Responsibilities

Strategy

• The position mainly supports the handling of client contacts received through inbound and outbound calls including securities product, other investment products and insurance (if appropriate). It also supports call handling to general banking product.
  
  

Business

• Ensure professional, efficient and quality service to clients
• Execute client’s orders and instructions on securities product and insurance product (if appropriate)
• Handle enquiry to general banking product
• Ensure efficient problem and complaint resolution
• Capture client’s feedback for internal improvement
• Conduct outbound calls for ad hoc assignment
• Meet the required service level and productivity standard
  
  

Processes

• Comply with internal guideline and external ordinance
  
  

People & Talent

• Acquire product knowledge and service skill by inhouse training and on the job training
• Ensure all critical functions are suitably skilled and qualified for the roles
  
  

Risk Management

• Comply with control requirements to respective job responsibilities
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to our investigation team of bank
• Comply with all relevant policies and procedures covering regulatory, local and group requirements
  
  

Governance

• Awareness and understanding of the regulatory framework, in which the group operates, and the regulatory requirements and expectations relevant to the role
  
  

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 Hong Kong / Client Centre / Customer Service / Securities Trading to achieve the outcomes set out in the Bank’s Conduct Principles
• HKMA, SFC, HKFI
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
  
  

Key Stakeholders

• Product Team
• Custody & Operation Team
• Client Contact Centre
• Client Experience (CEPG)
• Branches
  
  

Other Responsibilities

• Embed Here for good and Group’s brand and values in Hong Kong / Client Centre / Securities Trading; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)
  
  

Qualifications

• Training Refer to respective training curriculum
• Licenses RI registration (HKSI paper 1,7,8 required)
• TR licensing registration (IIQE 1,2,3), if applicable
• Languages Cantonese, English, Mandarin
  
  

Role Specific Technical Competencies

• General knowledge of securities trading market
• General knowledge of insurance product (if applicable)
• General knowledge of general banking product
• Customer service skill
• Proficiency in computer usage
• Working attitude and drive
• Interpersonal and communication skills
  
  

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.

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