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.
Role Responsibilities
Strategy
Understand the direction and strategies for Technology & Innovation (T&I), End User Services (EUS) with in Global Service Desk and its daily Business as Usual responsibilities allocated to the people hired for this position
Determine the strategic requirements for Service Desk current service delivery as well as for future improvements and automation.
Business
1. 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.
2. To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
3. The administration of user accounts, including system access rights, across all IT services within the enterprise. It also includes the administration of Non-User Service accounts in conduction with the needs of System Administration.
4. Review security-related access rights practices, directives and guidelines.
5. Ensures the compliance of suppliers of DP services, to access rights policy and guidelines
6. Provide for review and consultation with respect to software and hardware products offering access rights capability.
7. Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
8. Ensure customer satisfaction through improved service and quality
9. To attempt and ensure First Call resolutions on technology related incidents and requests within the Level I support team and in case of requirements, escalate to Level II or Level III Technology Support Teams with relevant diagnosis and documentations.
10. To support live calls, Web and chat channel interactions for end users
11. Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers
13. Maintain Customer Service Skills to agreed standards for all interactions.
14. Identify and highlight to the appropriate authority any service concern or improvement opportunity
15. Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
16. Develop understanding of TS-EUS-Service Desk business solution and seek out improvement opportunities
17. Adherence to the specified standards of Quality and Audit / Risk requirements
18. Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
19. To build relationship & network with stakeholders within & outside TS-EUS-Service Desk.
20. To support for any request fulfilment and priority incident desk for resolution
Processes
To follow the Work instruction guide provided for all the BAU activities, with compliance and regulatory requirement with zero tolerance.
People and Talent
Well equipped with the relevant skills and talent to manage the operations
Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
Ensure the provision of ongoing training and development of individual and ensure that you hold of all critical activities effectively delivered
Risk Management
Ensure Service Desk operations comply to Enterprise Risk Management Framework (ERMF), Operation Risk Framework (ORF), Information and Cyber Security Risk (ICS) as well as any other applicable policies, standards and processes for the Bank.
Governance
To follow the Work instruction guide provided for all the BAU activities, with compliance and regulatory requirement with 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
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 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.
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association
Key Stakeholders
Global service desk members, EUS members and bank users
Other Responsibilities
CSR and mandatory e-learnings to be completed on time, GCOC and other regulatory requirements to be in compliance as per the group’s instruction
Our Ideal Candidate
MCSE, MCSA, CCNA, MCP and ITIL and SDI for Service Desk Manager framework certification as preference
Visit our careers website www.sc.com/careers
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