Support Specialist

Support Specialist

Standard Chartered
Not Specified
Not Specified

Job Description

About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities & Our Ideal Candidate
  • SRE Chapter lead to drive the SRE thinking and culture within the SRE members

  • Regular BAU targets are met and delivered as per the plan. Ensure all the application stability is maintained and services are provided as per the SLA agreed with business.

  • Strictly adhere to the production service process as laid out by the transaction banking governance team

Risk Management
  • Strictly adhere to the production service process as laid out by the transaction banking risk governance team

  • Ensure completion of team certification, deliver the initiative set by group and team.

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 SRE to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients of Trade business] *
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders
  • Country and GBS operations, Development and Production Engineering team

Other Responsibilities
  • To provide a single point of contact and support for Customers through Voice, Email, Web and other relevant channels in relation to technology related incidents and requests.
  • To facilitate the restoration and fulfilment of normal technology service with minimal business impact on the Customer within agreed service levels and business priorities
  • Ensures the compliance of suppliers of the services, to access rights policy and guidelines
  • Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
  • Ensure customer satisfaction through improved service and quality
  • Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers
  • Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
  • Develop understanding of Trade business solution and seek out improvement opportunities
  • Adherence to the specified standards of Quality and Audit / Risk requirements
  • Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
  • To build relationship & network with stakeholders within & outside Production Engineering
  • To support for any request fulfilment and priority incident desk for resolution.

Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.
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