Job Summary

•    Assist assigned RMs to achieve financial targets by providing strong support to them.
•    Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank's policies and procedures and the regulations.
•    Ensuring high quality customer service to PVB clients.
•    Ensuring internal and external compliance on all transactions.
•    Assist in deepening existing client relationship through excellent customer service.
•    Manage CDD (RBI & Periodic) reviews process within the prescribed timelines.

Strategy
•    Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guideline.
•    Provide professional accurate and timely support to client Advisors.
•    Provide prompt, efficient and courteous service to PVB customers.
•    Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs. 
•    Manage the preparation of Client Due Diligence (CDD) reviews and ensure deadlines are met, and timely follow up of issues raised.
•    Liaising with other Departments where necessary, promptly inform Client Advisors and the management team of any client complaints including resolution with service levels and accurate input.
•    onto the Complaints Database.
•    Deal with and process payments, deposits, and credit card applications accurately and within deadlines and follow up with any queries.
•    Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
•    Ensure the candidate is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. The Candidate must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

Key Responsibilities

•    Call Backs to clients to verify high value payments, change of addresses, enquiries and various administrative matters as per the current process and guideline from time to time.
•    Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients.
•    Deal with Account Opening documentation and queries as required, ensure client files are updated with the relevant documents as per prescribed norms.
•    Ensure compliance to BCSBI, Treating Customer's Fairly standards are consistently met.
•    Keep up to date with existing and new SCB Private Bank products.
•    Keep up to date with new developments in banking, financial and SCB investment products and services.
•    Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.                                                                      
•    Responsible for health and safety for all. As part of the Health and Safety guidelines you should take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace.
•    Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
•    Encourage other to work in a healthy and  safe  manner 
•    Report all accidents and incidents and bring to the attention of the management any hazard in the workplace.

Processes
•    Measured indirectly by the success of the Relationship Managers, AUM and revenue goals.
•    CDD- Completion of documentation and adherence to local and group compliance issues
•    Adherence to regulatory and Group compliance issues
•    Number of client complaints and compliments received about the direct service offered.
•    Successful completion of all accreditation tests and mandatory e-learning
•    Minimising operational losses and P & L claims
•    Client satisfaction survey results
•    Timeliness of submission-Client instructions and AO/PRs

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.

Key stakeholders
•    External clients
•    Client Advisors
•    Investment advisors
•    Manager Client Service
•    Compliance
•    Operations
•    Risk
•    Control and Supervision

Skills and Experience

•    Banking services
•    Wealth Management services
•    Soft skills like Communication, Interpersonal
•    System – Word / Excel / PPT

Qualifications

•    Graduate/ Postgraduate
•    Customer Orientation and service focus
•    Anywhere between 4-5 years of overall experience, preferably in a Client Service role
•    General Banking Knowledge, understanding of front and back-office processes and procedures, preferably in a Private Bank Client service role.
•    Good Interpersonal Skills
•    Strong Verbal and Written Communication Skills
•    Ability to work under pressure and meet tight deadlines.
•    Team player.

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.