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Posted on 2023-02-27
Card Maintenance Operations Assistant
Job Matcher
RESPONSIBILITIES
Strategy
To process all Credit Card / Debit Card requests from different channels, including Sales, CCC, Branch, Fraud Team and other internal Operations teams, and to ensure all requests are handled accurately and in timely matter
Business
- To handle daily Debit card / Credit Card related maintenance request
- To ensure consistent delivery efficiency / accuracy standards of business processes
- To report to team supervisors for any irregularity, including but not limit to reconciliation gap, incidents and complaints
- To attend to phone and email enquiries from internal stakeholders
- To perform investigation on any referrals cases from frontlines and CR
- To prepare monthly reports
- To monitor Tianjin daily performance
- Support cross team functions
- To process ePro with invoice/ quotation proofs
Processes
- To ensure efficient and effective execution of all debit card/ credit card maintenance, including reconciliation of daily process volume, all application are done without error and all mails are
- passed to QC team within SLA
- To ensure all cases are processed with agreed TAT/SLA
- To ensure processing quality and BAU processing is well controlled
- To monitor Tianjin hub for maintenance processing
- To work with branches and internal teams on the Credit Card / Debit Card maintenance service request
People & Talent
- To work with internal stakeholders on the Credit Card / Debit Card maintenance service request related
Risk Management
- To ensure all regulatory requirements and policies are strictly followed
- To timely report the team issues and losses, if applicable
- To assist Team Manager in performing UAT/ UVT on new project/ product launch
- To handle the incoming mail bag sorting
Governance
- Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to Line Manager
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.
- 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.
- Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
Key stakeholders
- Outsourcing Vendors
- Key Relationships Nature/Purpose
- Crown Record keeping of daily reports and invoices
- Asia Miles Daily processing of membership registration
- Priority Pass Send notification for cancelled / Transferred credit card account
- HK Disney Receive Disney Staff credit card account for cancellation
- HK Post Receive return mail
- SmarTone Daily SMS sending arrangement
- C&C/ Man Sung/ Jardine Onesolution Contact for stationary delivery arrangements
- Internal Stakeholders
- Key Relationships Nature/Purpose
- Credit Card Product Support new product/ project launch
- Deposit Product Support new product/ project launch
- Branch/ CCC/ Sales/ Private Banking Operations/ Fraud Risk Management / Data Governance Receive maintenance requests on Credit Card / Debit Card account
- Project Management Office and PQA Support new product/ project launch
- Technology For any system issue including S2O/eOps , CEMS , Online platform
- CEPG All matters related to customer complaints or enquiries on service standards
Other Responsibilities
- Embed Here for good and Group’s brand and values in Card Maintenance Operations
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]
Our Ideal Candidate
- Ability to work independently and under tight deadlines and time pressure
- Good interpersonal and communication skills
- Good command of spoken and written English, Mandarin preferable
ROLE SPECIFIC TECHNICAL SKILLS AND COMPETENCIES AND PROFICIENCY LEVELS
Apply Now to join the Bank for those with big career ambitions.
Skills
More job information
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Company Overview
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.
