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About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
To manage and respond to the client's complaints within Standard Chartered Private Bank for Dubai Advisory centre and Booking centre
To handle complaints with a focus on resolving clients concerns independently in an empathetic and appropriate manner, adhering to the regulator's rules and regulations.
Demonstrate excellent communication (written and verbal) skills and an investigatory mind set
Transform the client experience and productivity of the private bank. Work with subject-matter experts to conduct end-to-end reviews of current practices and processes, design improvements to simplify and streamline, and drive changes through implementation.
Able communicate the changes delivered to generate excitement and create a culture of continuous improvement.
Responding to the complaint both in writing and verbally delivering excellent client service always whilst managing reputation and regulatory risk.
Conduct investigation and coordinate with relevant parties to ensure timely resolution. Escalate immediately as and when required.
Effective root cause analysis and resolution of client complaints in line with internal policies and regulators rules and regulations
Adhering to applicable time frames with acknowledgements and responses
Maintain up to date knowledge of the regulator's rules and regulations
Provide client complaint trends and feed lessons learnt back into the business through correct channels to improve future Client experience and reduce complaints.
Compile and provide complaint metrics to internal senior business management and be responsible for regulators
Consistently meet performance targets for quality and productivity.
Constantly act as a clear and visible champion of client service excellence, generating high levels of satisfaction through all interactions with them.
Build strong relationships with internal customers, using available resources, to resolve complaints
Conduct training for to the Private Bank staff and annual "re-fresh" training to existing staff
Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients.
Maintain the up to date tracker. Manage regulatory and operation risk frame work reporting of complaints
Ability to work with Relationship Management team, operations, compliance etc. focusing on working as "one bank"
Good understanding of the how the global financial and investment markets operate
Review and understand key business policies and processes in Private Banking, with an emphasis on client experience and front office productivity.
Identify critical pain-points and articulate how planned / in-flight projects will solve them.
Use the root cause analysis outcomes to improve the client experience
This includes a mix of:
Tactical improvements to existing practices with direct impact to clients.
Work with local management team on different projects as required from time to time
End-to-end reviews of high-volume, cross-functional processes
KEY MEASURABLES: Capturing all complaints in a measurable format adhering to internal and external rules and regulations Adhering to applicable time frames with acknowledgements and responses Projects successfully completed; business impact achieved from them. Effectiveness of execution in projects, within scope of responsibilities listed above. Feedback on quality of work by stakeholders and senior management.
CAPABILITIES REQUIRED: Good understanding of the how the global financial and investment markets operate Excellent professional skills, including verbal, presentation and written communication skills. Proficient use of the English language. Solid knowledge of banking practices and associated regulatory requirements Willingness to speak/correspond to clients when required Ability to work under pressure Team player Ability to work with Relationship Management team, operations, compliance etc. focusing on working as "one bank" Strong skills in conceptual and quantitative problem-solving, aligning a broad range of stakeholders from multiple functions, and executing against a tightly-defined timeline. Solid understanding of investigation and root cause analysis techniques. Good understanding of change/transformation role within a bank and a Front Office experience in a private banking unit.
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our career pages .