RESPONSIBILITIES * Ensure all Re-Pricing and Re-structuring and advance re-structuring request assigned is touched/ acknowledge within the SLAEnsure cases are being picked up from CEMS Ensure all generation of Letter Offer within the SLAEnsure all information updates and status is being updated accordingly into CEMS and individual tracker. Ensure correct package offered to customer within your empowermentEnsure all the important information and Term & conditions are being highlighted to customer during your conversationEnsure a follow thru from CEMS or Email request.Ensuring all urgent cases is being picked up within the team.Ensure follow up with cm on the Letter Offer expiringCorrespond with Stake holdersAny other adhoc task assigned .Strategy*Minimum 3 rater in the last P3 cycle. Min SPM holder Committed, meticulous, courageous and equipped with good English communication and writing skills. Good knowledge of the SG Products & Processes for Mortgage. Able to work independently, with minimal supervision. Able to STRICTLY adhere to work schedule and have low unplanned attendance record. Able to work under pressure, meet deadlines & business requirements. Possess positive work ethics, team-orientated character & a matured mentality.Strong sense of responsibility & urgency. Business ObjectiveAchieve Financial Goals agreed with Business & Country Stakeholders – Cost & RevenueMetricTo achieve min. score card criteria & the KPIHighlight to TL/Manager if there is any high-risk complaint Coordinate with internal team and ensure we revert back to client on time without delay.Any attributed MAS / high risk complaint will lead to disciplinary action with ER ProcessesObjective Develop & Grow People, Strengthen CultureCollaborate with the team members to achieve the common objectiveAdhere to the work schedule as per assigned Metric Attrition to be below targets of 25%YoY improvement on My Voice score People & Talent Committed, meticulous, courageous and equipped with good English communication and writing skills. Good knowledge of the SG Products & Processes for Mortgage. Able to work independently, with minimal supervision. Able to STRICTLY adhere to work schedule and have low unplanned attendance record. Able to work under pressure, meet deadlines & business requirements. Possess positive work ethics, team-orientated character & a matured mentality.Strong sense of responsibility & urgency. Metric To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control Ensurefulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied withEnsure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specifiedUphold the values of the group & company at all times Ensure compliance with all applicable rules / regulations and company group policies Governance To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control Ensurefulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied withEnsure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specifiedUphold the values of the group & company at all times Ensure compliance with all applicable rules / regulations and company group policies 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 [country / business unit / function/[team] to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key stakeholders* Singapore business unit QUALIFICATIONSTRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONSMin SPM holder Minimum 3 rater in the last P3 cycle. Committed, meticulous, courageous and equipped with good English communication and writing skills. Good knowledge of the SG Products & Processes for Mortgage. Able to work independently, with minimal supervision. Able to STRICTLY adhere to work schedule and have low unplanned attendance record. Able to work under pressure, meet deadlines & business requirements. Possess positive work ethics, team-orientated character & a matured mentality.Strong sense of responsibility & urgency. Our Ideal Candidate mortgage trained background contact centre.
