Associate Manager - Sales Assurance Arabic

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role Responsibilities

• Check & process wealth management transaction as per checklist prepared. Quality check to mitigate any potential miss-selling risk
• Assisting in policies and processes, standardization of all checklists, SAU manual and callback questionnaires and obtaining approvals from legal and compliance from all countries.
• Conducting regular reviews with sales units and revising & recommending workflow changes for maximising efficiency and ensuring premium service to clients.
• Conduct Call Back and call monitoring of WM / other Specific Transactions for Quality Control / Compliance Check (Non-recorded F2F Transactions) In Arabic and English
  • Ascertain that the transaction was executed by the staff in line with the following criteria :
    • Client s Risk Profile understood
    • SDF status confirmed (Bahrain booking centre only)
    • Proper product selection / recommendation based on client s Risk Profile
    • Clear explanation of product features and risks
    • Transparency in explaining all charges and fees.
    • Confirmation that client has understood all relevant terms and conditions
  • Note deviations in transactions (including cases where client could not be contacted) and escalate to RM and Segment Line Manager.
  • Note deviations in transactions and escalate to RM and Segment Line Manager.
• Review Voice Recordings of WM / other Specific Transactions for Fraud Control and Quality / Compliance Check
  • Comply with prescribed scripts for all specified transactions
  • Review all elements of the conversation (as prescribed in the scripts), covering, amongst others :
    • Client identification
    • Regulatory requirements, viz., client need assessment, etc.
    • Account operating mandate
    • Client initiation of transaction, where advisory not permitted
    • Matching of products to client needs / profile / suitability
    • Description of product features / elements
    • Disclosure of risks
    • Disclosure of fees and charges
    • Acknowledgement by client of understanding product features, risks, etc.
    • Confirmation of transaction by client
    • Answers to questions asked by client
  • Check client transaction confirmation for all specified Transactions
• Ensure all deals are processed within the cut off time for the day
• Ensure data integrity on the soft copy log
• Ensure timely execution of deals.
• Maintenance of Register / Tracker & follow up with case status.
• Prepare monthly Dashboard for AME.
• Conduct monthly meetings with all country stake holders and minute the same
• Ensure all client complaints are recorded and routed through the correct channel
• Ensure all SLAs are intact and periodic reviews are conducted and minuted
• Continuous liaising with RM/ Unit Heads for error rectification.
• Taking necessary approvals from Business Heads as per the requirement.
• Recommend improvements in sales/suitability processes related to improve TATs; coordinate with deliverables with stakeholders towards End to End process management.
• Attending training sessions for new product launch for the understanding product key features and risks and liaising with product team for further clarification
• Training new joiners and frontline for submission of error free deals
• Support during audit by providing prompt response for any requested information
• Providing necessary information to Operation Risk department for any complaint raised by client or doubt/ query highlighted by OR team.

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 [Sales assurance unit] 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

• Frontline sales AME, Regional policy and process team, Operational Risk, GBS processing units, Legal & Compliance

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
quality checkcustomer relationsquality controlsalesmismanagementproduct launchoperational riskfraud controlnew product launchqualitydata integrityneeds assessmentcall monitoringregional policy