Job Type: Full-Time
Job Summary
This role is all about making sure our channels stay well-maintained and that new clients get the support they need. You’ll provide timely and efficient help with cash and channel queries while managing a portfolio of clients. Your goal? Deliver top-notch service standards to address client questions, complaints, and channel support needs.
You’ll be providing administrative support by processing various channel requests (like Straight2Bank) and other services for Corporate, Commercial Banking, and Institutional Banking (CCIB) clients. This includes setting up internal systems for Client Access, testing setups for Transaction Banking, and other relevant operations.
Maintain a professional image of Standard Chartered Bank in every interaction with clients and team members.
Make sure all documents are ready before handing them off to GBS teams for processing, whether for simple or complex onboarding setups. Track everything using our in-house systems like GEMS and ensure proper referral management.
You’ll help clients resolve technical issues by investigating and correcting problems through phone calls, emails, and even in-person training. Follow the correct authorization process for setup registrations and document submissions to GBS teams.
Be a supportive resource for new and junior team members by sharing your knowledge about systems and processes. Build strong relationships with business stakeholders, like TB Implementation Managers and Client Managers, to ensure excellent onboarding and ongoing client support.
Keep client confidentiality in mind during every interaction. Maintain strict document safekeeping and data privacy protocols.
Oversee the management of Vasco tokens and other documentation. Support your team manager by resolving first-level escalations and quickly addressing any setups that are outside service level agreements (SLAs).
Stay proactive with service reviews, pulse checks, and lifecycle management. Help the Client Services team with second-level support for investigations. Bring any major issues or errors to your team leader’s attention.
Be familiar with the Service BAU to provide backup support for system queries and quality checks. Support our digitization efforts by educating clients and reducing queries through proactive outreach.
Keep teams updated on any enhancements or changes, and support clients during system upgrades by coordinating communication and follow-ups. Participate in the complaint handling process by providing root cause analysis and preventative actions. Offer cross-border support for training needs and capacity requirements.
Train clients on Straight2Bank and provide timely reports and feedback on daily operations, initiatives, and projects. Make sure you’re familiar with our Business Continuity Plan (BCP) and uphold service delivery even during crises.
Key Responsibilities
Strategy
Stay aware of the Group’s business strategy and model as it relates to your role.
Business
Understand the broader business, economic, and market environment the Group operates in. Always comply with regulations and standards.
Processes
Follow our Operational Risk Framework to execute S2B NTB and ETB client setups, training, and incident management. Be responsible for resolving Client Cash Service queries and providing proactive client support.
People & Talent
Lead by example, promoting a strong culture and values within your team. Collaborate with risk and control partners.
Risk Management
Identify and manage risks to the Group. Keep an eye out for key issues and ensure proper controls are in place. Act as the risk control owner as outlined in the Group’s Risk Management Framework.
Governance
Understand the regulatory framework the Group operates under and make sure we maintain and enhance our controls for effective service delivery.
Regulatory & Business Conduct
Show exemplary conduct by living the Group’s Values and Code of Conduct. Take personal responsibility for upholding the highest standards of ethics, including compliance with laws and regulations. Collaborate to identify and resolve risk and compliance issues effectively.
Key Stakeholders
Internal:
- Channels Manager
- Client Services Group
- Other ITO teams in the country and GBS HUB (Cash, Securities Services, Trade Ops)
- Relationship Managers and Business Managers
- TB Product, Sales, and Service Managers
- Technology and PSS teams
- Head of CMO
- Chief Technology and Operations Officer
External:
- Clients
- Third-party Vendors
Other Responsibilities
Promote our brand and values in Mauritius, focusing on Client Service and Channels Management. Perform other duties assigned according to Group, Country, Business, or Functional policies.
Skills and Experience
- Straight2Bank knowledge
- ERP understanding
- File UAT
- Client-centric attitude
- Excellent written and verbal communication skills
Qualifications
- Bachelor’s degree in Banking or Finance preferred.
- Ideally 5+ years of experience in banking or a similar environment.
- Proficiency in English and/or local languages as relevant.
Additional Role Requirements
- 5+ years of relevant banking experience
- Strong communication and interpersonal skills
- Ability to multitask and prioritize effectively
- Knowledge of comprehensive Cash Management products like FX, Payments, and Liquidity management
- Understanding of the client lifecycle in cash management
- Experience in resolving complex transaction issues
- Ability to work with technical and operations teams to create client-focused solutions
- Influence stakeholders by explaining service needs clearly
About Standard Chartered
We’re an international bank that’s agile enough to act and big enough to make an impact. For over 170 years, we’ve strived to make a positive difference for our clients and communities. If you’re looking for a meaningful career with a bank that makes a difference, we want to hear from you!
Our purpose is to drive commerce and prosperity through our diversity and our brand promise is to be here for good. When you join us, you’ll see how we celebrate differences and advocate for inclusion.
Together, we:
- Do the right thing: Be assertive, challenge each other, and put clients first.
- Never settle: Always strive to improve, keeping things simple, and learn from our experiences.
- Are better together: Embrace inclusivity and collaborate for long-term success.
What We Offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits for your mental, physical, financial, and social wellbeing, including:
- Core bank funding for retirement savings, medical, and life insurance
- Generous time-off policies, including annual leave and parental leave
- Flexible working arrangements
- Proactive wellbeing support through various programs and resources
- Continuous learning culture with opportunities to grow and reskill
How to Apply
This is a full-time job. To submit your application, please follow the link below:
