Job Description

Role Responsibilities

• Manage end to end training programmes, QA, and support function

Responsibilities

Manage end to end training programmes, refresher and development training for the Collection team.

• To ensure quality assurance within Credit via monthly call monitoring of calling staff
• To assist in calling staffs development through best practice sharing
• To assist in complaint management and administration functions

Strategy

• Conduct New Hirers Training (Product, Communication, Systems, Job Knowledge, Compliance etc)

Ensure new staff attend the mandatory courses within first 3 months of joining the bank
Maintain, develop and update the Collections Training material / Portal
Update and manage collections training calendar
Maintain training records of staff
To conduct adhoc in-house / refresher training courses for the Collection UnitContinuously update the team on Breaches, complaints, process improvement
Conduct call monitoring for agents on weekly basis for both Inbound & Outbound SG teams (Number of calls to be evaluated per agent will be based on latest policy].
To ensure quality of calls based on consistency and accuracy of information and service & results will be tracked via template upon completion of each call monitoring by month end.
Regular feedback to be given to each staff on the observations and improvement needed. Feedback to be indicated on the call monitoring forms.

Business

• Conduct Call Clinics for calling teams on monthly basis.
• Manage call calibration sessions on timely manner to ensure the right approach is taken to evaluate staff calls
• All justified complaint calls to be part of Call Clinic for training/ improvement purposes.
• All results to be tracked daily and findings to be cascaded to Line Managers as and when required for calibration purposes.
• Provide final score for Call Monitoring by month-end and staff to acknowledge and signed before final submission to Line Manager to be included in the scorecard.
• Review & investigate all complaint cases received from various channels, provide findings and recommendation to relevant parties involved

Processes

• Ensure that all training /QA MIS are prepared / compiled & submitted in compliance with Collections guidelines on format, data definition & timelines
• Monitoring and evaluating the day-to-day performance of staff and take necessary actions via training / call clinics

People & Talent

• Complete e-learning in timely manner
• Complete training modules on Discover

Governance

Regulatory & Business Conduct

• Display exemplary conduct and live by the

. * 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 [country / business unit / function/[team] to achieve the outcomes set out in the Bank\xe2\x80\x99s 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.

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:

\xc2\xb7 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

\xc2\xb7 Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

\xc2\xb7 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.

\xc2\xb7 Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations

\xc2\xb7 Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum

\xc2\xb7 Flexible working options based around home and office locations, with flexible working patterns

\xc2\xb7 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

\xc2\xb7 A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning

\xc2\xb7 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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