• Handle inbound calls/Outbound from all Personal Clients (NTB, ETB) regarding service enquiry or transaction requests; fulfil clients’ needs within the same interaction as much as possible.
• Maximise Service-To-Sales opportunities, either selling directly for simple products or passing lead on to sales teams. This requirement is subject to change depends on business requirements.
• Educate and steer client for interactions with the bank via digital channels.
• Any additional service focused mandates to be discussed separately.

• Fulfil all service needs with maximum first call resolution (FCR)
• Manage calls handling time within target.
• Maximize revenue performance: client retention, product offering. This is subject to change depends on business requirements.
• Handle initial complaint handling or negatives feedback.
• Flow the enquiry, request to another stakeholder within turn-around-time.

• Ensure team’s goal to maintain target Service Level, Abandon rate, First call resolution, call quality and service quality delivery.

• Deep understanding of the bank’s processes related different products to support client’s enquiries and requests.
• Maximize FCR rate by delivery answer at the first call.

• Develop skills though out self-learning, e-learning, on job learning.

• Follow bank’s code of conduct.
• Implement money laundering prevention in line with the Group Policy and Standards, local laws and regulatory requirements.
• Good understanding of money laundering prevention and compliance requirements, Group Policies and local laws through training, presentations, guidance, coaching & etc.
• Ensure compliance with the Group’s standards and regulatory requirements pertaining to Money Laundering and KYC.
• Participate in and/or support the Bank’s effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and KYC in the day-to-day operations, which include transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating, and revising operating procedures, acquire relevant knowledge and training, providing support to superior and subordinates.
• Ensure/assist unit head in creation and maintenance of a compliance culture, undertake compliance monitoring, generate timely and accurate compliance reports, proactively advise Country Compliance on compliance issues, and updates new matrices as communicated by the BCC’s.

• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

• 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 to achieve the outcomes set out in the Bank’s Conduct Principles

• Branches
• Card Operations
• Lending Operations
• Account Services
• CMO
• IT
• Product
• Digital banking, Retail Analytic

• Embed Here for good and Group’s brand and values in 2024 [Vietnam / Customer Service]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

• Education College above
• Training Strong communication skill
• Languages English

• English speaking skills
• Communication skills
• Teamwork
• Customer service mindset

• 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

• 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.