The Role Responsibilities

Provide truly professional customer service to achieve a high level of customer satisfaction and retention

• Consistently adhere to local and international service standards.
• Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner.
• Recommend improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency.

Strategy

• To grow PRB and Cards portfolio and to promote digitisation with specific focus on Mobile Banking.

Business

• Ensure to cross sell CARDs / CASA / Loans to customers monthly to help branch achieve sales targets

Processes

• Provide the highest level of customer service and responsiveness to all customers.
• Ensure to raise TOD’s for branch RM’s customers as and when required to process transactions
• Action customer enquiries, investigate complaints, initiated by Relationship Managers/Officers
• Co-ordinate with internal support functions/departments and areas of the bank to obtain relevant information.
• Ensure the unit’s adherence to credit and operations audit (Compliance Standards)
• All operations/processes relating to Account/Credit Card services, instructions received from RMs/Customers
• Independent Call back for customer requests.
• Assist RM in preparing CDD reviews for customer portfolios.
• Co-ordinate ad collate data from RMs to review the daily excess reports and monthly IAR report
• Review & forwarding limit / lien adjustments, initiated by RMs to BO

Provide assistance to RMs to review, credit applications and follow-ups including mortgage and other loan documentation

• Within authorized limits whilst adhering to guidelines specified in the Retail Banking Credit Policy & Practice
• Manual and approved product programs

People & Talent

Ensure ongoing self-development

Motivate oneself to improve on personal skills especially in relationship management, upgrade oneself in knowledge and new developments in banking, investment & financial products and services

Risk Management

To ensure awareness of compliance with the bank policy and procedure and local regulatory requirements (money laundering guidelines to prevent possible losses, frauds and forgeries).

• Ensure proper controls are adhered to in daily operations while complying with the bank’s compliance policies and regulatory requirements
• Adherence to Exchange control and Money Laundering Policies

Premises management in areas of merchandising, housekeeping as well as store management as an employee, would be responsible for working with the Bank to ensure a safe and healthy workplace for all. As part of the Health and Safety guidelines you should:

• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions;
• Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk;
• Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents; and Bring to the attention of the management any hazard in the workplace

CDD / AML Requirements

• Be fully aware of all the policies and procedures issued in relation to GPS, Group Code of Conduct, Customer Due Diligence and Money Laundering and Prevention and other applicable (group and Local). Ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. Ensure zero tolerance method for all this aspects.

Key Operational Risk Management & Assurance responsibilities

• To report Unit’s OR issues and losses to BOSM / BM.
• To adhere to the agreed CST plans and to perform CST checks accordingly
• To identify and report all exceptions on non compliance with standard controls
• To identify and report all weaknesses inherent in the standard controls.
• To maintain proper record keeping on all CST related activities.
• To maintain independence in the conduct of CST, i.e. not selecting and reviewing sample of self-performed transactions.
• To act as a back-up RP for another RP if required.

Governance

• Ensure compliance with the laws of the land, exercise local banking regulations, and build strong relationships with the CBSL

Regulatory & Business Conduct

• 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.
• Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles. Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.

Key stakeholders

• Inter branch staff /Credit and operations teams

Other Responsibilities

Deliver quality service while carrying out the following transactions for customers:

• Accept customer instructions
• Customer account detail inquiry
• Managing deliverables
• Ordering and delivering cheque books
• Accepting account opening documents
• Issue Drafts / Pay Orders
• Accepting and submitting instructions to CMS
• Acceptance of Dormant / Unclaimed Account reactivation
• Effecting account to account transfers
• Handling lockers where necessary
• Act as BOM / BSSE / Teller when necessary
• Attending to workflow items
• Responsible person for Loss & Risk reporting on Phoenix/ORMA Optial

Our Ideal Candidate

• Training: Customer Service
• Languages: English / Sinhala / Tamil

Education

• Graduate Diploma in Management
• Diploma in IT & E-Commerce
• G.C.E Advanced Level
• G.C.E Ordinary Level

Role Specific Technical Competencies

• Sound time management and communication skills
• Thorough knowledge of banking operations
• Good behaviour with a good understanding of values of the Group.
• Good understanding of product, policies, Group guidelines and Central Bank Regulations
• Ability to handle pressure, conflicting priorities and constant change.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

• 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers