Executive Voice and Virtual - Email channel (UAE national)

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Requisition Number: 52226

Job Location: Dubai, ARE

Global Grade: Band 8

Work Type: Office Working

Employment Type: Permanent

Posting Start Date: 13/07/2026

Posting End Date: 13/07/2026

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Job Summary

Job Purpose

  • Customer Query Resolution: Responding to customer queries and complaints received via email, aiming for first-contact resolution (FCR).
  • SLA Management: Ensuring all assigned emails are answered within the bank's agreed turnaround time (TAT).
  • Process Compliance & Risk Management: Adhering to internal policies, quality norms, and regulatory guidelines (e.g., GDPR, data protection).
  • Handling Sensitive Data: Identifying non-financial transaction (NFTR) cases, such as card blocking, statement requests, or address updates, and escalating complex issues to appropriate departments.
  • Documentation & Accuracy: Maintaining 100% accuracy in data entry and capturing all customer interactions in the Customer Relationship Management (CRM) system for future reference.
Key Responsibilities
  • They will be responsible for ensuring that they respond to the client queries /complaints and service request via the Bank registered email Channel. This will include client interaction via telephone as well to ensure accurate information is received from the client for executing the client request.
  • They will also be responsible for ensuring that back -end check is completed on service request to ensure we have no referrals on the same. The quality check on service request is in addition to handling client emails.
People
  • Identify at least 1 successor for all critical roles that one handles and all reports/MIS that one sends
  • Work jointly with team and all Units towards achievement of Organizational Objectives
  • Unplanned offs< 3 in the year
  • Complete assigned service requests within TAT
  • Strong knowledge of bank 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 processes and always ensure strict compliance.
  • Adhere to TAT for closure & Reversals.
  • Controls and checks to be always followed.
Customer Experience& Productivity:
  • Ensure the Client/Stake holder mails are reverted within target turnaround time
  • Ensure TAT is adhered as per pre-agreed SLA on Service Requests/Complaints/TL Calls/Static data
  • High on influencing and negotiation
  • Strong analytical and communication skills
  • Calls/Emails handling/CEMS and Non CEMS activities/ VOC, any adhoc requirement.
  • Minimum productivity of 90% to be achieved
  • Process Improvements & RCA
  • Flexibility
Audit Controls and Costs – Weightage 5%
  • Ensure adherence to all Group policies & Procedures.
  • Ensure timely completion of all Mandatory E-Learning modules and LINQ CIBs are acknowledged.
  • Ensure correct & timely updating of leave on the PeopleSoft portal.
  • No password sharing.
  • Adherence to Email policy.
  • Awareness of and adherence to compliance/money laundering guidelines.
  • No adverse rating in audits.
  • Ensure complete client data confidentiality.
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 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.
Key stakeholders
  • UAE banking clients, Wealth & Retail Banking teams
Qualifications
  • Education: A bachelor's degree is preferred.
  • Experience: Previous experience in customer service, conflict resolution, or a related field is valuable. Experience in handling complaints and resolving issues is a plus.
  • Communication Skills: Strong verbal and written communication skills are essential for eff
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