Job Description

Role Responsibilities Service Quality . Lead and manage call monitoring completion within the monthly deadline for all Units, including Inbound, MRU, CCRU, CRT, E-Channel & Live Banking. . Lead to achieve the average Call Quality score for each segment. . Ensure coaching quality, consistency and accuracy of information and service & results improves on monthly basis . Regular feedback to be given to each Team Leaders on the observations and improvement needed. Feedback to be shared weekly / monthly. . Training gaps to the highlighted to Training Team to ensure constant improvement to achieve Excellent Customer Experience. . Action Plans to be initiated and implemented based on results. . All results to be tracked daily and findings to be cascaded to Regional Head, Country Head and Operation Managers. . Based on the feedback from Call Scoring, improvements should be driven in terms of client experience and service quality. Complaints Management . Lead and manage RCA team to reduce complaint numbers . Meet attribution TAT and work closely with the process, inbound & training to educate frontline with case studies . Provide complaint MI on daily , weekly and monthly basis to TL,OM and Head of Inbound for action . Track action plan progress and provide weekly update on the performance . Build strong rapport with the business partner in negotiating complaint attribution against contact centre . Provide findings/ analysis to Contact Centre Operational Risk team on monthly basis Strategy . Management Business . Management 1. Increase cost efficiency by incorporating cost effectiveness ideas and implementations. 2. Contribute through recommendations and advices in the form of written reports and verbal discussion with Inbound Head and Customer Care Managers. 3. Assist in rounds, clinics, process enhancements and scripting. Technical skills: 1. Familiarity of operating systems 2. Proficient in the use of Outlook 3. Proficient in Microsoft Office 4. Knowledge of browsers/ Internet Banking Soft skills: 1. Required Skills . Proficient level of Written and Verbal communication skills . Strongcommunication and good command of english 2 Comprehension . Ability to understand and identify appropriate solutions 3. Problem solving skill . Analytical and display initiatives to resolve root causes 4. Customer Focus . Driving proactive approve in displaying RATER Principle- Reliable, Assurance, Tangible, Empathy, Responsive 5. Quality Standards . Highly motivated, show evidence of good quality work and performance . Ability to work in a fast pace and stressful environment 6. Team Relationship . Display of Brand values . Ability to participate competitively in team activities . Receptive to coaching, suggestionand exhibits teamwork 7. Desirable Skills . Pleasant, self motivated and have self discipline . Willingness to learn and accept feedback and be able to handle objections . Able to apply and enforce coaching skills and techniques in all calibrations. Process Specific Knowledge 1. Knowledgeable in the processes outlined for . Service Recovery Handling . Collating data and support reporting . Operation specific process Key stakeholders . Country Head, Client Contact Centre Operation Managers Team Leaders Country Product Managers About Standard Chartered We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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 Be 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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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. Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process. Visit our careers website

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