Mobile Senior Client Service Executive

Not Specified
Job Description



About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities

Scope of Role
Able to mobile working at different locations to support both Business Banking and Personal Lending team in BB product and Individual asset product related operations and services when in need. Follow role and responsibility of respective CSE/SCSE position to delivery required performance result during mobile working period.
按照MO团队业务需主管工作安,需在全国范围内跨长期出差,并需在出差地分行连续工作,有需CSE/SCSE岗,时在过程中始终守该岗责,完岗责岗业务目,确业务有效达
Strategy
Awareness and understanding of the Group&rsquos business strategy and model appropriate to the role
Business


  • Have product/process knowledge for multiple business lines in BB and Personal lending to ensure seamless resource back up when in needs. Follow role and responsibility of respective CSE/SCSE position to delivery required performance result during mobile working period


  • 掌中业行部个人贷款部产知识相关作程,有需时能够时在行于全国范围内任一分行CSE/SCSE岗上实现接地工作,按照岗(能在任一分行)责完岗责


  • Leveraging the mobility of work, able to find opportunity for service quality improvement and process optimization in term of cost efficiency, less turnaround process time, better risk management measures, identify process gap and governance control loops between support team


  • Support LM to drive, execute business strategy focus and initiatives for better working efficiency and effectiveness

  • Support service management and business in driving service performance in term of productivity, execution quality and process risk management

  • Find service improvement opportunity for better working efficiency and effectiveness


Processes

  • Acknowledge, follow and able to work mobile in Pan China to support MO team where having resource pressure and working location will be subject to detail arrangement on due with no objection and performing corresponding duties

  • 知并从行出人调动通知安,在MO团队需人时,,到在岗履行相岗责


  • System right will be adjusted to either maker or checker subject to the role support to and ensure transaction authorization within authority


  • 系统岗进行调整确授交在范围内作


  • Support both Business Banking and Personal Lending team in BB product and Individual asset product business end operations which include case submission in system, onsite witness, document review, data entry, scanning, call back customer, loan disbursement, document filing, regulatory reporting and etc to ensure execution accuracy, compliance, completeness in line with bank internal and external rules/procedures/manuals/ standards/group requirements/regulatory requirement/laws as well as to keep high class level of services to our clients


  • Ensure all required certifications are obtained per internal and external requirements


  • Embed client centric mind in daily operation as well as to maintain up best in class front-line service

  • Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience

  • Achieve client satisfaction in daily services and operations

  • Build SCB a great place to work

  • Fully understand the importance of Consumer Rights Protection, prevent damage to consumers best interest

  • Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings

  • Always embed Consumer Rights Protection mindset when performing daily work


People and Talent


  • Actively participate in various campaigns related to service team and achieve the target

  • Develop multi-product knowledge and job skills to support different segments and sales channels

  • Complete new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline


Risk Management

  • Perform bank required due diligence on daily base to ensure no exception in execution

  • Support Line Manager achieve good MCA rating in branch audit

  • Escalate for any exception detected or observed in daily work to minimize potential negative impact on the bank


Governance

  • Complete regulatory required reporting timely and accurately to ensure the report follows regulatory requirements with no exception

  • Adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions

  • Adhere to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery & corruption), compliance policies and the Group Code of Conduct well manage client complaints & CDD




Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group&rsquos 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 [N/A] to achieve the outcomes set out in the Bank&rsquos Conduct Principles: [Fair Outcomes for Clients Effective Financial Markets Financial Crime ComplianceThe Right Environment.] .

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.


Key Stakeholders
Country Conduct, Financial Crime and Compliance team, CPBB Ops & Onboarding Ops GBS teams,CPBB Product and Segment, CPBBSales team, Business Risk Management team, (if have matrix as CGM , add City General Manager)
Other Responsibilities

  • Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies


解认并守本地法律法以渣内部策中关于个人问责责;

  • Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities


跟上本地问责法律法展,以有效地确并强化内控;

  • Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank


审慎勤勉地履行岗责,以个人或团队身份,为任何导致行或能法律制管罚大财务失或声誉负影而出努力;

  • Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections


对未守相关范程未履行责以未执行整措施承担相责任;

  • Cooperate with any investigations or reviews on regulatory failure such as accountability review


任何关于管定调查或审查,例,问责审查
Our Ideal Candidate


  • Information Capture

  • Document Management

  • Operational Risk

  • Understanding Customer Needs



Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

Job Source: scb.taleo.net

We are a leading international banking group, with a presence in more than 60 of the world’s most dynamic markets. Our purpose is to drive commerce and prosperity through our unique diversity, and our heritage and values are expressed in our brand promise, Here for good.
Standard Chartered PLC is listed on the London and Hong Kong Stock Exchanges.

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