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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.
The Role Responsibilities
Ensure all complaints are properly & independently captured and are resolved fairly within SLAs.
First escalation of difficult complaints
Perform root cause analysis on key complaint areas & work with responsible units on preventive measures.
Ensure to meet all the complaint metrics target
Track fee waiver and service recovery
Reinforce frontline empowerment
Develop robust framework for complaints management (e.g. DOI...)
Provide training to frontline on complaint management.
Ensure all Group and country report is submitted on time.
NPS & CECC
Manage NPS planning & implementation.
Drive Service Improvement Plans with business stakeholders to improve the NPS scores to align with Group Retail's target.
Prepare monthly CECC slides to review service performance & track progress of different continuous improvement & service initiatives.
First escalation of mass errors, prepare mass error report
Total complaint received in the month
Complaints / '000 accounts
Potential Inappropriate Sales
% of complaint turned around in 1 business day (TAT<=1 Day)
% of complaint turned around in 2 business days (TAT<=2 Days)
% of unresolved complaints >14 Business Days
Overall handling score of complaint resolution (OHS)
First time resolution (FTR)
Treating Clients Fairly (6 outcomes)
Client Experience Audit Outcome
Key Relationship/ Authority
All Retail and Retail Support staff
Segment head, Retail clients
Head Retail Products,
Head Legal Compliance
Country Business & Operational Risk Manager
Country Manager, Branch Ops
Our Ideal Candidate
Good interpersonal skills & Stakeholder management
Good understanding of Branch Operations and Client Relationships organisation
Good understanding of Group ORMA framework
Knowledge of banking products, branch banking, and operations and a working knowledge of technology, including core banking and interface systems
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 .