Analyst, Client Experience

3 weeks ago

Ho Chi Minh City, Vietnam Standard Chartered Full time

**Job**: Retail Banking

**Primary Location**: Asia-Vietnam-Ho Chi Minh

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 18/Feb/2024, 9:45:11 PM

**Unposting Date**: Ongoing

**JOB SUMMARY**
- The role of a Customer Experience Analyst is to ensure that the business follows a client-centric approach and deliver a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the client journey. The role is responsible for keeping track of customer journeys, interacting with customers across channels and platforms and coordinating with internal stakeholders such as product design and development, sales, operations and so on in order to keep fine-tuning the customer’s experience.

**RESPONSIBILITIES**

**Strategy**
- Awareness and understanding of the Bank’s business strategy and model appropriate to the role

**Business**
- Ensure all complaints are properly and independently captured and are resolved fairly within SLAs.
- First escalation of difficult complaints.
- Perform root-cause analysis on key complaint areas and work with responsible units on preventive measures.
- Ensure to meet all complaint metrics targets.
- Track fee waiver and service recovery.
- Reinforce frontline empowerment.

**Processes**
- Develop robust framework for complaints management (for e.g. DOI)
- Ensure all Group and Country reports are submitted timely.

**People & Talent**
- Perform quality assurance check on relevant telesales and client care centre service, social care activities.
- Provide training and feedback/coaching to frontline on complaint management

**Risk Management**
- Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Bank, as well as an awareness and understanding of the main risks facing the Bank and the role the individual plays in managing them.

**Governance**
- Responsibilities relating to the direction, planning, structure, framework (foe e.g. processes and policies) and oversight. Awareness and understanding of the Regulatory framework in which the Bank 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.
- Ensure the Vietnam/Retail Banking/Client Experience team to achieve the outcomes set out in the Bank’s Conduct Principles
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key Stakeholders**
- All Retail and Retail Support staffs
- Head, Retail client
- Segment head, Retail clients,
- Head Retail Products
- Head Legal Compliance
- Country Business & operational Risk manager
- GTO
- Country manager, Branch Ops

**Other Responsibilities**
- Embed Here for good and Group’s brand and values in Vietnam/Retail Banking/Client Experience team.
- Language: proficiency in English and Vietnamese (writing and speaking) (for e.g. minToeic 500)
- Education: min Bachelor degree.
- Working experience: min 2 years. experience on banking-industry with client-interaction experience will be a plus.

**Role Specific Technical Competencies**
- Language: English and Vietnamese proficiency
- Manage Conduct
- Manage Risk
- Manage People
- Microsoft Office

**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 ment

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