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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 deliver a professional, telephone based, HR service to the bank's managers and employees
Delivering the highest standards of service in every customer interaction, ensuring an accurate, efficient resolution is provided to each query, through effective use of knowledge, processes and technology, in line with the AskHR vision
As the primary point of contact to the business, the AskHR Generalist delivers quality HR services with the purpose of resolving the maximum number of queries during a single call, followed by web and Email channel.
The Role Responsibilities
Takes end to end ownership in managing HR queries and follows through to closure
Develops a broad understanding of the bank, the geographies it operates and the profile of the bank's employees in order to better understand employee needs
Provides accurate and timely resolution thereby building the reputation of AskHR so that employees and managers highly value the HR advice and support they receive
Proactively escalates issues in a timely manner, where additional technical skills or authority are required, to ensure that queries are resolved within agreed timelines
Advise and guides managers and employees on HR policies, products and processes
Expert at interpreting a question and retrieving the right knowledge to provide right solutions to people's HR queries
Delivers enhanced levels of service to specific customer segments based on defined SLA's
Takes initiative to continuously improve the knowledge management content, processes and usage so that content is easily accessible and readily available
Identifies opportunities to improve HR products, processes, policies and ways of working by providing inputs to the AskHR knowledge management team, to ensure AskHR consistently provides accurate and reliable answers and solutions
Stays current with global HR trends and practices and regularly networks with internal and external HR professionals to drive continuous improvement of AskHR and enhance the employee experience
Provides inputs as requested for the root cause analysis to ensure a permanent fix is applied and prevent problem reoccurrence
Takes ownership of personal development by seeking and responding to feedback on performance
Proactively participates and leads personal development through formal and informal learning activities
Delivers personal performance in line with the global performance management process to continually raises the bar on performance and takes ownership of personal development
Builds capability within AskHR by knowledge sharing of lessons learnt
Drives usage of employee and manager self service, by appropriately reinforcing how people can use the PeopleSoft portal to search for information and resolve queries themselves
Demonstrates creative and innovative ways of influencing people to use AskHR
Maintain data confidentiality; during every employee interaction ensures data is only disclosed to validated individuals and that any data disclosure complies with the bank's data protection standards
Stays vigilant, proactive, risk aware and operates within the bank's risk management and compliance framework
Manages risk with every employee interaction ensuring any advice provided is within the Bank's guidelines and taking part of quarterly assessment on the Data confidentiality requirement.
Our Ideal Candidate
Graduate with 2-3 years of HR experience or Post-graduate in HR with 1 year experience
Experience of working as an HR generalist or practical experience of handling employee HR activities e.g. payroll, performance management
Experience of operating within a HR operations or service delivery function
Awareness of how AskHR works with the rest of GPS, HR Specialists and country HR teams to deliver services to employees and managers
Cultural awareness that influences how HR operates in our different markets
Knowledge of the Standard Chartered HR products, policies and processes and how to deliver and support them through AskHR.
Knowledge of the AskHR CRM and enabling processes
Knowledge of the PeopleSoft HRMS and Employee Portal to support employees/ managers to resolve queries through self help
Understands the SCB structure and brings awareness of the cultural, legal and risk factors that influence how HR operates in our different markets
Understands the various Standard Chartered Bank businesses, structure and matrix organisation
Applies judgment, within acceptable guidelines, to provide the most appropriate outcome to the employee or manager
Manages challenging conversations over the phone
Interprets employee needs accurately and in a holistic manner
Seamlessly uses knowledge management resources to deliver tailored advice to employees/managers
Identifies problems, gaps and complaints to propose process enhancements
Influences employee behaviours to drive adoption of AskHR
Excellent customer service skills
Excellent spoken and written communication skills, including active listening and effective questioning
Should be proficient in local languages
Actively listens and probes to solve the problem
Interacts with employees in a pleasant and empathetic manner
Goes the extra mile above and beyond the call of duty to resolve customer issues
Relentless in raising the bar and driving continuous improvement
Demonstrates agility and urgency in responding to employee needs
Strong work orientation, and takes psychological ownership for follow through and closure to deliver on time every time
Willingness to learn from colleagues and share best practices with peers
Assertive, tenacious and willing to challenge when required
Thrives in a fast moving environment
"Role models" the values, and demonstrates strong personal ethics in all decision making
Demonstrates confidentiality about employee information and issues
Ability to see the bigger picture and ensures the value of HR is delivered in every interaction
Is courteous and demonstrates composure and balance while handling employee queries
In built moral compass and ensures privacy and confidentiality
Demonstrates composure and balance while interacting with an irate employee
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 .