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. It's 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.
We're 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
Focus on Team Leader & Quality Assurance role and continuously work towards process improvement within Client Care Centre
Work closely with the Training, Continuous Improvement & Operations teams to achieve / improve business KPIs
Monitor calls to improve Quality of Interactions with Customer
Provide qualitative and specific feedback to drive performance
Identify gaps and initiate process improvements
Identify Need based training requirements
Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
Conduct / Attend Call Calibration sessions with QA, training and Client experience team.
Ensure process adherence and audit preparedness.
Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes.
Conduct Mystery Calls to assess awareness & knowledge levels
Support Certification and incubation of new hires
Contribute significantly towards achievement of key service metrics - FCR / RTF / CSAT as applicable
Support Business objectives & priorities (Handle calls, conduct Escalation RCA)
Contribute / Support Business Projects
Awareness and understanding of the Group’s business strategy and model appropriate to the role
Awareness and understanding of the client care centre inbound role and the impact of economic and market environment in which the Group operates
Responsible for executing and supervising the Service Levels, identifying the business opportunities, challenges, constraints which needs to get highlighted and bring in controls.
People and Talent
Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
Employ, engage and retain high quality people, with succession planning for critical roles. Responsibility to review team structure / capacity plans.
Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives
The ability to interpret the Call drivers, identify key issues based on this information and put in place appropriate controls and measures
Responsible for assessing the effectiveness and deliver effective governance, oversight, if necessary, oversee changes in these areas;
Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role
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 Client care Centre operations to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients;
The Right Environment.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
Basic computer skills
Minimum 1-5 years of experience in service / Sales / Collection (as per the job role)
Should have thorough product / process knowledge
Uncompromising approach to customer service and problem resolution
Leadership, Analytical and Interpersonal skills
Strong communication skills including good grammar and articulation
Positive, polite, cheerful and courteous
Enthusiastic, empathetic, yet firm when needed
Patient, Non-Confrontational, Resilient
Ability to work under pressure and multitask
Manage conflicts and solve problems
Good listening skills
Flexible to stretch and work across different calendar days and time zones in a week / month