Manager, Customer Resolution Unit recruitment

Job Description

1. To handle complaints in a professional manner so as to recover customer's confidence in the Bank and if possible to turn complaints to business; and to safeguard the Bank's good image in the public;

2. To reinforce the Bank's integrity; and

3. To identify and escalate to senior management of Customer Relations the potential threats and opportunities to the Bank.

Key Roles Responsibilities

1. Strategy formulation
Contribute insights feedback as Customer Experience VOC towards strategy formulation execution of plan

2. Complaint management Including resolution
1) Daily leadership mgt of direct unit to ensure adherence of TAT problem resolutions
2) Ensure zero backlog on escalations
3) Personally involved in resolution complaints
4) Ensure compliance to audit, controls costs
5) Execute timely MIS submissions
6) Execute assigned projects
7) Apply communications standards, empowerment delegation matrix

3. Continuous Improvements
1) Contribute ideas towards how to continually improve complaint mgt process
2) Lead on assigned process improvement projects
3) Lead on assigned strategic initiatives
4) Be the VOF/VOC in providing feedback if process improvements are embedded or working well
5) Execute revised process improvement changes
6) Participate in initiatives

4. Risk mgt governance
1) Ensure compliance with changes in Group Policy Standards, TCF, local laws regulations
2) 2Ensure compliance with guidelines procedures on KYC in daily handling of customer service issues
3) Ensure robust quality audit checks controls are embedded
4) Preemptively escalate to Manco service issues or compliance gaps that will have negative impact on customer experience Bank reputation

5. Leadership, People Community Development
1) Lead and embed a strong performance culture within own team through inspiring, motivating rigorous performance productivity mgt discipline
2) Develop and build talents within own team through optimal resourcing, capacity succession planning 121 engagements
3) Personally coach team members to enable fulfillment of service recovery SLAs
4) Contribute towards building quality service recovery capabilities of non CRU functions ( frontline support) as subject matter experts in complaints resolutions, customer management, Bank's process related product knowledge, policies procedures

Qualifications Skills

* University degree in Finance or related discipline is preferred.
* With certain years of banking experience preferred.
* Good communication, and interpersonal skill
* Willing to work under pressure
* Leadership, proactive, positive attitude, customer oriented, self-motivated a strong champion of team work spirit
* Good command in spoken written English
* Good knowledge on excel and PowerPoint.

Diversity Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.