Job Description

Role Responsibilities

Service Quality

\xc2\xb7 Lead and manage call monitoring completion within the monthly deadline for all Units, including Inbound, MRU, CCRU, CRT, E-Channel & Live Banking.

\xc2\xb7 Lead to achieve the average Call Quality score for each segment.

\xc2\xb7 Ensure coaching quality, consistency and accuracy of information and service & results improves on monthly basis

\xc2\xb7 Regular feedback to be given to each Team Leaders on the observations and improvement needed. Feedback to be shared weekly / monthly.

\xc2\xb7 Training gaps to the highlighted to Training Team to ensure constant improvement to achieve Excellent Customer Experience.

\xc2\xb7 Action Plans to be initiated and implemented based on results.

\xc2\xb7 All results to be tracked daily and findings to be cascaded to Regional Head, Country Head and Operation Managers.

\xc2\xb7 Based on the feedback from Call Scoring, improvements should be driven in terms of client experience and service quality.

Complaints Management

\xc2\xb7 Lead and manage RCA team to reduce complaint numbers

\xc2\xb7 Meet attribution TAT and work closely with the process, inbound & training to educate frontline with case studies

\xc2\xb7 Provide complaint MI on daily , weekly and monthly basis to TL,OM and Head of Inbound for action

\xc2\xb7 Track action plan progress and provide weekly update on the performance

\xc2\xb7 Build strong rapport with the business partner in negotiating complaint attribution against contact centre

\xc2\xb7 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

\xc2\xb7 Proficient level of Written and Verbal communication skills

\xc2\xb7 Strong communication and good command of english

2 Comprehension

\xc2\xb7 Ability to understand and identify appropriate solutions

3. Problem solving skill

\xc2\xb7 Analytical and display initiatives to resolve root causes

4. Customer Focus

\xc2\xb7 Driving proactive approve in displaying RATER Principle- Reliable, Assurance, Tangible, Empathy, Responsive

5. Quality Standards

\xc2\xb7 Highly motivated, show evidence of good quality work and performance

\xc2\xb7 Ability to work in a fast pace and stressful environment

6. Team Relationship

\xc2\xb7 Display of Brand values

\xc2\xb7 Ability to participate competitively in team activities

\xc2\xb7 Receptive to coaching, suggestion and exhibits teamwork

7. Desirable Skills

\xc2\xb7 Pleasant, self motivated and have self discipline

\xc2\xb7 Willingness to learn and accept feedback and be able to handle objections

\xc2\xb7 Able to apply and enforce coaching skills and techniques in all calibrations.

Process Specific Knowledge

1. Knowledgeable in the processes outlined for

\xc2\xb7 Service Recovery Handling

\xc2\xb7 Collating data and support reporting

\xc2\xb7 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.

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Standard Chartered