Job Description

Role Responsibilities

• To provide customer support to resolve technical operating problems experienced by the customer by conducting investigations, rectifying errors, providing phone and email support. The activities also include performing off-site trouble shooting, both through own technical expertise and through close liaison with IMO and PSS support.
• To manage the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency, with daily MIS to all internal stakeholders.
• Responsible for ensuring high quality Client Services, serving clients and SCB staff for advice, enquiries, complaints etc.
• Ensure adherence to polices including client identity verification, escalation and compliance requirements.
• Maintain a professional SCB image in all interactions with clients.

Business

• Communicate client feedback to DCDA, TB and RM on client needs and product.

Processes

• Provide the highest standard of Client Services in respond to client enquiries and complaints, so as to create improved, lasting relationships with our clients.

Risk Management

• Ensure process for client identification is clearly embedded.

Regulatory & 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.

Key Stakeholders

• CCIB Business
• SG DCDA
• PSS support

Our Ideal Candidate

• Diploma or Any Graduate Degree from a recognized University
• 4+ years of experience in service related or Corporate Banking client facing functions
• Good level of cash management and Corporate Banking/ product knowledge
• Experience in crisis management will be an added advantage
• Comfortable with direct client and business partners interaction, with proven client interaction abilities
• Native fluency or a high level of proficiency in both written and spoken Mandarin for business support in Greater China North Asia
• Excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
• Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients
• Highly organised with good communication skills
• Ability to multi-task and meet deadlines against a high volume work schedule
• Able to handle stressful situations well on a day to day basis, in the form of client interactions
• Experience in crisis management will be an added advantage

Role Specific Technical Competencies

• Effective interpersonal and communications skills
• Good questioning skills
• Organized and detail oriented
• Good analytical and problem-solving skills
• Ability to work under pressure

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.

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Standard Chartered