Analyst Client Care Unit

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This role will be responsible for ensuring timely communication and resolution of customer issues in accordance with Department Operating Instructions and guidelines. The position involves managing relationships between correspondents, internal stakeholders, and customers, while ensuring strict compliance with Group, Central Bank, and regulatory standards. Additionally, the role requires adherence to Service Level Agreements and key control standards for all correspondences and complaints.

• Ensure proper and timely closure of complaints in line with the Customer Care Unit Department Operating Instructions (DOI).
• Identify Responsible Parties (RP) and root causes of issues.
• Maintain service levels for all correspondences and complaints, ensuring responses via email channels do not exceed regulatory turnaround times as per State Bank guidelines.
• Handle and resolve issues daily in accordance with service standards.
• Follow up with problem owners to ensure timely resolution for customers.
• Update the Customer Experience Management System (CEMS) for fast and accurate resolutions.
• Participate in team meetings and discussions to improve efficiency and productivity.
• Comply with Anti-Money Laundering, Conduct, and Customer Due Diligence policies and procedures in accordance with Group and local regulatory guidelines.
• Implement the Shariah Governance Framework across the bank.
• Ensure effective implementation of decisions, rulings, fatawa, and guidelines given by the Shariah Board across the business.
• Drive a strong service culture across the bank by defining a clear strategic direction for Client Experience and executing the "Treating Clients Fairly" framework.
• Ensure proper and timely communication with customers as per DOI.
• Embed robust quality audits, checks, and controls.
• Ensure adherence to guidelines on Know Your Customer (KYC) in handling customer service issues.

• Good written and verbal communication
• Interpersonal skills
• Time management
• Minimum Bachelor's Degree

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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 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 what you bring.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good, is achieved by how we each live our valued behaviours. When you work with us, you'll see how we value differences and advocate inclusion.

Together we:

• Do the right thing—be assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle—continuously strive to improve and innovate, keeping things simple and learning from both successes and failures
• Are better together—be yourself, 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 leave, parental/maternity (20 weeks), sabbatical (up to 12 months), and volunteering leave (3 days), along with minimum global standards for holidays, totaling at least 30 days.
• Flexible working—options based around home and office locations, with flexible patterns.
• Proactive wellbeing support—through Unmind, development courses, Employee Assistance Program, sick leave, mental health first-aiders, and self-help tools.
• A culture of continuous learning—with opportunities to reskill and upskill through physical, virtual, and digital learning.
• An inclusive, values-driven organization—that embraces and celebrates diversity, ensuring everyone feels respected and can reach their full potential.