About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.
This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
Product / Domain Knowledge
Possesses in-depth understanding (end to end) on the product / process
To know the end to end features of Cards product
To be abreast of the changes advised by Country so that this is applied to the current process followed
To be able to relate to the TP enhancements done to CCMS and Cards 400 with reference to the current process followed
To be able to suggest any enhancements to be done to the sub systems so that the work around or hands off is reduced
Able to perform rule based technical work involving acceptable deviations and exceptions
If the instructions provided by the Country involves decision making like checking the account for levy of late charges prior to effecting reversals etc, this is to be effectively carried out
Ability to understand the rejects done by TP systems like CCMS and Cards 400 and investigate the reasons for such rejects
If the files are uploaded with a time lag , ability to understand the impact of such time lags and plan the next course of action accordingly
Able to identify, understand and articulate the requirements of the products from customer point of view & how it will benefit them
To keep in mind the customer's expectations with reference to conversion of transactions to EMI
Able to identify opportunities to automate repetitive logic based manual activities.
To review the processes which involve routine processing with a specific set of inputs and suggest methods of automation in the TP system
Any non value added activities or duplicate checking activities either manual or on system is to be identified and highlighted to bring in process efficiency
Perform independent activities concurrently
To be able to check the financial transactions independently without referring to the logics applied by the maker
Exception based checking is to be done to ensure that the errors done by the makers are highlighted promptly
Give inputs from ground level after understanding the big picture
To have end to end understanding of the process so that automation opportunities in the TP systems can be provided
To be able to identify activities which are duplicated either in the total Credit Card operations cycle or with reference to the checking activity and suggest methods of decreasing TAT
Supports and involves in change management plans in achieving mutual objectives to manage change.
As and when there are change initiatives driven by Country / Regulatory Authorities, should be able to plan the activities very well and deliver the required output with the least business interruption
Open to suggestions and experimentation
Any suggestions by the makers should be analysed effectively for opportunities of automation
To be willing to experiment by capitalising on the UAT environments available for various projects to check the process improvements by change of parameter settings in CCMS / Cards 400
To be willing to experiment effectively which would bring in reduction of TAT for customer, process efficiency, cost saving or increase in revenue without any disruption to BAU activities
To have a sense of urgency in meeting deliverables in TAT and Accuracy
To always have customer requirements in mind while executing Credit card transactions
To appreciate the requirement of delvering accurate output every time
To perform all the credit card transactions right the first time
Possess ability to understand the work plans and organizes their own work effectively
Able to identify sudden changes at a transactional level
Raises issues when they see the task is at risk
Completes work as assigned
Operational risk Management
Understands what the various risks are at transaction level and some of the mandatory actions that need to be performed.
Escalates issues to senior management within parameters of role
Describes the fundamentals of operations risk
Awareness on transactional level fraud
Able to drive quality work within team and self
Proof reads work and / or checks the process delivered thoroughly in order to eliminate errors.
When issues present consults with others in order to ensure he / she has resolved them in the appropriate way.
Considers the impact of their actions on the end-to-end process and customer.
Understands basic customer service requirement and able to apply same in own areas of work
Able to provide differentiated customer service for various types / grades of customers
Treat all clients with respect and cultural awareness
Able to show empathy in terms of keeping the customer point of view while processing a transaction / working
Possesses ability to translate complex information into easy- to-understand language
Proficient in both verbal and written communication
Escalates issues and concerns in a timely manner
Understands the situation and perform right escalations
Being able to provide data for performing root cause of the problem
Ability to speak up when in disagreement and opposition
Ability to understand the existence of crisis and conflicts
Able to work in a team with good interpersonal skills
Understands and knows who the stake holders are and meets SLAs.
Able to provide timely and accurate response to queries / request raised by Stakeholders
Able to co operate and work as a team in an open and approachable style.
Be good team player taking team’s goals in to consideration.
Understands the need for change and willingly accepts it
Able to quickly adapts to changes with regards to process, projects, behaviour etc
Ability to look beyond self interest to collective interest
To positively respond to the pace of change
Able to analyze the process to understand the dimensions of the job
Our Ideal Candidate
Qualifications - B.Com, BBA, BBM, BA Economics
Experience less than 2 years
Data Entry Operator
Reading and comprehension