To provide excellent services to customers of securities service through inbound and outbound calls. Candidates must be licensed with HKSI 1,7,8, relelvant experience will be an advantage, preferably fluent in English and Mandarin.

The Role Responsibilities & Our Ideal Candidate

Strategy

• To achieve business objectives and KPI on connecting clients through inbound and outbound calls.  Strengthen existing client’s relationship through problem resolution, retention and customer profiling.

Business

• Ensure professional, efficient and quality service to clients
• Execute client’s orders and instructions and ensure efficient problem and complaint resolution
• Strictly comply with Group Code of Conduct, all applicable money laundering prevention procedures and regulatory requirements.
• Offer service support to marketing campaigns by Wealth Management thru inbound and outbound and collect client’s feedback for continuous improvement. 
• Meet the required service level and productivity standard

Processes

• Comply with standard departmental operation instructions

People and Talent

• Acquire product knowledge and service skill by inhouse training, on the job training and coaching by managers
• Ensure all critical functions are suitably skilled and qualified for the roles

Risk Management

• Comply with the control requirements in the procedure manuals relevant to respective job responsibilities
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager
• Comply with all relevant policies and procedures covering regulatory, local and group requirements

Governance

• Awareness and understanding of the regulatory framework, in which the group operates, and the regulatory requirements and expectations relevant to the role

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 Hong Kong/ Retail Banking/ Customer Service/Securities Trading 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.
• HKMA, SFC, HKFI

Key Stakeholders

• Product Team
• Custody & Operation Team
• Client Contact Centre
• Client Experience (CEPG)
• Branches

Other Responsibilities

• Embed Here for good and Group’s brand and values in Voice and Victual, Hong Kong
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures