- Provide a consistent and high level of service when in contact with all clients, to be courteous, diplomatic, professional, helpful and sensitive to meet individual client needs while complying with bank internal and external rules/procedures/manuals/standards/group requirements/regulatory requirement/laws.
- 始终保持高水准的客户服务质量,在为客户提供服务过程中展现作为支行服务人员对待客户的礼貌、娴熟的沟通能力、以及专业的业务能力,及时发现客户的需求,为客户提供有效的帮助,同时严格遵守银行的内外部准则/操作流程/操作手册/标准/集团要求/监管要求/法规等要求
- Understand, acknowledge and comply with the requirements onindividual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies;
- Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities;
- Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank;
- Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections;
- Cooperate with any investigations or reviews on regulatory failure such as accountability review.
- 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。
- Assist LM to support cost optimization initiatives to achieve cost saving target and be actively involved in client related activities
- Support LM in driving service performance in term of productivity, execution quality and process risk management
- Find service improvement opportunity for better working efficiency and effectiveness
- 协助主管推进各项成本优化创新方案的实现,同时做到第一时间处理好客户的需求
- 协助主管提升营运及服务团队良好的生产力、良好的执行质量及有效的风险管理
- 不断发现可以使工作更有效率和成效的提升空间
- Assist LM to ensure the services to both internal and external clients are maintained at a consistently highest level and within mandated quality standards at all times
- Manage the branch traffic and handle incoming calls and client inquires in an appropriated way on daily basis
- Maintain branch merchandise appearance to achieve high appraisement by marketing department and effectively coordinate relevant workplace, inventory, security and cleaners, for parties both internal and external
- Assist LM to check all VM items before branch open, including personal check and premise check
- Assist LM to finish branch's admin work and consistently promote and ensure the following key service KPI or initiatives meet banks' requirement
- Client satisfaction score
- Individual CASA opening TAT
- Client's complaint ratio
- 协助主管在日常工作中始终倡导"以客户为中心"的服务理念,给内外部客户提供最优质的服务
- 负责在日常工作中根据分支行的业务量为客户做好有效分流,减少客户等待时间,接听客户的咨询电话,处理客户的基本业务查询
- 负责保持支行展示商品外观达到市场部要求的高水平,有效协调内外部相关工作场所,库存,安保和保洁
- 协助主管进行开行准备工作的检查,包括支行员工到岗情况以及营运场所的检查
- 协助主管完成分支行日常工作,同时不断推进分支行实现银行要求的服务质量考核和要求
- 提高客户满意的问卷评分
- 缩短分支行开户时间
降低客户投诉率 - Learn understand, enforce and strictly adhere to internal risk, compliance and regulations requirements, policies, procedures and the Group Code of Conduct in day-to-day
- Assist LM to ensure the rectification actions identified from all kinds of CST/Spot Check/Audits being fully followed and completed at branch
- Assist LM to pass the internal and external auditing without repeated/significant audit findings
- Escalate for any exception detected or observed in daily work to minimize potential negative impact on the bank
- Adhere to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery & corruption), compliance policies and the Group Code of Conduct; Well manage client complaints & CDD
- Adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions
- Maintain and enhance branch service staff awareness of operational risk management through training / accreditation as well as uplift the bar of risk control awareness and prioritize risk identification and mitigation in daily
- operation
- 学习、了解并在日常工作中严格遵守内部风险、合规、当地监管要求、政策、操作流程和集团行为准则的要求
- 协助主管及时跟进和督促分支行完成各类自查/分支行抽样检查/审计中提出的整改要求协助主管通过银行内部及外部的审核,确保避免重复错误或重大运营差错
- 及时汇报或发现任何异常的操作现象或问题确保营运风险最低化
- 遵守法律法规,内部风险(包括反洗钱,受制裁,反贿赂和腐败等风险)合规政策和集团行为准则的要求,妥善处理客户投诉及客户尽职调查
- 遵守银行的行为规范守则,在执行中始终遵守银行内控及风险管理机制中要求员工执行的内外部各项规定及政策
- 通过内部培训以及相关培训测试,不断增强运营风险管理意识,提升风险管控意识,在日常运营中及时发现异常情况并减少潜在风险
- Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation
- Actively participate in various campaigns related to service team and achieve the target
- Develop multi-product knowledge and job skills to support different segments and sales channels
- Complete new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline
- 积极参与完成银行安排的各项培训项目,主动学习银行内部流程/操作手册以及当地法规
- 积极参与与服务团队相关的各项竞赛活动并达到预期目标
- 深入学习银行各产品知识及职业技能,确保业务及产品知识可以支持不同业务线发展需要
- 根据银行政策完成新入职人员(新员工或内部调动)的培训计划,并在要求时间内通过所有评估测试
- Fully understand the importance of Consumer Rights Protection, prevent damage to consumers' best interest
- Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings
- Always embed Consumer Rights Protection mindset when performing daily work
- 在日常营运工作中,充分理解保护消费者权益的重要性,防止损害消费者的利益
- 在日常营运工作中,始终遵守与消费者权益保护相关的法规要求,且确保完成相关培训
- 在日常营运工作中,始终谨记以保护消费者权益为基础执行工作
- Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group's business strategy and model appropriate to the role.
- Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates
- Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.
- Reference all responsibilities related to people and talent matters, for example:
- Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
- Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
- Employ, engage and retain high quality people, with succession planning for critical roles.
- Responsibility to review team structure/capacity plans.
- Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
- Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group's financial information, identify key issues based on this information and put in place appropriate controls and measures
- All responsibilities under the Risk Management Framework – both execution and supervisory – should be referenced, for example, Act as the [Process] risk control owner under the Group's Risk Management Framework (including relevant Operational Risk Framework ownership for [Liquidity] risk.
- Responsibilities relating to the direction, planning, structure, frameworks ( processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- 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.
- Lead the [country / business unit / function/[team] to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- College degree with at least 1 year working experience in hospitality industry, 4 or 5 star hotel and airline company experience is preferred
Strong sense of services and responsibility and with client oriented
Excellent interpersonal, communication and problem solving skills with general knowledge of the bank and its business
Good team player, optimistic, presentable and sociable
Good command of both spoken and written English and Mandarin - 大学本科学历,至少1年酒店行业相关工作经验,4、5星级酒店及航空公司工作经验者优先
具有以客户为中心的服务意识及工作责任感
出色的人际关系能力和沟通能力,能在复杂场合应付自如
具有良好的团队合作精神,乐观,形象良好,善于交际
具有良好的中英文写作和口语能力 - ther then above roles, job holder should follow other job duties and responsibilities assigned by line manager from time to time.
除上述工作职责外,员工应遵循直属经理随时指派的任何工作职责和任务。 - Above key responsibilities and selection criteria are the major assessment to assess the staff if qualified during probation and competent after probation. Failing to satisfy any of the aforesaid requirements, or failing to pass related new jointer training (including but not limited to the CPBB Essentials and Financial Solutions training), the employee will be deemed not meet the recruitment requirement for passing probation, and the Bank is entitled to terminate the employee's employment contract immediately. For employee who has passed the probation, failing to pass the related new joiner trainings (including but not limited to the CPBB Essentials and Financial Solutions training) and will be taken as assessment basis for job incompetency.
以上的主要工作职责和岗位聘任要求是用于考核试用期是否符合录用条件和工作胜任与否的标准。倘若员工未能满足前述要求,或未能通过入职相关培训测试(包括但不限于CPBB Essentials入职培训及金融解决方案培训等),则该员工将被视为不符合试用期的录用条件,银行有权立即终止员工的劳动合同;对于已过试用期的员工,未能通过入职相关培训测试(包括但不限于CPBB Essentials入职培训及金融解决方案培训等),将作为不胜任工作岗位的考核依据。 - Before attend and pass the related new jointer training and assessment (including but not limited to CPBB Essentials and Financial Solutions training) the employee should not perform any kind of business.
对于还没有参与并通过入职相关培训与测试(包括但不限于CPBB Essentials入职培训及金融解决方案培训等)的员工,禁止办理任何业务。 - Please note that the job description above will be reviewed during the Job Objective setting every year, which may be amended and agreed where necessary by the employee and the line manager.
- 请注意以上本工作描述将于每年制定年度工作目标时予以审核,如有必要将由直属经理和员工予以修订并达成一致。
- In this document, Chinese version shall prevail over English version.
本文件若中英文表述不符,应该以中文为准。 -
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描述
:OngoingScope of Role:
职责 范围:
Key Responsibilities/Challenges 主要工作职责/挑战
General 总则
Business performance 业务表现
Service 客户服务质量
Operations, Conduct and Risk Control 营运操作,行为规范和风险控制
Self Development 自我发展与提升
Customer Right Protection 消费者权益保护
Strategy
Business
Processes
People & Talent
Risk Management
Governance
Regulatory & Business Conduct
QUALIFICATION
Selection Criteria 职位要求
