Job Summary
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Responsible – To monitor and achieve productivity and service standards. 监察及达至高效率高服务水平
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Accountable – To identify opportunities to improve workflow design. 寻找良机改善工作流程的设计以提高工作效率
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Consulted – To plan and monitor work schedules to meet the organisational objectives and service level standards. 计划和监察工作编排以达致有序性和高服务水平的目标
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Informed – To manage and monitor new product / program launches and marketing programs / campaigns. 管理和监管新展开的产品/活动及推广活动
Key Responsibilities
Strategy
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Awareness and understanding of the Group’s business strategy and model appropriate to the role. 充分了解和认知集团的业务战略和定位模式。
Business
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通过有效管理现有中小企业客户资产组合，为客户提供卓越的中小企业金融服务，完成业绩指标；
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紧跟中小企业市场最新发展动态，结合产品及服务更新升级，通过为客户提供量身定制的金融方案以满足客户需求，与客户建立紧密合作关系；
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通过深入研究客户需求，延伸以及拓展现有客户关系；
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通过对潜力客户提供优质服务激发收益最大化；
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通过销售中小企业金融现有产品和新产品，交叉销售其他零售银行产品；
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监测以及确保严格执行中小企业客户尽职调查；
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解决客户的投诉或不满，了解客户反馈以持续改善服务质量；
Processes
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通过CPBB-Essentials入职培训
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通过参加定期的简报会议和培训获得有关产品的知识和服务的技巧；
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参加产品部门的培训，确保业务知识更新及巩固
Risk Management
• 遵守所有相关的政策和程序，包括所有监管规条，本地及集团的要求。（适用于所有级别职员）
• 遵守呼叫中心工作职责的相关程序及控制的要求。（适用于所有级别职员）
Governance
• 负责实施各项反洗钱的需求并且确保符合反洗钱的合规要求。
• 遵循银行的管理手册，操作手册和所有部门相关产品的既定政策。
• 学习并了解一切相关条例以及内部风险与合规的政策与程序
• 保持对金融行业相关动向的敏感。
Regulatory & Business Conduct
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展示模范行为，并按照集团的价值观和行为准则执行。
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承担个人责任，嵌入渣打银行的最高道德标准，包括监管和商业行为。包括理解和确保在文字和精神上
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有效且配合地识别、报送、避免和解决风险、行为规范和合规问题。
- 充分了解消费者权益保护的重要性，防止损害消费者的最佳利益，实施与消费者权益保护相关的监管要求。
Key stakeholders
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CPBB/HR/Legal/Compliance/CFCC/CCIB
Other Responsibilities
• 理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求。
• 跟上本地问责法律法规的发展，以有效地确保并强化内控。
• 审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力。
• 对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任。
• 配合任何关于违反监管规定的调查或审查，例如，问责审查。
• 员工需遵循由其直属经理所指派的除上述工作职责外的任何工作内容和任务。
• 请注意以上工作范围和职责描述将于每年订立年度工作目标时进行回顾，并由直属经理和员工于必要时进行修订和达成一致。
• 除本[规范/流程/指引]上述规定的事件，因员工在履行职务、完成岗位职责和/或岗位目标 的过程中，导致银行遭受或可能遭受任何法律制裁、监管处罚、重大财务损失或声誉负 面影响等后果或其他风险的其他任何事件，均构成银行问责审查适用范围以及问责事项。
Skills and Experience
- Bank Account Features and Services
- Electronic Banking Products
- Addressing Customer Needs
- Customer Experience Management
- Customer Support Policies, Standards and Procedures
- Regulatory Environment Financial Services
- Anti Money Laundering Policies & procedures
- Effective Communication
- Customer Retention
- Customer Interaction
- Self-Service and Virtual Call Centres
- Call Center Management
Qualifications
- 专科或以上学历；
- 从事金融工作1年以上，具备良好的诚信记录及职业操守;
- 有相关企业客户服务及销售经验者优先
- 愿意承受工作压力及能够遵守相关合规要求
- 积极乐观，以客户为中心，能够自我激励，有较强的团队意识
- 有良好的英文写作能力
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.