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Job Summary
Strategy
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
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Any bachelor’s degree from a recognized university.
- 1+ years’ experience with some knowledge in banking / fraud risk management/ credit initiations/ operations/Call Centre.
- Well verse with data analytical skills, with proven track records in driving data analytics initiatives.
- Relevant certifications such on Anti-Money Laundering is bonus.
- Strong communication skills, both written and oral. Bilingual or multilingual is highly preferred but not required.
- Demonstrate ability to think/ act outside the box and eagerness to learn at a fairly face pace environment.
- Fast learner with the ability to think out of the box and provide solutions.
- Strong inter - personal skills and confident communicator.
- Self-motivated and ability to prioritize and self-manage.
- Ability to positively engage and build rapport with clients.
- Has a clear understanding of the client needs been serviced.
- Able to take ownership of issues / tasks and drive to completion.
- Excellent communication skills and the ability to negotiate & demonstrate empathy.
- Good interpersonal skills.
Strategy
- Support and provide strategic inputs to the Head of Contact Centre, Complaint Handling Management and Analytics to shape disputes lodged with FIDReC in a timely manner and Early Resolution cases implemented by FIDReC to encourage Financial Institutions to reach an amicable resolution with clients at the earliest possible time.
- To handle various levels of clients’ disputes, ensuring that they are dealt with in a fair and timely manner.
- Deliver professional and excellent client experience by providing accurate, relevant and timely information on our products and services.
- Investigate and review issues raised in disputes and preparing appropriate investigation reports.
- Being able to work independently and taking ownership of issues.
- Support effective Complaint Handling Management strategies, implementation of Complaint Management framework and communication across products and channels.
- Support a proactive, independent, balanced and a fraud risk awareness culture within the organisation.
- Ensure that gross and residual fraud risks are understood and agreed with the respective business heads in the country and group.
- Identify opportunities and contribute suggestions for process improvement during the review of findings.
- Preparation of monthly trend analysis and typology of Early Resolution cases and key complaint themes.
- Support and drive standardisation, automation and consolidation through re-engineering and process improvement initiatives for the country for Complaint Handling Management.
- Work closely with the Head of Contact Centre, Complaint Handling Management and Analytics on the end-to-end fraud processes work seamlessly, efficiently, and effectively.
- Build and manage sustainable and accurate country-level FIDReC Complaint MIS and analytics.
- Support effective and robust fraud preventive and detective controls through the use of data analysis.
- Identify opportunities and contribute suggestions for process improvement during the review of findings.
- Independent daily productivity towards meeting set targets and ensure consistency in quality of work.
- Identify and share industry best practices and work with the businesses for their feasibility and implementation.
- Ensure all related policies and procedures in the country comply with Group Policies and Standards. Ensure proper and updated documentation in place for in-country policies and procedures.
- Ensure various fraud risks are being actively prevented and detected in a timely manner on an end-to-end basis.
- Proactive in seeking regular assurance that areas of responsibility are performing to an acceptable risk and control standards.
- Ensure that effective management response plans are in place to respond to extreme but plausible fraud scenarios in the country.
- Recommend changes to the process control environment or to business practices, where necessary, to reduce the level of fraud risk exposure to within the agreed appetite.
- Balance business performance delivery and cost management with risk and control matters to ensure that it does not materially threaten the Group, while remaining within risk appetite.
- Ensure oversight across compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws, other applicable laws and anti-money laundering regulations and guidelines.
- Support in assessing the effectiveness of the governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
- Embed the Group’s values and code of conduct in the country fraud risk management team to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employee’s forms part of the culture.
- Support for satisfactory closure of issues/ gaps arising from Internal Audits, peer reviews and regulatory reviews for the country.
- 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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Lead the [Singapore business and SG Fraud team] to achieve the outcomes set out in the Bank’s Conduct Principles
- Monetary of Singapore
- Country and Complaint Handling Management
- Country Fraud Risk Management, Fraud Risk Surveillance Centre (FRSC) & Global Business Services (GBS) partners
- Country Business and Product teams supporting the Retail Client segment.
- In country governance forums (or other forums, as may be applicable)
- Client Experience, Client Care Centre, Branch Operations, Design Thinking & Process Improvements
- Risk Operations teams
- Client Due Diligence Operations
- External stakeholders
- Auditors and Regulators
- Law Enforcement agencies
- Peer banks
- Suppliers, vendors and consultants
- Education Any bachelor’s degree from a recognized university.
- Market Knowledge: – Awareness and understanding of the wider business, economic and market environment in which Standard Chartered Bank operates.
- Business Strategy and Model: – Awareness and understanding of Standard Chartered CPBB Clients business and that of peers in the industry
- Risk Management and Control: – The ability to identify, assess, monitor, control and mitigate risks to Standard Chartered Bank
- Governance, Oversight and Controls: – Strong leadership capabilities and management skills, with the ability to deliver effective controls within Fraud Risk Operations through both directly-managed and virtual team
- Regulatory Framework and Requirements: – Awareness and understanding of the regulatory framework in which the firm operates, and the regulatory requirements and expectations relevant to the role of Team Head, Fraud Risk Operations & Analytics.
- Analytics: - Usage of Analytics, AI and ML through SAS/ R or other analytic tools to effectively manage fraud risk
- Non-technical skills: - Strong written / oral communication and influencing skills. Ability to create effective work relationships within and across functions & borders
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
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.
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