Job closed
Ref: HP048-1469
Job description / Role
The Role Responsibilities
Customer Service
* Drive a culture of complete adherence to local and international service standards for affluent customer segment.
* Ensure all points of customer contact practice service excellence in handling staff issues, complaints, etc.
* Handling staff complaints effectively and ensure complete customer satisfaction.
* Ensure 90% of client instructions meet Priority & International Banking TAT's as mentioned in the SLA between Operations and Premium Banking
* Ensure all complaints to be resolved within 24 hours.
* Ensure all complaints and negative feedback is logged in the system immediately upon notice.
* Manage staff satisfaction surveys
* Ensure accuracy of the account opening process.
* Identify service gaps, repetitive complaints.
* Conduct staff visits as required.
* Respond to client Query /RM queries in a timely fashion.
* Verify documentation for accuracy.
* Ensure error free checking and avoid any financial losses to the bank.
* Follow up, monitor and review credit facilities on time and as per agreed standards.
* Provide support to Priority & International Banking sales team and ensure timelines are met.
Compliance & Risk
* Ensure compliance to policies pertaining to customer diligence, data confidentiality.
* Ensure full awareness of all policies and procedures issued in relation to service, operational risk and Service.
* Ensure the team read, understand and comply with all provisions of the Group Code of Conduct.
* Ensure appropriate internal controls and procedures for money laundering prevention are in place and functioning as intended. Where appropriate, assist in the investigation of financial crime risks.
* To ensure total compliance with laid down norms in terms of compliance risk, credit policy, documentation, operational risk and other Group / Regulatory control Standards
* Ensure CDD/AML updates, proper zero error documentation.
* Update the systems, adhering to the contact Management Plan.
* Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and CDD.
* Ensure compliance with the above policies on an ongoing basis and report any suspicious transaction immediately to the supervising officer.
* Ensure full awareness of all policies related to operational risk, sales processes, anti-mis-selling, etc.
* Read, understand and comply with all provisions of the Group Code of Conduct
Apply now to join the Bank for those with big career ambitions.
Requirements
* Minimum 5 years experience in service relationship management.
* Experience in handling retail banking products.
* Strong communication, language and negotiation skills with the ability to influence outcomes.
* Networking & strong inter-personal skills to manage inter-departmental deliverables.
* Proficiency in Computers.
* Adapting to multi-cultural environment.
* Good understanding on Policies and procedures
* Leadership skills and Team player
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.