Standard Chartered Bank Vacancy for Client Care Executive

Job ID: 23074
Location: Kathmandu, NP
Area of interest: Operations
Job type: Regular Employee
Work style: Office Working

Job Summary

Level: Grade 1 (Assistant)

Service

• To provide prompt, accurate and courteous service ensuring to fulfil promises made to clients. Under-promise but over-deliver.
• To achieve first call resolution for enquiries pertaining to :

Product Information
Account and Card Balance
Online Banking
Transactions details & General Enquiry.

• To provide one stop solution in a consistent, professional manner – embracing our Brand Values.
• To effectively handle client issues or any expression of dissatisfaction made by a Client about the services or products of Wealth & Retail Banking (WRB) and attempt for solution, if beyond control, immediate escalation to Supervisor or Complaint Handling Unit (Client Experience Team).
• Follow up of resolution of complaint where possible, including outbound call to client or prompt submission of the complaint to Client Experience Unit.
• Ensure to respond to generic queries received from customers via registered emails on time.
• Ensure requests or investigations are completed appropriately and e-mail sent out to other channels/departments within the same day.
• Escalate client requests received via e-mail to respective units /branches on service requests of clients.

Key Responsibilities

Targets

• Meet &/or exceed service standard and target:
• Ensure 80% calls are answered within 40 seconds with average handling time (AHT) of 200 secs.
• Ensure abandon calls do not exceed 5% as per global standard.
• Ensure Shrinkage i.e % of time spent off the phone against Log-in hours and work against scheduled hours are within 32%
• Ensure minimum occupancy threshold of agents scheduled to work is 30%
• Ensure errors and mistakes are minimised.

PARAMETER

• Call quality (call evaluation): 90% per month
• Average Handle Time (AHT) – (average Talk time+ average After call Work+ average Hold Time) : Maximum 200 Secs
• Inbound calls : 80 calls per day
• Net Promoter Score (NPS) : Minimum score of 70%
• Customer Satisfaction Score (CSS) : Minimum score of 80%
• First Contact Resolution (FCR) : Minimum score of 75%
• Service Level (Team Score) : 80% for all lines
• Accept and execute following client requests via phone, post successful client authentication and capture customer feedback for future improvement.
• Personal details update
• Online Banking registration / Reset / Regeneration for Individual Clients
• Online Banking Suspend/ Terminate/ Revoke
• Card Block / Activation
• Cheque Stop
• New Debit Card Request / Replacement request
• Others as per agreed process standards.
• Perform Call back ( outbound ) due to missing Terms and Condition during inbound handling or others, or if the previous (transactional) call is not recorded due to disruption e.g. down time, power cut or information not captured /disseminated by inbound executives
• Encourage and educate clients to migrate to digital platforms.
• Continuous engagement to educate client on Product offerings and Campaign.
• Support product launch/ event for all WRB segment clients.
• Proactively create sales opportunities, capture sales leads and generate business referrals through inbound servicing calls based on request by customers.
• Ensure referrals are keyed into pipelines in a timely manner or forward to the Client Care Centre Manager and monitor for closures.
• To be effectively multilingual to better handle all inbound calls from Nepal and International clients. (Nepali, English)
• Always ensure to take 100% ownership of every situation with a customer.
• To improve and maintain Bank’s No 1 position in quality services and ensure that Group and other Business service levels for various services are met.
• Ensure compliance with Group Policy / Standards, local laws and regulations and controls and procedures of the Bank.

Key stakeholders

•     SME Banking
•  Employee Banking
• Cash Management Operations (CMO)
•       Affluent /Priority Banking
•     Trade Services
•      Branch Banking/Alternate Delivery Channel (ATM)
•    CRES
•     Servicing & Transacting (Financial Unit)
• Credit Risk
•   Servicing & Transacting (Non-Financial Unit)
• Recovery & collection
•   Lending & Risk Operations
•    WRB Products (Wealth / Mortgage)
•    Liability Operation / CDD /FRM
•      WRB Products (CCPL)
•      Client Experience
•      Technology

Other Responsibilities

• ​​Embed Here for good and Group’s brand and values in Nepal Voice & Virtual ​

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 ​Nepal Voice & Virtual​ 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.

Admin Duties

• Preparing the country / global daily report- Key Performance Indicator -KPI daily and half hourly reports
• Timely update on Daily Activity Report (DAT) on activation of Debit cards, ATM card Pin generation/reset, stop /warm lost /Stolen Debit & Credit card cards ,stop cheque and other activities fulfilled within the unit.
• Daily /weekly /monthly MIS
• Timely reporting to Operations units on collection of fee/charges on card block and online banking reset.
• Any other requests that need to be forwarded to other Units for processing as agreed.

Knowledge

• To keep self-updated on products and workflow procedures and ensure full compliance with operational risks and control.
• Attend mandatory classroom trainings conducted by the bank.
• Complete all mandatory e-learning rolled out by Group within the deadline.
• Well versed in the entire Wealth & Retail Banking (WRB ) products and Procedures.
• Well versed in Bank control and processes.
• Good telephone etiquettes.
• Good at complaint resolution. Strong interpersonal skills to handle irate customers and to sell our new services / Products.
• Evaluation and resolution of complaints.
• Evaluation of customer needs.
• Evaluation of what product to cross sale.
• Good Command and communication skills in English and Nepali

Control and Risk Management

• Ensure to follow the laid down procedure and accurately follow identification protocol before advising customer details.
• Ensure that control lapses are identified on time and all significant risks are escalated to line manager on time.
• Adapt quickly to the changing business environment and formulate strategies accordingly.
• Enhance multi-product knowledge and be updated on an on-going basis.
• Closely monitor competition and market to ensure our strategies are optimal.
• Actively involved in team building to achieve individual as well as team target.
• Understand competitor’s products, pricing and strategies and provide regular feedback to Line Manager
• Manage difficult customer situation.
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspection.
• Ensure customer dealings/instructions/requests are executed with a high level of accuracy and commitment to satisfy customer needs.
• Ensure validity and client profiling while referring clients to sales team.
• Find ways to improve operational efficiency and control costs to meet cost budgets.
• Ensure timely understanding and compliance with all the applicable regulations of the Bank, Group and Country including Financial Crime Control (Money
• Laundering Prevention / Terrorist Financing and Sanctions, Anti Bribery and Corruption) and CDD.
• Adhere to all the local Health & Safety rules & Group policy in line with Group Health & Safety planning &policy guidelines.
• Be a leader in managing Health & Safety risks to its assets and report if any lapses are seen.
• Understand and abide by Group Code of Conduct.

Skills and Experience

• Good Command in English Language
• Banking Knowledge
• Communication Skills
• Prior Experience in Contact Centre

Last day of application: 1st April 2025

Qualifications

• ​​Bachelors degree complete
• Fluent in English and Nepali
• Good communication skills​

About Standard Chartered

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

What we offer

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.