Job Description

Job : Retail Banking
Primary Location : Asia-Singapore-Singapore
Schedule : Full-time
Employee Status : Fixed Term
Posting Date : 28/Nov/2023, 3:59:34 AM
Unposting Date : Ongoing


Recent Polytechnic Graduates who join the SG CPBB Digital Banking Apprenticeship Programme will go through a 12-month learning and development journey across various SG Digital Banking Functions (including but not limited to CX Support, Design Thinking, Digital Engagement, Digital Platforms, Digital Sales, Retail Analytics). During this learning journey, you will embark on two 6 months rotations. You will be exposed to different projects and tasks, alongside structured trainings, mentorship and on-the-job learning. Through the programme, you will experience an incredible and varied global learning experience, which include:

• Talent assignments
• Technical and professional skills training
• Future Skills and development workshops
• Targeted online learning
• Inspiring thought leadership speaker events
• Real-life business problem solving and more

• CX Support \xe2\x80\x93 Shape and champion the customer centric culture of SG CPBB. Through the initiatives stated under \xe2\x80\x98Processes\xe2\x80\x99, it helps foster a culture where every member is dedicated to understanding, valuing, and enhancing the customer experience
• Design Thinking \xe2\x80\x93 Using client centric approach to drive process simplification and projects, to achieve business objectives across our channels as well as best-in-class client experience
• Digital Engagement \xe2\x80\x93 Ensuring our customers remain engaged with our mobile app, products, services, and maintain a strong relationship with our bank
• Digital Platforms \xe2\x80\x93 Deliver the bank digital capabilities from the business side on our Digital Platforms (primarily on Online Banking, Mobile Banking, Pre-Login Website and Online Real-time Onboarding platform)
• Digital Sales \xe2\x80\x93 Support acquisition for personal retail baking products in Singapore and ensure smooth digital sales operation to facilitate the launch of digital programs
• Retail Analytics \xe2\x80\x93 Generate and manage customer leads for BTL campaigns and providing routine tracking reports to monitor campaign performance & effectiveness

• To drive initiatives to foster a culture where every member in SG CPBB is dedicated and accountable to deliver a customer-centric experience across all facets of the business
• Support the development of effective owned media channel acquisition and cross-sell strategies and optimizing channel experiences to drive conversions

• To foster a strong commitment to drive a customer-centric culture across SG CPBB by implementing initiatives
• Leverage on customer analytics and feedback to gain actionable insights
• Establish a robust feedback loop, actively seeking and listening to customer feedback and utilizing to drive improvements in products, services and overall customer experience
• Provide support to track, monitor, analyse and report online sales funnel drive digital sales for key retail products such as Personal loan, Credit Card, CASA and Wealth
• Work with Digital Sales Specialist, Retail Product Owners, Marketing and vendor partners to develop innovative and effective digital campaigns for both online (SC.com) and mobile channels (SC mobile App)
• Provide support in any other ad hoc activities to achieve business deliverables

• To support the leads and colleagues of Digital banking in the various rotations (including but not limited to)
• Data analysis \xe2\x80\x93 Analysing customer data to extract meaningful actionable insights and trends
• Feedback collection \xe2\x80\x93 Gathering and interpreting customer feedback through various channels such as surveys, interviews, other channels to derive actionable insights to enhance customer experience
• Communication \xe2\x80\x93 Regularly communicate customer success stories, feedback key insights of customer voices to reinforce the impact of a customer-centric approach
• Collaboration \xe2\x80\x93 Establish seamless collaboration and discussions across departments to ensure consistent and cohesive customer interactions
• Monitoring \xe2\x80\x93 Keeping track of customer satisfaction metrics such as NPS/ Kantar brand, and identifying areas for improvement
• Technology and tools \xe2\x80\x93 Use of customer analytic tools/ technologies to enhance data-driven decision making
• Work closely with cross-functional team including Product, Operations, Tech and Group teams to maximize client experience and satisfaction

• Where applicable, escalate key issues identified during the process of gathering client insights
• Implement new digital capabilities, initiatives and campaigns in accordance with Retail Banking Risk Management framework and governance processes

• Support to optimize reporting framework, process operation, and program management
• 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
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

• Graduated with a Polytechnic Diploma with less than 2 years of working experience
• Have the permanent legal right to work in Singapore
• Keen interest in Banking and Finance Industry, particularly in the digital realm
• Possesses excellent interpersonal skills, multi-cultural awareness and sensitivity
• Curious and bold learner to understand various Retail clients\xe2\x80\x99 products and systems
• Strategic thinker to develop comprehensive digital engagement strategy to foster customer loyalty
• Exceptional written and oral communication skills

• Knowledge in coding and programming languages like SAS, Python or R
• Proficiency in Analytics to utilise data driven insights and identify trend