Senior Client Service Executive

• Support LM to drive, execute business strategy focus and initiatives for better working efficiency and effectiveness
• Support service management and business in driving service performance in term of productivity, execution quality and process risk management
• Find service improvement opportunity for better working efficiency and effectiveness

• Support WRB product end operations which include case submission in system, onsite witness, document review, data entry, scanning, call back customer, loan disbursement, document filing, regulatory reporting and etc to ensure execution accuracy, compliance, completeness in line with bank internal and external rules/procedures/manuals/ standards/group requirements/regulatory requirement/laws as well as to keep high class level of services to our clients.
• Ensure all required certifications are obtained per internal and external requirements
• Acknowledge and follow bank job rotation policy/procedure that working location will be subject to detail arrangement on due with no objection
• Embed client centric mind in daily operation as well as to maintain up best in class front-line service
• Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience
• Achieve client satisfaction in daily services and operations
• Build SCB a great place to work
• Fully understand the importance of Consumer Rights Protection, prevent damage to consumers' best interest
• Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings
• Always embed Consumer Rights Protection mindset when performing daily work

• Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation
• Actively participate in various campaigns related to service team and achieve the target

• Develop multi-product knowledge and job skills to support different segments and sales channels
• Complete new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline

• Perform bank required due diligence on daily base to ensure no exception in execution
• Support Line Manager achieve good MCA rating in branch audit
• Escalate for any exception detected or observed in daily work to minimize potential negative impact on the bank

• Complete regulatory required reporting timely and accurately to ensure the report follows regulatory requirements with no exception
• Adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions
• Adhere to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery & corruption), compliance policies and the Group Code of Conduct; well manage client complaints & CDD

• 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies

• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities

• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank

• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

• Cooperate with any investigations or reviews on regulatory failure such as accountability review

• University degree preferably in Economics/Finance/Technology with 2-5 years related banking experience.
• Be able to provide cross city onsite support upon bank request
• Solid knowledge and experience in bank products and customer service.
• Good understanding of banking and local regulations.
• Good command of both written and spoken English/Mandarin.
• Self-motivator who is keen to upgrade, improve, and develop.
• Pleasant and cooperative personality, initiative, hardworking, and able to work independently.
• Team player with strong communication skills and commitment to quality work

• Information Capture
• Document Management
• Operational Risk
• Understanding Customer Needs

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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Standard Chartered