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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
Primary point of contact for external key clients & internal stakeholders to act on, research, investigate and resolve enquiries, complaints, discrepancies, transactional errors and other requests
Act as direct contact point for clients in case of written enquiries, rates quotation, reporting/information requirements and other ad-hoc administrative request
Provide the highest standard of service in response to client enquiries and complaints, so as to create improved, lasting relationship with our clients
Responsible for client satisfaction with service arrangements and deliverables as per SLAs
Work with internal stakeholders for service requirements, enquiries and instructions
Responsible for effective service recovery process through complaint logging, handling and resolution
Performa service review as and when required
Maintain a professional SCB image through all interactions with clients
Risk and Control
Comply with the process for client identification
Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
Coordinate BCP testing/Fire & Safety/Compliance & other department risk activities
Facilitate multi-skilling of team members and self on all enquiry/activity types
Assist in implementation of service and efficiency improvement initiatives in premier service client team and facilitate transfer of best practice
Responsible for all administrative tasks related to client transactional enquiries, reporting requirements, MIS generation, archiving and retrieval of records, as well as other team admin support
Key Relationships: Internal:
Head of Cash Management Services
Cash Management Services Department
Original Client Coverage
Managers in Hubs
For Coaching, direction, consistency and support on Client services issue
Daily Management of service delivery
3 rd party i.e. vendors
Other Banks For:
Enquiries, investigations and service problems
Our Ideal Candidate
Organized and detail oriented
Computer literate with the ability to learn processing & customer service software (Ebbs, S2B, SC Star, GEMS etc)
Effective interpersonal and communication skills
Good questioning skills
Good analytical and problem solving skills
Able to recognize basic style of customer behavior and how to adapt each style to create positive 'chemistry'
Able to recognize risk and balance with client's expectations
Ability to work under pressure
Good command of spoken and written English as well as local languages
Intermediate level product knowledge i.e. Cash and Channel
Understanding of processes & hand offs between front office, CSG, Operations and Hub
Sound WB banking operations experience including advantage of channels
General liking of people
A team player, enjoys working together as a team to serve others
Loves to solve problems
A good listener
Make themselves understood when communicating with all kinds of people
Sensitivity towards people and ability to show compassion or empathy
High self-esteem and confidence level
Proactive rather than reactive
A general sense of trusting others
Client focused and willing to go beyond expectations when necessary
Able to provide professional advice on WB products and services
Able to analyse the clients' perspective in various situations and determine positive or negative behaviour for opportunities to gain agreement
Able to apply questioning skills for in-depth analysis of attitudes, situations, problems and priorities to determine how to deal with them
Freedom of Decision Making
Offer and apply differentiated services that suit the client, based on the client service model and agreement with RM
Non Financial /financial compensation for service recovery purposes according to the delegated authority or empowerment granted
Performance in Key Areas
Meeting CSG Service
Meeting job objectives
Skills & Training
Skill sets upskilling - product and process knowledge and soft skills
Project a professional SCB image through all interactions with clients
Living the SCB values - Better Together, Do The Right Thing, Never Settle
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 .