Job Description

Role Responsibilities Managing the call center in ensuring efficient and consistent delivery of customer delight in handling all queries and other interactions with customers. Supervise the incoming call handling team to ensure consistent delivery of customer delight relating to queries or problem resolution. Handle customer complaints and queries when escalated. Monitor performance and service metrics against standards for the call centers and all support units and provide feedback to staff and customers Manage, motivate and train staff and team leaders to ensure performance is optimized. Train staff on service and products and changes in products, procedures and policies. Provides mentoring, leadership support to Managers and Client Care Executives Work with the unit manager to review staffing requirements to match the workflow requirements Maximize sales and referral generation through the call center where relevant, and liaison with all Value Centers and support units to improve on the same Ensure that the unit complies with risk and compliance procedures and processes Work with the Center Manager and Service Quality units to ensure delivery on all the above including on service goals / benchmarks. Strategy The incumbent is responsible in ensuring efficient and consistent delivery of customer delight in handling all queries and other interactions with customers aligned with overall CCC Strategy Business Enable and encourage continuous improvement initiatives for delivering superior client service and shareholder value Identify strategic opportunities for transformation of service standards where appropriate Support and lead change initiatives and provide feedback for change proposals Deliver sustainable cost saves and service levels on par with or superior to competition Processes Review operational process/operational flows to drive optimisation and automation, where possible People & Talent to lead and inspire the team to excellence through strong people management, fostering culture of customer centricity, accountability, ownership and staff engagement. Strong people skills Responsible for ensuring each client interaction is handled with care and diligently by the team within the defined SLA. To provide a supportive environment to shape the culture within the team that allows feedback and ideas from the team to be heard and actioned upon Enabling a conducive environment for people to speak-up about issues / challenges in line with Group Policy Ensuring right-skilling among team members and training /certification for specific roles Risk Management and Governance Provide effective oversight on operational risk and governance. Drive risk management initiatives across the unit resulting in minimal or zero breaches and blow-up. Ensuring adherence to all Group Policies and Procedures and adequate training to staff to ensure compliance always 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. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key stakeholders V&V Group CPBB stakeholders BRM Our Ideal Candidate Excel skills and intermediate PowerPoint skills 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 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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