Team Leader, Cash Client Service

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Key Responsibilities Provide the highest standard of 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 to SLAs Work with internal stakeholders for service requirements, enquiries, and instructions Assist the team in handling complex enquiries by sharing knowledge and / or liaising with the key linkages to resolve issues. Responsible for effective service recovery process through complaint logging, handling and resolution. Escalate errors / delays impacting the clients to the Manager, client RM, CSG Head. Support the team by acting as back-up, handling client enquiries in the event of staff shortage or during unexpected peak periods Maintain a professional SCB image through all interactions with clients and stakeholders Assist team members by handling and resolving escalations, complex enquiries and complaints Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, be guided accordingly and aware of the roles and responsibilities for anti-money laundering prevention and sanctions related checking (i.e. understanding the policy, reporting procedure and escalation procedure). Strategy To handle client queries with care and as per the prescribed policy, procedures and standards in place. To continuously build and manage training modules/schedules for training of new joiners and refresher trainings for existing staff on technical knowledge and client centricity To maintain all agreed quality standards to ensure that customer's needs are met all the time & that continued efforts are made to exceed their expectations Business Services as applicable are completed and submitted within the stipulated time. To ensure that administrative control procedures are followed by staff under supervision and escalate as per procedure. Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head. Processes Operating Instructions and within the timeliness and accuracy standards specified. To ensure all MIS and reports pertaining to Corporate To verify & authorize responses to external clients as applicable. To monitor open enquiries/complaints and ensure timely resolution of the same Continuous improvement in productivity and Accuracy to the standards prescribed for the processes from time to time. To Train the team members and the new staff joining the team. Always Upholding the values of the Group and Company. Compliance with all applicable rules/regulations of company and Group Policies. Comply with Group Money Laundering Prevention / Sanctions Policies and Procedures to the extent applicable and reporting all suspicious transactions to the Line Manager. To comply with SLA and monitor all activities in line with SLA. To take necessary tests and training as per Group and Company Requirements. To ensure that administrative control procedures are followed by staff under supervision and escalate as per procedure. To manage the team resources to optimize effectiveness and performance levels, recommending training and development. Carryout ad-hoc responsibilities set by the Unit Head from time to time. To work on improvement of productivity and standardize the process from time to time to meet the necessary regulation/procedures/guidelines prescribed by Company/Group from time to time. To handle monitor and review user creation/update/deletion and reconcile the user list as per the group standards. Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head. Ensure no cases fall out of SLA. Generate all MIS reports required for the team. People & Talent To manage the team resources to optimize effectiveness and performance levels, recommending training and development plans. Upholding the values and code of conduct of the Group and Company always. To ensure adherence to Group Code of Conduct by demonstrating role model leadership. Ensure a strong training infrastructure aimed at robust training and cross training of teams including new comers and existing staff. Ensure the provision of ongoing training and development, ensure that direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks. Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. To drive talent retention through employee engagement and growth. Ensure all new staff completes the standard induction programme and mandatory e-learning. Employ, engage, and retain high quality people and Succession Planning Risk Management To work on improvement of productivity and standardize the process from time to time to meet the necessary regulation/procedures/guidelines prescribed by Company/Group from time to time. To handle monitor and review user creation/update/deletion and reconcile the user list as per the group standards. Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head. To perform Disaster recovery test and BCP test from time to time. To execute Business Continuity Plan and Disaster Recovery Plan as per Unit's strategy. Governance Have close working association with all stakeholders in ensuring delivery of common goals. To ensure that administrative control procedures are followed by staff under supervision and highlight issues on a timely manner to senior management, with regular updates on actions taken. Exercise authorities delegated by the Management. To ensure timely reporting of Operational Risks and implementation of control measures to mitigate. Provide oversight across GBS, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines. Embed the Group's values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes, and regulations among employees' form part of the culture. Regulatory & 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. 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.] Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key stakeholders Regional Client Services, Relationship Managers, Operations, Application support, Static Data Unit Other Responsibilities Support roll-out of appropriate quality management systems in the team and other initiatives by the Company/Group. Be guided and aware of the roles and responsibilities for anti-money laundering prevention and sanctions related checking (i.e. understanding the policy, reporting procedure and escalation procedure) Ensure due care and diligence are exercised on day to day operational matters relating to anti-money laundering and Sanctions related checking, by acquiring relevant knowledge and training and provide support to superiors and subordinates. Conforming and adhering to the Team's risk profile, by following the guidelines / policies / procedures stipulated for Operation Losses, Escalation Procedures, CMO Policies, and reconciliation of outstanding items, scanning, SCSTAR and end-of-day reports. Embed the Group's values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees' form part of the culture Any ad-hoc roles changes will require Head of Department or Manager's approval before assuming new role temporarily or permanently in line with segregation of duties Coordinate BCP testing / Fire & Safety / Compliance & other department risk activities Exercise authorities delegated by the Management and ensure timely reporting of Operational Risks and implementation of control measures to mitigate Provide oversight across GBS, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines. Skills and Experience Service Delivery and Operation Business Facilitation Manage Change Management of Frontline Risk Business Governance and Support Strategy and Business Model Manage Conduct and Risk Qualifications Academic or Professional Education/Qualifications; University educated Licenses and Certifications/accreditations; none additional Professional Memberships; relevant memberships to be agreed Bank training; none additional Languages; English 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.