• Negotiable
  • Singapore
  • Permanent, Full time
  • Standard Chartered Bank Singapore
  • 15 Nov 17

Manager, Customer Assurance

  • Location: Singapore
  • Salary: Negotiable
  • Job Type: Full time

Please view Job Description for details.

To conduct reviews relating to Assurance related functions within Retail Banking Singapore. Ensure regulatory and Group requirements are fulfilled, and as well as strengthen controls over Fair Dealing Guidelines / Treating Customer Fairly and frauds.
Assurance related functions will cover the following areas:-

1. Perform call monitoring and call back on investment and insurance transactions to
- Ascertain client instructions are genuine, and
- Sales transaction have been conducted in compliance with laid down processes where

o Current Client Investment Profile (CIP) reflects current client situation
o Client awareness on choice of mis-match product (for out-of-profile case)
o Clear explanation on product features, charges and pertinent risk
o Client has been provided with necessary documents
o Client has obtained clear & relevant information, and it is client decision to invest

2. Timely report result (including deviations, complaints, non-contactable/decline, authorization, etc) and escalate for remediation by line manager of sales staff within the required timeline

3. Escalate complaints from clients during call back or observed during call monitoring to sales manager and/or complaint handling unit for required action. Follow up with relevant parties to ensure completion of remediation.

4. Call backs (for face to face transactions) Includes Retail Banking Products, Bancassurance, Wealth, Business Clients .
5. Trade Surveillance (monitoring of switching, inclusive of cross products). Ensure end-to-end review of switching policy, monitoring and escalation procedures

6. Customer Investment Profiling Solutions (CIPS) reviews (quality controls, identify and follow up any mismatch between CIP and product risk rating)
7. Wealth sales process review , where applicable
8. Sales process complaint handling (investigate and follow up corrective actions) , where applicable
9. Mystery shopping reviews (where required)
10. Conduct MAS FAIR BSC documentation checks and call monitoring (ensure required sampling volume needs to be completed ) . Ensure all components required per checklist are reviewed ( requirements are in accordance to BSC Framework )

11. Wealth and Banca Documentation review (Documentation submitted by Insurance Specialist Team, and Branch / Priority Banking channels.)
- Conduct documentation checks as per Masterchecklist requirements set by WM SG ( ORF implemented in SG in Sept 2014)
- Flag all potential exceptions to frontline, and monitor for rectification within T+3 ( T=day of identification of error ).
- Ensure all error logs are accurately updated into Web Based Error Log System. Ensure timely closure of error log eg. once noted that rectification has been completed, and all assigned cases are completed within the day
- Ensuring detailed BOR ( basis of recommendation ) is written & products recommended by RM is suitable to client's investment needs & objectives & financial situation. BOR should be sufficed with reasonable basis for making the recommendation to the client & disadvantages of the investment product should be explained to client.

12. Review RNF updates to ensure these are carried out in line with regulatory guidelines ( this specific task will be assigned to certain members in the team )

To conduct reviews relating to Assurance related functions within Consumer Banking Singapore. Ensure regulatory and Group requirements are fulfilled, and as well as strengthen controls over Fair Dealing Guidelines / Treating Customer Fairly and frauds.
Assurance related functions will cover the following areas:-

1. Perform call monitoring and call back on investment and insurance transactions to
- Ascertain client instructions are genuine, and
- Sales transaction have been conducted in compliance with laid down processes where

o Current Client Investment Profile (CIP) reflects current client situation
o Client awareness on choice of mis-match product (for out-of-profile case)
o Clear explanation on product features, charges and pertinent risk
o Client has been provided with necessary documents
o Client has obtained clear & relevant information, and it is client decision to invest

2. Timely report result (including deviations, complaints, non-contactable/decline, authorization, etc) and escalate for remediation by line manager of sales staff within the required timeline

3. Escalate complaints from clients during call back or observed during call monitoring to sales manager and/or complaint handling unit for required action. Follow up with relevant parties to ensure completion of remediation.

4. Call backs (for face to face transactions) Includes Retail Banking Products, Bancassurance, Wealth, Business Clients .
5. Trade Surveillance (monitoring of switching, inclusive of cross products). Ensure end-to-end review of switching policy, monitoring and escalation procedures

6. Customer Investment Profiling Solutions (CIPS) reviews (quality controls, identify and follow up any mismatch between CIP and product risk rating)
7. Sales process review , where applicable
8. Sales process complaint handling (investigate and follow up corrective actions) , where applicable
9. Mystery shopping (where required)
10. Conduct MAS FAIR BSC documentation checks and call monitoring (ensure required sampling volume needs to be completed ) . Ensure all components required per checklist are reviewed ( requirements are in accordance to BSC Framework )
11. Any other ad doc sales assurance / governance reviews ( where required )

Qualifications and Skills

  • Relevant sales related / control experience / document check experience
  • Fluency on sales processes and control requirement
  • Basic Legal and Compliance awareness( AML CDD. FDG, TCF, BSC) etc
  • Good telephone conversation soft-skills
  • Good command in English both written and verbal
  • Proficient in Microsoft Office applications


How To Apply

You can search and view current opportunities across our organisation and apply immediately by visiting www.standardchartered.com and selecting Careers. To help speed up your application, please note the following:

- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role

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- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application

It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.

Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.