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Exec, Client Care Ctr Service

5 months ago

bangalore, India Standard Chartered Bank Full time

Role Responsibilities

Strategy

Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business

Awareness and understanding of the client care centre inbound role and the impact ofeconomic and market environment in which the Group operates

Processes

Responsible for executing and supervising the Service Levels, identifying the business opportunities, challenges, constraints which needs to get highlighted and bring in controls. 

People & Talent

Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks. Employ, engage and retain high quality people, with succession planning for critical roles. Responsibility to review team structure/capacity plans. Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Risk Management

The ability to interpret the Call drivers, identify key issues based on this information and put in place appropriate controls and measures

Governance

Responsible for assessing the effectiveness and deliver effective governance, oversight,if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

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. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Our Ideal Candidate

Education: Graduate

Role Specific Technical Competencies

MS Office