Job Summary
Strategy
- Build and expand client relationship through delivery of high-quality service
- Support Relationship Managers in acquiring, retaining and deepening banking relationship with clients
- Provide internal relief support
- Assist on control environment in International Banking
Business
Sales Support
- Refer clients with banking needs to respective RMs
- Co-ordinate on weekly and monthly sales reporting
- Co-ordinate on promotion campaign product bundling fulfilment, MGM, SGM and etc
Portfolio Management
- Handle Tagging and retagging customer status (upgrade/regrade)
- Handle of account related servicing
- Monitor the progress of customer's applications and other instruction (both financial and non-financial)
- Co-ordinate and reply to all customers enquire via phone-in or emails
- Monitor incomplete CDD related documents and assist the RM to follow-up and rectify the CDD deficiency
- Support in ensuring RMs attend to their morning excesses report
- Ensure Accurate & Timely submission of account / Wealth document to Branch Ops / Banking Ops
Customer Management
- Ensure proper communication to clients via phone calls/letters when there are changes in RMs
- Servicing walk-in clients transactions when RM is absence or not available
- Providing regular updates to customers on banking promotion and events
- Regular contact with clients on FD maturity
- Follow up on customer queries/ requests and issuing of clients reference letters
- Support RM in investigation and documentation of complaints in timely manner
- Assist to affect and monitor progress of clients service requests in CEMS (or equivalent)
Processes
- Administrative
- To provide relief coverage for Service ambassadors for PB centres Ensure cleanliness and general upkeep of PB centres
- Leave and claims management
- Raising RMS & Epro
Key Measurables
- Number of Ops/fraud losses
- Number of exceptions pick up during CST / audit
- Number of complaints / Compliment from customer
Risk Management
- Raise STR if necessary
- Forwarding and keeping track of all documentations which require senior managers approval
- Ensure proper follow up on the outstanding risk, document and overall control culture in the teams
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.
- Lead the International Banking 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.
Key stakeholders
- Branch
- Business Risk
- Operational Risk
- Operations
- Product and Segments
Other Responsibilities
- Embed Here for good and Group's brand and values in International Banking; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Our Ideal Candidate
- Diploma or Bachelor Degree
Role Specific Technical competencies
- Demonstrate good knowledge of financial industry
- Shows resilience in the face of pressure and obstacles
- Builds rapport with others and relates in calm engaging way
- Shows commercial acumen and has a good understanding of business. Purses self-development and progression obstacles
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What We Offer
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 leave, parental/maternity (20 weeks), sabbatical (12 months 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.
