Job Description

The Role Responsibilities
The Reporting & Analytics Manager is part of the Retail Analytics Team delivering Insights drive our client\'s business and translating them into actual revenue generating campaigns. It is a challenging role, as individual requires end-to-end knowledge of the Team function, and consistently strives to better our process. Successful candidate should be technically knowledgeable, while proactively and constantly improving current processes to better our operational efficiency. This role is required to engage, resolve and deliver end-to-end completion of disputes complaint-related cases and drive process improvement through client insights/feedback.

Key Responsibilities:

• Improve current BAU processes, identifying pockets of opportunities for streamlining
• Key lead and hands-on for technical platform upgrade planning
• Be the internal consultant to Retail Analytics and the Business for strategic decisioning requiring next generation analytics.
• Work closely with CoE Team for Business requirements requiring Artificial Intelligence Models

Business

• Drive process improvement by incorporating client insights and streamlining processes. Able to analyse client insights / survey and identify pain points besides management of client complaints.

Processes

• Handle various levels of clients\' complaints or enquiries, ensuring all cases are dealt with in a timely manner and ensure fair client outcome. Complies with laid out policies and procedures when handling disputes/complaints/enquiries, taking into account any risks of the Bank\'s reputation. Deliver professional and excellent client experience by providing accurate, relevant and timely information on our products and services.

People & Talent

• Ensure daily productivity towards meeting CE targets and ensure consistency in achievement of individual productivity and quality of work. Individual responsibility to upskill and sharpen compatible skills to manage all escalated complaints including PIS complaints.

Risk Management & Governance

• Able to analyse client insights / survey and identify pain points besides management of client complaints

Regulatory & 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.

Key stakeholders

• Internal/External Stakeholders: Frontline, Products and Operations

Our Ideal Candidate

• Degree in Quantitative field.
• 10 + years of relevant experience in Banking / Analytics.
• Programming / System (e.g. SAS, SQL Python, PEGA, Adobe Client Management, Power BI, Tableau, etc.) knowledge and next generation analytics know-all would be a priority requirement
• Logical thinking and process oriented individual, paying attention to details and meticulous, and with ability to also think out-of-the-box with
• A bility to work independently and fit well in the Team
• Ability to bring across ideas well, communicate and articulate key points in a concise and accurate m anner
• Multi-tasking and working on tight deadlines, without compromising on work quality and data a ccuracy
• Understanding and awareness of the importance of Data Security and Privacy pertaining to Retail
• Banking environment would be a plus

Role Specific Technical Competencies

• Programming / System (e.g. SAS, SQL Python, PEGA, Adobe Client Management, Power BI, Tableau, etc.)
• knowledge and next generation analytics know-all would be a priority requirement
• Adobe Target
• Awareness of the importance of Data Security and Privacy

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 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.
Visit our careers website www.sc.com/careers

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