Client Service Executive Client Service Executive …

Standard Chartered Bank
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Standard Chartered Bank
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Standard Chartered Bank
Client Service Executive
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.

Scope of Role

Support both Business Banking and Client Acquisition team in BB product and Individual asset product business 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 为 Business Banking 及 Client Acquisition 提供银行销售业务端的中后台运营服务,包括但不限于进件案件的系统输入、客户见证、文件审核、数据系统输入、文件扫描上传系统、客户电话回访、贷款放款及文件归档,报送监管报表等业务操作,在执行过程中必须始终遵守并严格按照银行的各项标准 / 操作流程 / 操作手册等要求从而确保运营执行的正确性、合规性、完整性,同时始终保持高水准的客户服务质量与体验

The Role Responsibilities

Business performance 业务表现
  • 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
  • 协助银行营运管理团队及业务部门提升并确保营运及服务团队良好的生产力、良好的执行质量及有效的风险管理
  • 不断发现可以使工作更有效率和成效的提升空间
Operations, Conduct and Risk Control 营运操作,行为规范和风险控制
  • Handle all middle office operations in good result to ensure all bank internal and external rules/standards/procedures/manual are strictly followed
  • Perform bank required due diligence on daily base to ensure no exception in execution
  • Complete regulatory required reporting timely and accurately to ensure the report follows regulatory requirements with no exception
  • 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
  • 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
  • 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
  • 负责中后台运营服务的各项业务的操作,确保执行结果完全符合银行内外部各项规定、准则、集团政策,操作手册 / 规定、外部法规及法律等
  • 严格遵守银行各项业务开展及审核的尽职要求,确保营运工作没有纰漏及差错
  • 认真履行监管报表的报送,确保报送内容、报送时间均符合监管及银行内部操作要求,没有差错或纰漏
  • 协助主管在银行内部审计中取得良好的 MCA (management control approach) 成绩
  • 及时汇报或发现任何异常的操作现象或问题确保营运风险最低化
  • 根据银行的内外部要求,确保获得岗位就职需要的各项有效证书
  • 知晓并严格执行银行轮岗制度及操作规定,认真执行并服从银行就轮岗做出的通知及安排
  • 遵守银行的行为规范守则,在执行中始终遵守银行内控及风险管理机制中要求员工执行的内外部各项规定及政策
  • 遵守法律法规,内部风险 ( 包括反洗钱,受制裁,反贿赂和腐败等风险 ) 合规政策和集团行为准则的要求,妥善处理客户投诉及客户尽职调查
Client Centric Services in Operations 贯彻"以客户为中心"的服务理念
  • 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
  • 在日常工作中始终倡导"以客户为中心"的服务理念,给客户提供最优质的服务
  • 在服务中始终提倡"以人为本,以客户为中心"的服务理念,保持并提升内外部客户的服务体验
  • 使客户对于日常业务以及服务感到满意
  • 始终立志于共同将渣打银行构建成一个员工和客户都喜欢的公司
Self Development 自我发展与提升
  • 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
  • 积极参与完成银行安排的各项培训项目,主动学习银行内部流程 / 操作手册以及当地法规
  • 积极参与与服务团队相关的各项竞赛活动并达到预期目标
  • 深入学习银行各产品知识及职业技能,确保业务及产品知识可以支持不同业务线发展需要
  • 根据银行政策完成新入职人员 ( 新员工或内部调动 ) 的培训计划,并在要求时间内通过所有评估测试
Customer Right Protection 消费者权益保护
  • 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
  • 在日常营运工作中,充分理解保护消费者权益的重要性,防止损害消费者的利益
  • 在日常营运工作中,始终遵守与消费者权益保护相关的法规要求,且确保完成相关培训
  • 在日常营运工作中,始终谨记以保护消费者权益为基础执行工作

Our Ideal Candidate
  • Diploma and above
  • Familiar with MS office software
  • Excellent interpersonal and communication skills, ability to deal with all levels of people, often in complex and difficult situations
  • A team player who shows initiative and assertiveness
  • Self-motivator who is keen to upgrade, improve personal knowledge and skills to meet job requirements
  • Good command of both spoken and written English and Mandarin
  • 大学本科学历或以上学历
  • 熟练运用办公软件
  • 出色的人际关系能力和沟通能力,能在复杂场合应付自如
  • 具有良好的团队合作精神、主动坚定
  • 有上进心,自我激励,不断提高知识储备和技巧,以满足工作要求
  • 具有良好的中英文写作和口语能力

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 .