• Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 20 Jul 18 2018-07-20


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.

The Role Responsibilities

Delivery & Efficiency

  • Point of contact / escalation for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
  • Ensure the provision of the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
  • Responsible for client satisfaction with service arrangements and delivery
  • Engage in managing the resources within the team to meet and exceed service standards
  • Monitor the performance of Hub processing centre in accordance with the agreed service standards on a regular basis. Maintain regular discussion with Hub process centre on service review and improvement opportunities.
  • Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
  • Work with internal stakeholders for service requirements, enquiries, and instructions.
  • Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels.

Service Management
  • Be the voice of customer (VOC) for FMO in-country - work with Local team to build local momentum and culture, staff engagement and communication activities
  • Ensure a holistic service quality management process that includes service reviews, VOC analysis , call quality assessment, call data (enquiries, complaints, feedback) analysis, errors, complaints and other service failures, metrics and service culture
  • Prepare, analyse and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, call abandon rates, etc.
  • Engage in service reviews / visit with pre-agreed/key clients. Review service performance with the clients and generate ways to continuously improve service level standards.
  • Leverage on the VOC process to understand clients' needs and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage.
  • Ensure an effective service recovery process which includes complaint/VOC logging and handling is in place and appropriate empowerment is given to staff to act quickly when necessary
  • On a selective basis, assist in accompanying Wholesale Bank RMs/Sales in the region on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues.

Risk & Control
  • Ensure client identification is adhered to where required by all staff and the necessary step is incorporated into the relevant process flows.
  • Ensure all activities are well documented through process flows with process timings.
  • Ensure all process risk steps are performed by the team and KCSA requirements are observed.
  • Ensure that all control reconciliation activities are conducted in a timely and accurate manner
  • Engage in analysing risk data and risk reports. Where necessary, mitigate and/or escalate to appropriate parties.
  • Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
  • Full compliance with applicable local laws and regulations, Country AML policy, the Group Code of Conduct and other internal guidelines
People Management
  • Encourage and foster a congenial working environment where staffs at all levels seek achievement through teamwork and operational efficiency.
  • Engage in planning, deployment, training, appraisals, and all other personnel matters relating to staff in FMOCC team.
  • Projects & Managerial Responsibilities
  • Engage in launching and implementing new cross-functional products and services and to maintain/service existing products to meet and exceed the customer expectations
  • Engage in planning and implementing service improvement initiatives in client service centre based on metrics, complaints and VoC. Transfer best practice to other client service centres.
  • Engage in making proactive calls on pre-agreed clients to improve the operational services and support, and to identify opportunities for improvements and referrals to the right operational functions.
  • Review new business requirements to implement necessary procedures

Skills/Behaviour Standards
  • Maintain a professional SCB image through all interactions with clients
  • Drive team engagement and cross-function support to enhance synergies

Our Ideal Candidate

Qualification & Experience
  • Degree or Diploma, Advanced/Higher/Graduate Diploma in Finance/Accountancy/Banking or equivalent.
  • Minimum 2 years relevant experience in banking operation.
  • BPAT on 60% and above

Technical Skills & Knowledge
  • Product Knowledge - Advance
    • Product knowledge on Derivatives (FX, Rates, Commodity and Credit), Fixed Income, FX, Money Market
    • Experience of working within treasury function in trade verification or matching or settlements
  • Process Management - Advanced
  • Capacity Planning - Core
  • Operations Risk Management - Core

Behavioural/Shared Competencies
  • Precision/Accuracy - Introductory
  • Customer Centric - Introductory
  • Communication - Introductory
  • Problem Resolution - Introductory

  • Financial & Budgetary Management - Introductory
  • People Management - Introductory

Apply now to join the Bank for those with big career ambitions.