Key Responsibilities
· Provide administrative support by accepting and arranging processing of various channels (straight2bank) and related products and services setup requests for all Corporate, Commercial Banking and Institutional Banking (CCIB) and Business Banking clients; including internal setups e.g. for Client Access, TB Implementation testing setups, various internal operations unit’s setups relevant to SAT.
· Maintain a professional SCB image through all interactions with clients and internal stakeholders
· Responsible for ensuring all documentation is in place before handover to GBS teams for processing for simple and complex onboarding and maintenance setups
· Follow logging of all setups in unit in house tracker and GEMS
· Referral management on setups in line with Global and Country DOIs
· To provide second level client support to resolve technical operating problems by conducting investigations, rectifying errors, including phone, email and on-site training and support,
· To ensure proper authorization process is followed when accepting setup registrations, submitting documents to GBS teams and file documentation as described in the respective DOIs
· Support new and junior team members by helping them in managing the BAU through knowledge sharing around systems and processes
· Develop and maintain rapport with business stakeholders e.g. TB Implementation Managers, Product managers, Relationship and client managers as well as GBS Hub teams (cross functional) for superior onboarding and ongoing support to all clients
· Ensure discipline and risk control around client confidentiality in all interactions via calls and emails
· Ensure strong due diligence on document safekeeping and data confidentiality
· Perform /maintain oversight of recompilation controls around vasco tokens and documents
· Support Team manager by handling / resolving first level escalations
· Timely escalation of setups off SLAs or any other issues being outstanding for clients, internal stakeholders
· Provide guidance and due support to Client Services team in resolution of 2nd level setups investigations
· Highlight significant issues/errors to team leader
· Awareness and adherence to SAT Business Continuity Plan (BCP) by maintaining due service delivery in crisis situations
Processes
· Work closely with Front Office Teams, other ITO teams in country and GBS HUB (Cash, Securities Services and Trade Ops) as product service specialist in country
· Build trusted partnerships with clients at the daily transactional / operational level
· Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RM, Product Sales, other Front Office Teams
Risk Management
· Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling
· Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
· Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
Key stakeholders
· Respective Product Operations Team Leaders, and Operations Head in country
· RMs & Business Managers
· TB Product & Sales Managers
· Head Client Experience, CCIB in country
· Country CIO
· Technology partners e.g. PSS, Collective Intelligence & Command Centre
· ITO teams in country and GBS Hub (Cash, Securities Services and Trade Ops)
Our Ideal Candidate
· 3+ years of experience in service related or Corporate Banking client facing functions
· Good level of cash product and services implementation and overall client management
· Knowledge in Corporate Internet banking and the documentation required for Corporate Internet Banking and various channels for Corporate clients
· Experience in crisis management and able to work well under pressure
· Excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
Role Specific Technical Competencies
· Excellent communication skills
· Excellent interpersonal skills
· Problem solving skills
· Detailed orientated
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.
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
