Posted for - Manager, Customer Complaint

Job Description

* Job Summary General:Communicate at all levels of the organization as appropriate.Work in collaboration with the GPS Operations Units, Country Teams, Service Management team, Operational risk team, and Global AskHR teamWould also be required to contact employees on a variety of issues to understand their insights and perspectives on complaints or issues to solicit their feedback or to investigate on process gaps; Analyse complex datasets and translate these analytics into recommendations and suggestions for process improvements with supporting measurementsMaintain data confidentiality during every employee interaction ensuring that data is only disclosed to validated individuals and that any data disclosure complies with the Group s data protection standardsDo regular audits for new process /product migrations and process improvements as part of Adhoc projectsComplaints Analysis: To analyse all complaints to GPS from employees, Service Delivery, HRBP and Specialists raised through Service Now portal with case type as Feedback/complaint.Audit complaint cases, record findings on causes, Unit responsible and corrective actions and provide feedback where required.Apply logical judgment based on guidelinesDeliver the audit report on time as per scheduleIdentify audit findings/trends that can be fed for process improvements.Segregate issue pattern by process gap/knowledge gap/case management issue etc.Provide Support on the Complaints Management processImmediately highlight potential risk that will have an impact on Data protection.Process: Employee / SD / HRBP or Specialists raise a complaint through MyHR portal Identify process gaps and suggest changes to the process.Review As-Is process, Identify process gaps and failures and (a) agree the actions to ensure effective controls are in place (OR) (b) feed input on long term fixes/process gap fixing for Continuous Improvement (c) Feed any learning/gap for training as required d) Channel feedback to product/region which is out of GPS controlRegulatory & 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 to achieve the outcomes set out in the Bank s Conduct Principles
• 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
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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 youre 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 cant 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, youll 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
• 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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers ,

Keyskills :
retirement savingscode of conductaudit reporthuman skillslife insuranceboard of directors