•    To perform service operations activities that supplements to the frontend request placed by the client.
•    To manage the generic mailbox of the bank and other activities like client CEMS request checker.
•    To perform survey calling activity and update MIS appropriately.
•    To maintain records / MIS of the types of error and the issues and all complaints handled.
•    Adhere to Key deliverables with focus on 
•    Productivity Benchmark 
•    Process accuracy. 
•    Request resolution within SLA

•    Work jointly with team and all Units towards achievement of Organizational Objectives
•    Unplanned offs <3 in the year
•    Complete assigned complaints within TAT
•    Strong knowledge of bank’s products & services and willingness to learn new products.
•    Flexible to stretch and work across different calendar days and time zones in a week/month.
•    Identify customer issues & provide a resolution.
•    Learn established process and always ensure strict compliance.
•    Adhere to TAT for closure & Reversals.
•    Controls and checks to be always followed.
•    Customer Experience& Productivity
•    Ensure the stake holder mails are reverted within target turnaround time.
•    Ensure TAT is adhered as per pre-agreed SLA on Requests/Complaints/TL Calls/Static data.
•    High on influencing and negotiation.
•    Strong analytical and communication skills
•    Ability to perform RCA to identify systematic issues 
•    Ability to engage with internal teams (risk, compliance, business …etc)
•    Skilled in handling sensitive and high-risk complaints 
•    Time management professional 
•    Preferred UAE national, Arabic speaking is a must.

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 Job Role Grade
•    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.

Role Specific Technical Competencies
•    Microsoft skills 
•    Internal systems 
•    Excellent verbal and written Arabic (mandatory) / English communication skills especially in drafting professional complaint responses and official emails 

Ideal Candidate 
•    A bachelor's degree/graduate is preferred.
•    Previous experience in customer service, conflict resolution, or a related field is valuable.
•    Experience in handling complaints and resolving issues is a plus point.
•    Strong verbal and written communication skills are essential for effectively addressing complaints and explaining resolutions to customers.
•    The ability to analyse situations, identify root causes of complaints and develop effective solutions is crucial.
•    Empathetic listening and understanding of customer concerns are important for building rapport and finding satisfactory resolutions.
•    Dealing with upset or frustrated customers requires patience and the ability to remain calm under pressure.
•    Knowledge of conflict resolution techniques and the ability to mediate between parties in dispute is valuable.
•    Accurate documentation of complaints and resolutions is essential for record-keeping and process improvement.

Selection process:                                       
•    Shortlist based on Eligibility Criteria
•    Subsequent Interview 

•    Manage Conduct 
•    Manage Risk
•    Manage People
•    Spot Opportunities
•    Solve Problems
•    Take the Lead
•    Build Resilience

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 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


• Are 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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.