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Card Maintenance Operations Assistant

Standard Chartered Bank Hong Kong
Posted 4 days ago Permanent Competitive
Card Maintenance Operations Assistant
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
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
  • 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 you've 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
Job ID  2300000370
ABOUT COMPANY
London, United Kingdom
85000 Employees Corporate Banking
We’re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we’ve worked to make a positive difference for our ...
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