Senior Manager

3 weeks ago

Bengaluru, India Standard Chartered Bank Full time
Role Responsibilities

The role of Senior Manager – Client Care Centre is responsile to develop and lead a team at various levels, setting a culture and environment to achieve maximum operational effectiveness through the delivery of production, revenue, and quality KPI’s. Accountable for the day-to-day performance of the team to deliver a best-in-class service, meeting or exceeding all KPIs and within budget. Challenge the current operating model to improve the client experience whilst delivering an efficient service. Operate as part of the leadership team to promote collaboration of all teams within Contact Centre operations.ResponsibilitiesLead a team of professionals engaged in resolving client queries over inbound calls.Manage a team of around 50+ people spread across geographies working across time-zones.Partner with multiple internal and external stakeholders to ensure optimal business outcomes.Assist in identifying and developing process enhancements to maximize efficiency of business operations.Identify risks within the business function and follow firm guidelines to adequately report, contain, resolve, and manage the risk in a procedural manner keeping relevant stakeholders engaged.Help in build-out of strong people practices and talent management programs.Enable necessary business assurance functions including strong management routines and operational disciplines related to SLA's, productivity, volume management, handling of escalations and similar operational priorities.Partner with second- & third-line groups in management of business risk.Work with internal stakeholders to document / enrich business procedures that can be used by Agents.Lead by example and help foster the culture of teamwork & collaboration as well as operate in a manner aligned to key values of the firm.StrategyConceptual Thinking: Ability to identify patterns or links between seemingly unrelated issues.Creativity: Creating new & imaginative ideas to be applied as solutions.Work collaboratively to achieve the common goals.BusinessResearch to understand data points required to produce a certain result or data analysis.Requirement gathering to produce structured, functional specifications.Strong stakeholder management.Excellent communication skills.

ProcessesProven experience in handling client escalations.Excellent communication and interpersonal skills, with the ability to effectively communicate complex information to diverse stakeholders.Knowledge of regulatory requirements and best practices related to complaints management.Ablity to create dashboards & reports for senior stakeholders.Risk ManagementKnowledge of regulatory requirements and best practices related to complaints management.GovernanceAblity to create dashboards & reports for senior stakeholders.Regulatory & Business ConductDisplay 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 Complaint Resolution Unit 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.Key stakeholdersHead of Client Experience (Multiple Markets) & their teamHead of Complaints Management – CPBB & their teamSupport Functions – India HubCountry Head Voice & Virtual - AMEOther ResponsibilitiesQualificationsTraining, licenses, memberships and certificationsGraduate.Experience in managing large teams & complex functions.Excellent communication and interpersonal skills, with the ability to effectively communicate complex information to diverse stakeholders.Strong understanding of the customer service experience and a desire to improve the experience.Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast - paced environment.Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook).Strong analytical and problem-solving abilities, with a focus on identifying root causes and implementing effective solutions.Our Ideal CandidateMS ExcelMS PowerPointAnalytical SkillsChange ManagementStakeholder ManagementWritten Communication SkillsConflict management

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