Standard Chartered PLC is a leading international bank, listed on the London, Hong Kong and Mumbai stock exchanges. It has operated for over 150 years in some of the world’s most dynamic markets and earns more than 90 per cent of its income and profits in Asia, Africa and the Middle East. This geographic focus and commitment to developing deep relationships with clients and customers has driven the Bank’s growth in recent years.
Key Roles & Responsibilities
Complaint Management Including Resolution
Assist with the execution of assigned CCU strategic projects
Ensure adherence to TAT & service standards as shown below:
Key complaints Matrics
1.Number of complaints
2.Complaints per 1000 accounts
3.FTR (First Time Resolution)
4.OHS (Overall Handling Score of complaint resolution)
5.TAT < 24 hrs
6.TAT > 2 days
7.Unresolved complaints > 14 days
10. Number of metrics in RED
Ensure zero backlog on escalations
Personally involved in resolution of escalated complaints
Ensure overall audit, controls & costs are well executed
Ensure timely MIS updates
Ensure adherence to communications, empowerment & delegation matrix
Contribute ideas towards how to continually improve complaint management process
Support on assigned process improvement projects
Support on assigned strategic initiatives
Risk & Governance
Ensure compliance with changes in Group Policy & Standards, TCF, local laws & regulations
Ensure compliance with guidelines & procedures on KYC in daily handling of customer service issues
Ensure robust quality audit checks & controls are embedded
People & Development
Display strong performance culture
Support efforts that ensure fulfillment of service recovery SLAs
Support efforts that would build the Bank’s profile in service centricity through strong engagement with regulators, media or customer associations.
Qualifications & Skills
1.Minimum of a 2nd Class degree in a relevant course
2.Strong bias for communication (spoken and written)
3.Has an analytical mind, loves solving problems with eyes for details
4.Personable with strong interpersonal skills
5.Computer literate and high on presentation skills
6.Fair knowledge of core banking products and markets.
7.Practical working knowledge of company, industry and banking guidelines and regulations.
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
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.