based manual activities.
• Ability to identify automation opportunity to avoid unnecessary excel tracking.
• Perform independent activities concurrently
• Ability to analyse the disputes in all aspects in line with Visa/MasterCard chargeback guidelines.
• Highlight to seniors in case of exceptions and also for high value cases.
• Give inputs from ground level after understanding the big picture
• Having end to end understanding of the process starting from the receipt of dispute form and the closure of case to provide the inputs to avoid any process lapse or process gap.
• Supports and involves in change management plans in achieving mutual objectives to manage change.
• Ability to update their knowledge as when there are changes in the Visa/MasterCard/RBI rules and regulations.
• Open to suggestions and experimentation
• Should be willing to experiment by capitalising on the UAT environments available for various projects to check the process improvements by change of parameter settings in CCMS / Cards 400
• Should be willing to experiment effectively which would bring in reduction of TAT for customer, process efficiency, cost saving or increase in revenue without any disruption to BAU activities
• To have a sense of urgency in meeting deliverables in TAT and Accuracy
• To always have customer requirements in mind while executing Credit card transactions
• To perform all the credit card transactions right the first time

Capacity Planning

• Possess ability to understand the work plans and organizes their own work effectively
• Able to identify sudden changes at a transactional level
• Raises issues when they see the task is at risk
• Completes work as assigned

Operational risk Management

• Understands what the various risks are at transaction level and some of the mandatory actions that need to be performed.
• Escalates issues to senior management within parameters of role
• Describes the fundamentals of operations risk
• Awareness on transactional level fraud

Behavioural Capabilities

Precision Accuracy

• Able to drive quality work within team and self
• Proof reads work and/or checks the process delivered thoroughly in order to eliminate errors.
• When issues present consults with others in order to ensure he/she has resolved them in the appropriate way.

Client Centric

• Considers the impact of their actions on the end-to-end process and customer.
• Understands basic customer service requirement and able to apply same in own areas of work
• Able to provide differentiated customer service for various types/ grades of customers
• Treat all clients with respect and cultural awareness
• Able to show empathy in terms of keeping the customer point of view while processing a transaction / working

Communication

• Possesses ability to translate complex information into easy- to-understand language
• Proficient in both verbal and written communication
• Escalates issues and concerns in a timely manner

Problem Resolution

• Understands the situation and perform right escalations
• Being able to provide data for performing root cause of the problem
• Ability to speak up when in disagreement and opposition
• Ability to understand the existence of crisis and conflicts
• Able to work in a team with good interpersonal skills

Managerial Capabilities

Stakeholder Management

• Understands and knows who the stake holders are and meets SLAs.
• Able to provide timely and accurate response to queries / request raised by Stakeholders

People Management

• Able to cooperate and work as a team in an open and approachable style.
• Be good team player taking team's goals into consideration.

Change Management

• Understands the need for change and willingly accepts it
• Able to quickly adapts to changes with regards to process, projects, behaviour etc
• Ability to look beyond self-interest to collective interest
• To positively respond to the pace of change

Data Analytics

• Able to analyse the process to understand the dimensions of the job

Our Ideal Candidate

• B.Com, MBA Finance,ICWA,CA Inter
• Experience less than 4 years
• Account Operations
• Operational Risk
• Regulatory Reporting
• RBI knowledge
• Taxation
• Clearing
• Money Exchanges
• Multicurrency
• Collections

Role Specific Competencies

• Knowledge on Banking domain
• Knowledge on Credit / Debit Card process
• Knowledge on Dispute process including Pre-arbitration/Arbitration
• Reporting process (Central bank)
• Reconciliation Monitoring (GL account handling)

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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