Specialist - CCT-2400005217

JOB PURPOSE

• To perform service operations activities that supplements to the frontend request placed by the client
• To manage the generic mailbox of the bank and other activities like client CEMS request checker.
• To perform survey calling activity and update MIS appropriately
• To maintain records/MIS of the types of error and the issues and all complaints handled.
• Adhere to Key deliverables with focus on 
• Productivity Benchmark
• Process accuracy
• Request resolution within SLA 

KEY RESPONSIBILITIES:

People

• Identify at least 1 successor for all critical roles that one handles and all reports/MIS that one sends
• Work jointly with team and all Units towards achievement of Organizational Objectives
• Unplanned offs<3 in the year
• Complete assigned requests within TAT

Customer Experience& Productivity:

• Ensure the stake holder mails are reverted within target turnaround time
• Ensure TAT is adhered as per pre-agreed SLA on Requests/Complaints/TL Calls/Static data 

Calls/KYP/Emails handling/CEMS and Non CEMS activities/ VOC, any adhoc requirement.

• Minimum productivity of 90% to be achieved
• Process Improvements & RCA
• Flexibility

Audit Controls and Costs – Weightage 5%

• Ensure adherence to all Group policies & Procedures.
• Ensure adherence to local laws & respect the Community within which we operate.
• Ensure that all KYC and Anti-Money Laundering Policies’ are well known and followed.
• Ensure timely completion of all Mandatory E-Learning modules and LINQ CIBs are acknowledged.
• Ensure correct & timely updating of leave on the PeopleSoft portal.

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• UAE banking clients, CPBB Management

Other Responsibilities

• Embed Here for good and Group’s brand and values ; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

• Education: A bachelor's degree is preferred. 
• Experience: Previous experience in customer service, conflict resolution, or a related field is valuable. Experience in handling complaints and resolving issues is a plus. 
• Communication Skills: Strong verbal and written communication skills are essential for effectively addressing complaints and explaining resolutions to customers. 
• Problem-Solving Skills: The ability to analyse situations, identify root causes of complaints, and develop effective solutions is crucial. 
• Empathy: Empathetic listening and understanding of customer concerns are important for building rapport and finding satisfactory resolutions. 
• Patience: Dealing with upset or frustrated customers requires patience and the ability to remain calm under pressure. 
• Conflict Resolution Skills: Knowledge of conflict resolution techniques and the ability to mediate between parties in dispute is valuable. 
• Attention to Detail: Accurate documentation of complaints and resolutions is essential for record-keeping and process improvement. 
• Computer Skills: Proficiency in Microsoft office and customer relationship management (CRM) systems may be required. 

Role Specific Technical Competencies

• Microsoft Office

About Standard Chartered 

We're an international bank, nimble enough to act, big enough for impact. For more than 160 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: