Job Summary

• This role is to ensure Channels maintenance and NTB clients are supported through timely, proactive and efficient support from the bank. This role also includes Service for Cash and Channels queries and managa a portfolio of clients. The responsibility to be able to service clients onshore at the highest service standards for their queries, complaint management and resolution of channels queries/ support requirements.
• Provide administrative support by accepting and arranging processing of various channels (straight2bank) and related products and services setup requests for all Corporate, Commercial Banking and Institutional Banking (CCIB) and Business Banking clients; including internal setups e.g. for Client Access, TB Implementation testing setups, various internal operations unit’s setups relevant to SAT.
• Maintain a professional SCB image through all interactions with clients and internal stakeholders
• Responsible for ensuring all documentation is in place before handover to GBS teams for processing for simple and complex onboarding and maintenance setups
• Follow logging of all setups in unit in house tracker and GEMS
• Referral management on setups in line with Global and Country DOIs
• To provide second level client support to resolve technical operating problems by conducting investigations, rectifying errors, including phone, email and on-site training and support,
• To ensure proper authorization process is followed when accepting setup registrations, submitting documents to GBS teams and file documentation as described in the respective DOIs
• Support new and junior team members by helping them in managing the BAU through knowledge sharing around systems and processes
• Develop and maintain rapport with business stakeholders e.g. TB Implementation Managers, Product managers, Relationship, Service Managers and Client Managers as well as GBS Hub teams (cross functional) for superior onboarding and ongoing support to all clients
• Ensure discipline and risk control around client confidentiality in all interactions via calls and emails
• Ensure strong due diligence on document safekeeping and data confidentiality

• Perform /maintain oversight of recompilation controls around vasco tokens and documents
• Support Team manager by handling / resolving first level escalations
• Timely escalation of setups off SLAs or any other issues being outstanding for clients, internal stakeholders
• Proactive service including: Service Reviews, pulse checks, life cycle change management,
• Provide guidance and due support to Client Services team in resolution of 2nd level setups investigations
• Highlight significant issues/errors to team leader
• Familiar with Service BAU to provide backup support – systems, query handling and quality assurance framework
• Support the digitisation agenda through client education, initiatives, proactive calling and support for query reduction
• Ensure teams and stakeholders are aware and familiar with enhancements or changes
• Support system upgrades for clients- communication, follow up and coordination for upgrades
• Part of complaint handling unit to provide RCA, client comms and preventative actions
• Provide cross border support to other markets where training needs/ capacity require
• Training clients on Straight2Bank
• Timely reports and statistic feedback on BAU, initiatives, projects and ad hoc requests
• Awareness and adherence to Service Business Continuity Plan (BCP) by maintaining due service delivery in crisis situations
• Both Service and Channels SAT role

Key Responsibilities

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business

• Awareness and understanding of the wider business, economic and market environment in which the Group operates. Compliance with regulatory requirements and group compliance standards.

Processes

• As per the Operational Risk Framework definition of first / second line, for example, Responsible for executing S2B NTB and ETB client setups, training and incident management. Responsible for Client Cash Service query resolution and proactive support to clients.
• As per DOI and processes as well as reporting

People & Talent

• 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

Risk Management

• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role in managing them. Identify key issues based on information and put in place appropriate controls and measures.
• Act as the [Process] risk control owner under the Group’s Risk Management Framework (including relevant Operational Risk Framework.
• Ensure escalations are handled appropriately and to relevant senior and key stakeholders.

Governance

• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role. Ensure controls are maintained and enhanced for service delivery and execution of instructions.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead the Mauritius SAT team 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.]
• [Bank of Mauritius and other applicable regulators – prescribed responsibilities and Rationale for allocation].

Key stakeholders

Internal

• Channels Manager Team Manager
• Client Services Group
• Other ITO teams in country and GBS HUB (Cash, Securities Services and Trade Ops)
• RMs and Business Managers
• TB Product, Sales and
• Service Managers
• Technology and PSS teams
• Head of CMO
• Chief Technology and Operations Officer
• Daily management of channel service delivery
• To resolve interdependencies, priorities
• To share best practice and build cross border
• service solutions

External

• Clients
• 3rd party Vendors
• Setup requests, inquiries, investigations and service issues
• Service providers to bank clients
• Client setup and training users

Other Responsibilities

• Embed Here for good and Group’s brand and values in Mauritius, Client Service, Channels Management Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Skills and Experience

• Straight2Bank
• ERP understanding
• File UAT
• Client Centric attitude
• Written and verbal communication skill

Qualifications

• Bachelor’s degree in Banking or Finance preferred.
• Ideally 5+ year’s experience in banking or other relevant environment.
• Languages: English and/or local language skills as relevant to country requirements.

Additional Role Requirements:-

• 5+years years relevant banking experience
• Strong communication and interpersonal skills
• Ability to multitask and prioritize tasks effectively
• Comprehensive Cash management products knowledge such as (FX, Payments, Liquidity mgmt., fiduciary services, cash management processes)
• In-depth and broad technical understanding of end-to-end client life cycles in cash management space.
• Experience in critical transactional support by facilitating resolution for complex transactions related issues and exception handling.
• Experience in collaborating effectively with technical and operations stakeholders to come up with sustainable client centric solutions to resolve escalated issues or complaints.
• Ability to influence stakeholders by efficiently explaining service requirements and demonstrating impact of client service as a key competitive driver.
• Contribute effectively to proactive service initiatives locally such as Client Service Plans in a coordinated fashion with RMs, TBS and Global Account Managers.
• Best practice sharing within the service team.

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.