Standard Chartered Permanent Customer Service jobs

Key Responsibilities

Strategy
• Efficient and effective process design: Continue to design standardised processes at country and within COE/ GBA while optimising for cost and resourcing.
Business
• Improve client experience and reinvent the future: Collaborate with business teams/ control partners supported with robust technology solutions to achieve overall AO TAT of <10 days & ETB TAT <2 days for 80% of applications across centres.
Processes
• Drive a data driven operation
• Develop metrics and build data analytics to track digital origination, STP rate, TAT and productivity of different operations processes
• Build capabilities to track cost-to-onboard of different products to facilitate optimal business decision & resources allocation
• Build an operation dashboard with key KPIs covering productivity & capacity to monitor key performance and facilitate early issue identification
• Achieve the OKRs set for different CJs
People & Talent
• Continue to develop leadership and talents and build succession plan in different levels
• Continue to drive well-being agenda in Group CDD team
• Drive a client-focused culture and build a mindset of end-to-end accountability & ownership for the people leader
• Drive awareness of the sustainability in the team and embed these strategic initiatives as part of our daily operations.
• Upskill staff and develop clear successors to up to 2 downs
• Improved people engagement – measured by improved scores on My Voice Survey

Risk Management
• Proactive Risk Management and Governance: Continuously improve Private Banking onboarding quality and increase self-identification of issues to create a culture of proactive risk management
• Maintain oversight over outsourced processes covering COE and third-party solution providers.
• Audit results of >80% Acceptable CE and >90% Established MCA
• No elevated residual risks for onboarding journey
Governance
• Maintain high quality deliverables
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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
• CDD Group
• CFCC HK and CFCC Poland
• FCC HK and FCC Group
• Business
• BRM
• BPM

Other Responsibilities
• Embed Here for good and Group’s brand and values in Hong Kong CDD onboarding (CAR Team); Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Skills and Experience

• Anti-money Laundering Policies and Procedures

Qualifications

• Degree holder in Business, Finance or other related disciplines

• Holders of below qualifications are advantageous

• Certified Fraud Examiner of the Association of Certified Fraud Examiners (CFE US) or

• AAMLP, HKIB / CAMLP, HKIB or
• CAMS

• Proficient in written and spoken English and Chinese.

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.