Senior Officer Retail Banking Operations

Job Description

*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. Its 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.Were 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 ResponsibilitiesDomain Capabilities:Product / Domain Knowledge :

• Possesses in-depth understanding (end to end) on the product / process.
• Able to perform rule based technical work involving acceptable deviations and exceptions.
• Able to identify, understand and articulate the requirements of the products from customer point of view & how it will benefit them.
• To ensure that all transactions related to Account Maintenance are processed / checked in a timely and efficient manner.
• Proficiency in the following:
  • eBBS - Liability Product Knowledge
  • CDD/KYC - Basic Knowledge
  • FATCA - Basic Knowledge
  • CCMS - Credit Card Basic Knowledge
  • RLS - Loans Basic Knowledge
• Should have the sound knowledge on process.
• Should have end to end process clarity as well as the product handled.
• Should have the better clarity on the technical aspects of the ebbs fields and the raport with the technology team to fix any technical issues arised while processing the request.
• Should have the knowledge on the customer expectation on the each requests received and processed.

Process Management

• Able to identify opportunities to automate repetitive logic based manual activities.
• Perform independent activities concurrently.
• Give inputs from ground level after understanding the big picture.
• Supports and involves in change management plans in achieving mutual objectives to manage change.
• Open to suggestions and experimentation.
• To have a sense of urgency in meeting deliverables in TAT and Accuracy.
• To adhere to all the organization s risk policies at all times.
• Create enough backups for your respective processes.
• To report system/applications issues on time.
• Should be able identify the activity or area for automation in the process handled in the team.
• Should have the sound process knowledge and able to give any process related inputs in detail.
• As and when there are change initiatives driven by Country / Regulatory Authorities, should be able to plan the activities very well and deliver the required output with the least business interruption.
• Should be able to interpret the process needs and activity handled; also should come-up with suggestions towards process improvement and effective implementation.
• Should have end to end process knowledge and complete understanding of the SLA with stake holders for both TAT and accuracy level.

Capacity Planning

• Possess ability to understand the work plans and organizes their own work effectively.
• Able to identify sudden changes at a transactional level.
• Raises issues when they see the task is at risk.
• Completes work as assigned People and talent.

Operational risk Management

• Understands what the various risks are at transaction level and some of the mandatory actions that need to be performed.
• Escalates issues to senior management within parameters of role
• Describes the fundamentals of operations risk
• Awareness on transactional level fraud

Behavioural Capabilities:Precision Accuracy

• Performs tasks accurately and thoroughly; double-checks the accuracy of the process
• Handle all transactions as per the laid down policies and procedures.
• Able to understand what quality work is and should strive to contribute towards it.

Client Centric

• Able to create impact directly or indirectly through professional behavior and appearance.
• Understands that the action he/ she does has an impact on the customer directly or indirectly.
• Understands basic customer service requirements and relates error free processing to customer service
• Responds promptly in an efficient and accurate manner as per the required TAT

Communication

• Ability to communicate clearly so as to be understood by the recipients.
• Ability to understand instructions and written documentation clearly and accurately

Problem Resolution

• Understands the situation and perform right escalations
• Being able to provide data for performing root cause of the problem
• Ability to speak up when in disagreement and opposition
• Ability to understand the existence of crisis and conflicts
• Able to work in a team with good interpersonal skill

Managerial Capabilities:Stakeholder Management

• Understands and knows who the stake holders are and meets SLAs.
• Able to provide timely and accurate response to queries / request raised by Stakeholders

People Management

• Able to co operate and work as a team in an open and approachable style.
• Be good team player taking team s goals in to consideration.

Change Management

• Understands the need for change and willingly accepts it
• Able to quickly adapts to changes with regards to process, projects, behaviour etc
• Ability to look beyond self interest to collective interest
• To positively respond to the pace of change

Data Analytics

• Able to analyze the process to understand the dimensions of the job

Our Ideal CandidateExperience : 0 to 2 years of relevant work experience with the below skill sets

• Basic Banking knowledge
• Typing
• Reading Comprehension
• Logical Reasoning

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 .,

Keyskills :
bankingsales customer service