Sales Assurance Analyst

Job description / Role

To process error free wealth management deals with our booking centres for our customers based in Africa and The Middle-East.

Execution of the day-to-day WM Deals, with quality controls to ensure timely and robust checking of transactions and maintenance of sound operational controls to meet local / regulatory and internal requirements.

Ensuring timely booking of deals by Ops through periodic monitoring activities and timely identification, reporting & support resolution of documentation gaps if any.

Key Roles & Responsibilities
- Check & process Investments as per checklist prepared. Quality check to mitigate any potential miss-selling risk
- Conduct Call Back of WM / other Specific Transactions for Quality Control / Compliance Check (Non-recorded F2F Transactions)
- Ascertain that the transaction was executed by the staff in line with the following criteria :
- Customer's Risk Profile understood
- Proper product selection / recommendation based on customer's Risk Profile
- Clear explanation of product features and risks
- Transparency in explaining all charges, fees and commission
- Confirmation that customer has understood all relevant terms and conditions
- Note deviations in transactions (including cases where customer could not be contacted) and escalate to Segment Line Manager and/or WM UORM
- Deviations in transactions are escalated to Segment Line Manager and/or WM UORM
- Review Voice Recordings of WM / other Specific Transactions for Fraud Control and Quality
- Compliance Check
- Compare with prescribed scripts / cue cards for all specified transactions
- Review all elements of the conversation (as prescribed in the scripts), covering:
- Customer identification
- Regulatory requirements, viz., customer need assessment, etc.
- Account operating mandate
- Customer initiation of transaction, where advisory not permitted
- Matching of products to customer needs / profile / suitability
- Description of product features / elements
- Disclosure of risks
- Disclosure of fees and commission
- Acknowledgement by customer of understanding product features, risks, etc.
- Confirmation of transaction by customer
- Answers to questions asked by customer
- Check customer authentication and transaction confirmation (e.g., Fraud Control) for all specified Transactions
- Note deviations in transactions (including cases where customer could not be contacted) and escalate to Segment Line Manager and/or WM Ops Risk
- Ensure all IS deals are processed within the cut off time for the day
- Ensure data integrity on the soft copy log
- Follow-up to ensure timely & accurate execution of deal with CB Ops.
- Maintenance of Register / Tracker & follow up with case status.
- Record & escalate SLA breaches if any as per the escalation grid.
- Prepare monthly KRI for Africa/ME.
- Continuous liaising with RM/ Unit Heads for error rectification.
- Taking necessary approvals from Business Heads as per the requirement.
- Recommend improvements in sales/suitability processes related to improve TATs; coordinate with deliverables with stakeholders towards End to End process management.
- Attending training sessions for new product launch for the understanding product key features and risks and liaising with product team for further clarification.
- Providing necessary information to Operation Risk department for any complaint raised by customer or doubt/ query highlighted by OR team.

Requirements

- Prior experience of customer interaction and excellent customer services experience gained within Wealth Management.
- Previous experience of supporting a Wealth Management sales team.
- Strong understanding of Wealth Management products, both investment and insurance products.
- Prior experience of working within a Wealth Management or Private Banking governance model.
- Previous experience of risk and compliance management with either Wealth, Private Banking or Priority banking departments.
- Excellent communication skills.
- Prepared to take the initiative and deliver superior customer service.

Only candidates which closely match the above requirements will be considered for interview.

Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.