Specialist - Service Quality

2 months ago

chennai, India Standard Chartered Bank Full time

Role Responsibilities

Job Role

Embed customer centric behavior in all transactional and operational delivery processes to ensure we build and maintain a differentiated service model that is perceived as consistently superior to competition, therein contributing to maximizing the profitability and market share for the Bank.

Key Responsibilities

Focus on Quality Assurance and improvement of processes within Client Care Centre. Work closely with the Training and Operations teams to achieve / improve business KPIs. Monitor calls to improve Quality of Interactions with Customer. Provide qualitative and specific feedback to drive performance. Identify gaps and initiate process improvements. Identify Need based training requirements. Focus on reduction of errors and share RCA basis the Escalations, Repeats and Complaints. Conduct / Attend Call Calibration sessions with QA, training and operations team. Ensure process adherence and audit preparedness. Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes. Conduct Mystery Calls to assess awareness and knowledge levels. Support Certification and incubation of new hires. Contribute significantly towards achievement of key service metrics - FCR / RTF / CSAT. Support Business objectives and priorities (Handle calls, conduct Escalation RCA). Contribute / Support Business Projects. Improvement in the performance / quality benchmarks and overall quality of service provided.

Regulatory and 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 the team to achieve the outcomes set out in the Bank’s 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. Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Our Ideal Candidate

Banking, Cards and Assets skills preferred. Knowledge of INDIA Inbound processes will be an added advantage. Person applying should be flexible to stretch and work across different calendars of India.

Role Specific technical Competencies

MS Excel MS Word MS Power Point

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