Service Culture Champion

2 weeks ago

Chennai, India Standard Chartered Full time

**Job***: Retail Banking

**Primary Location***: Asia-India-Chennai

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 10/Mar/2023, 2:36:31 AM

**Unposting Date***: Ongoing

**The Role Responsibilities**
- In charge of day to day management of team and accountable for their results
- Set targets, review results, deal with individual performance and manage delivery of KPIs
- Ensure that team meets required Targets
- Manage, motivate and train team to ensure that performance is optimized
- Ensure that team is not providing any incorrect information or mis-selling to customers
- Regular review with the team on the performance
- Assist in job performance evaluations
- Assist teams in improving Productivity
- Identify and report training needs
- Scheduling, if applicable
- Identify pain areas. Process improvement to be initiated
- Find solutions / ensure outcomes / result orientation
- Monthly review and reporting on KRI / KPIs
- To reduce the attrition rates and maintain it within the limits prescribed by the organization
- Ensure self and team compliance with all applicable rules / regulations and group policies
- Handle escalation

**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 of economic 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 and Talent**
- 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.
- 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.
- Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
- Employ, engage and retain high quality people, with succession planning for critical roles.
- Lead through example and build the appropriate culture and values.
- Responsibility to review team structure / capacity plans.

**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 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 Client care Centre operations to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; 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.

**Key Stakeholders**
- Client Experience teams
- Graduate
- 1 - 5 years of experience in service / Sales / Collection (as per the job role)
- Should have thorough product / process knowledge
- Basic computer skills

**Role Specific Technical Competencies**
- Flexible to stretch and work across different calendar days and time zones in a week / month
- Uncompromising approach to customer service and problem resolution
- Strong communication skills including good grammar and articulation
- Enthusiastic, empathetic, yet firm when needed
- Leadership, Analytical and Interpersonal skills
- Ability to work under pressure and multitask
- Positive, polite, cheerful and courteous
- Patient, Non-Confrontational, Resilient
- Manage conflicts and solve problems
- Good listening 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

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