Manager Card Facilitation Center

2 weeks ago

Karachi, Sindh, Pakistan Standard Chartered Full time

2 weeks ago Be among the first 25 applicants

Job Summary

This role will be responsible for managing the Dispute Management Unit activities and team effectively, ensuring an error-free window. The goal is to achieve high productivity and efficiency, leading to improved service quality and high customer satisfaction.

Key Responsibilities
  • Contribute to superior service delivery and cost control through error-free, timely processing of operations in the Dispute Management Unit.
  • Design, recommend, and implement action plans for continuous process improvements to enhance processing efficiency, operational controls, and cost savings.
  • Coordinate with the 'Complaint Management & Service Quality' units to deliver high-quality customer service by effectively addressing inquiries and resolving complaints to minimize client attrition.
  • Review procedures, controls, and systems regularly; suggest improvements in quality, efficiency, TAT, system enhancements, resource optimization, and cost savings.
  • Manage changes to systems, processes, or product offerings seamlessly to deliver expected outcomes.
  • Monitor screening alert methodologies and Silent 8 effectiveness, providing feedback on false positives or emerging risks.
  • Ensure credible audit and review outcomes for the unit.
  • Apply Group and FCC policies (Transaction Monitoring, Name Screening, AML surveillance, client screening, risk assessment) to manage risks.
  • Manage stakeholder communications and meetings as directed by the Country Head Financial Crime Surveillance Operations.
  • Gather and process risk data related to Financial Crime Surveillance to meet reporting requirements.
  • Manage risks effectively and create a robust control environment.
  • Ensure adherence to CST, HCL, and ORF frameworks.
Skills and Experience
  • Proficiency in Microsoft Office Suite
  • Excellent verbal and written communication skills
  • Experience in managing relationships with stakeholders
  • Strong data analysis skills to identify trends and solutions
  • 2 to 4 years of relevant experience
About Standard Chartered

We are an international bank committed to making a positive impact for over 170 years. We value diversity, inclusion, and a culture of continuous improvement. Join us if you seek a purposeful career with a company that values your talents.

Our Values and Culture
  • Doing the right thing with integrity and client focus
  • Continuous improvement and innovation
  • Inclusivity and teamwork for long-term success
What We Offer

We provide a competitive salary and benefits supporting your wellbeing, including retirement, insurance, flexible work options, wellbeing programs, learning opportunities, and a diverse, inclusive environment.

Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Finance and Sales
  • Industries: Banking
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