Job description:
Key Responsibilities
Strategy
- Job holder is required to work as part of a process design and quality improvement team to support the delivery of products and services to deliver the highest standard of customer experience.
Business
- Collects and analyses data on process efficiency and other quality improvement projects and initiatives
- Measures critical elements of key customer processes and helping to ensure that these connect with the high impact customer “touch points” in delivering the customer experience.
- Track service performance against defined standards using identified measurement tools and practices including discussion with unit’s head on corrective action plan
- Assists & supports in driving the quality management system and quality service culture.
- Assist & supports in handling customer feedback / competitive benchmarking activities and best practise to ensure that it is collated and analysed and appropriately channelled.
- Assist and support in key quality management activities such as customer surveys, complaint management / service recovery programmes etc.
- Support the quality management system and drive quality service culture.
People and Talent
- Work with relevant stakeholders in country to develop action plans with clear target dates for resolution of service-related issues
- Drive a service culture change to deliver a superior client experience at all key touch points
- Build active engagement with key stakeholders in products, Distribution, Segment and GTO to support the country agenda / direction
- Conduct regular CE discussion, as per the governance framework, ensuring timely actions are taken on agreed initiatives.
- Pursue achievement of CE & complaint targets in line with the established goals whilst maintaining the highest quality standards and data reporting.
- Ensure full complaint process are completed end to end.
- Support and monitor implementation of survey related process / (Call back procedure)
- Direct and coordinate activities of the complaint Management team
- Actively participating in creating new initiatives and regularly updates Client Experience materials in Brunei Broadcasts
- To conduct necessary surveys to access customers’ service experience and report timely
- To award eligible staff in each segment for achieving highest service score monthly.
Risk Management
- Managing risk and compliance as part of the role
- Take personal responsibility for understanding the risk and compliance requirements of my role. Understand and comply with applicable laws and regulations, the Groups policies, procedures, and the Group Code of Conduct. Effectively identify, escalate, mitigate and resolve risk and compliance matters. Contribute to a culture in which all stakeholders feel safe to raise concerns and where risk and compliance matters are addressed, and misconduct appropriately dealt with.
Governance
- To make prompt report of suspicious transactions or proposed transaction according to the documented process on reporting and/or in compliance with local regulatory requirements
- To fully comply with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the prevention of money laundering
Regulatory and Business Conduct
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Lead to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
Key stakeholders
- Consumer Private Business Banking (CPBB)
- Retail Banking
- RB Ops Management Team
- Business Client Relationship Managers
- Branches
- CBB Compliance -UORM
Other Responsibilities
- Embed Here for good and Group’s brand and values in Client Experience, Brunei; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]
Skills and Experience
- Data Analyst
- Client service
- Complaint handling
Qualifications
- The Business Analyst is a critical and strategic thinker, decisive and analytically minded, solution-oriented, user-focused and business-savvy with exceptional communication, collaboration, people and conduct management skills. They can successfully engage with many different personalities/ stakeholders and reach consensus when necessary.
- Successful SCB Business Analysts typically benefit from substantial experience in business analysis, data analysis/ science, product owner, product management, quality assurance or project management roles within the financial or tech industries and at least some experience with agile frameworks (e.g. Scrum, Kanban, Lean, Extreme Programming, LeSS, SAFe).
Competencies Collaborates Customer Focus Gives Clarity & Guidance Instills Trust Technical Competencies: This is a generic competency to evaluate candidate on role-specific technical skills and requirements Strategic Mindset About Standard Chartered
We’re an international bank, nimble enough to act, big enough for impact. For more than 170 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can’t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion.
Together we:
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
- Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
- Flexible working options based around home and office locations, with flexible working patterns.
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
- A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies – everyone feels respected and can realise their full potential.
Profile description:
Standard Chartered Bank