Contact Centre Manager

4 weeks ago

bangalore, India Standard Chartered Bank Full time

RESPONSIBILITIES

Responsible for providing timely reports and presentations to the top management. Assessed Business requirements, prepare business cases and review. Work closely with vendor to enhance SA X-sell and portfolio ownership of personal performance, improvement and development plan, ensuring regular reviews with manager are carried out.

Strategy

Publish Daily, weekly, fortnightly and Monthly MIS to Management team and Business. Prepare the Day on Day calling trend report and publish the same to Management. Prepare the product wise performance sheet and growth% , which contains MoM SA leads generated,MoM SA portfolio services analysis. Highlight the Gap between Budget Vs Actual and Last Month Vs Current Month. Indicate the efficiency between campaigns. MTD / YTD performance MI on SA lead generation and SA portfolio services (Welcome calling/Bill Pay/TD etc). Vendor Management Campaigns and offers SA account and portfolio activation rate Identify potential disputes / escalation / specific trends/ process gaps noticed while handling of cases and highlight to the management

Business

To ensure timely MIS with accuracy of data form the agency. Implement efficient calling by optimising calling/base strategy  Identify the channel wise (through which leads are generated) Productivity.  Publish the channel wise (through which leads are generated) Performance report. MTD/YTD growth  Customer (number of customers) across each balance band – overall at a branch level as well as Priority and Premium movements. Manage and monitor caller performance Engagement with vendors to drive revenue lines Cost optimisation

Processes

Develop and maintain reporting and analysis on SA lead generation and Portfolio Publish consolidated MI for Management team Publish key MI across each process with granular information on key program areas. To track the outcome of such discussions to completion  Analyse Trends and opportunity on the data shared Ensure adequate dialler login time in the agency sales team Complete vendor management Group projects 

Risk Management

Own and Mitigate Risk management elements of all associated business and processes Ensure proactive risk analysis and management

Governance 

Manage all regulatory reportings pertaining to third party. Represent Product team inall Audit related issues on charges Manage all regulatory submissions related to third party management

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 to achieve the outcomes set out in the Bank’s Conduct Principles Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

Products & Segments Branches Digital Banking Finance SBIM Marketing Acquisition channels Contact centre CEPG

Other Responsibilities

Embed Here for good and Group’s brand and values; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

Must be a graduate At least 5-7 years of work experience with experience in Retail Banking Demonstrated ability to think strategically to identify risk and mitigate Positive attitude with the capability to work under pressure and deliver on multiple deadline Ability to influence, negotiate and constructively challenge to achieve productive solutions  Ability to respond effectively to change, managing work in a fast paced matrix environment including across multiple geographies and functions Excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations  Excellent analytical and logical skills Excellent oral, written and presentation skills

Role Specific Technical Competencies

MS Office Vendor Management Virtual Business Management

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