Client Care Executive, Personal Clients

3 weeks ago

Bengaluru, India Standard Chartered Full time

**Job***: Retail Banking

**Primary Location***: Asia-India-Bangalore

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 18/Aug/2023, 6:46:26 AM

**Unposting Date***: Ongoing

**The Role Responsibilities**

**Job Role**
- 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.
- Set targets, review results, deal with individual performance and manage delivery of KPIs.
- Ensure that team is not providing any incorrect information or mis-selling to customers.
- In charge of day to day management of team and accountable for their results.
- Manage, motivate and train team to ensure that performance is optimized.
- Identify pain areas. Process improvement to be initiated.
- Find solutions / ensure outcomes / result orientation.
- Regular review with the team on the performance.
- Monthly review and reporting on KRI / KPIs.
- Ensure that team meets required targets.
- Assist teams in improving Productivity.
- Assist in job performance evaluations.
- Identify and report training needs.
- Scheduling, if applicable.
- 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**
- 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.
- 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.
- 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 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.

**Key Stakeholders**
- Client experience team
- Any Graduate or under graduate with 2 years of sales experience.

**Role Specific Technical Competencies**
- Customer Service experience
- Communication
- Sales exposure

**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 your unique talents. And we can't wait to see the talents you can bring us.

Our purpose, to _drive commerce and prosperity through our unique diversity_, together with our brand promise, to be _here for good_ are achieved by how we each live our _valued behaviours_. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

- **Do the right thing** and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
-

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