Lead, Client Care Ctr Service

Job Summary - 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 - Handle escalation - Identify 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 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 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 Risk Management The ability to interpret the Call drivers identify key issues based on this information and put in place appropriate controls and measures Key Responsibilities Governance Responsible for assessing the effectiveness and deliver effective governance oversight if necessary oversee changes in these areas 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 Lead the country business unit function XXX 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 Insert local regulator e g PRA FCA prescribed responsibilities and Rationale for allocation Where relevant - Additionally for subsidiaries or relevant non -subsidiaries Serve as a Director of the Board of insert name of entities Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association or equivalent Other Responsibilities Embed Here for good and Group s brand and values in XXXX country business unit team Perform other responsibilities assigned under Group Country Business or Functional policies and procedures Multiple functions double hats List all responsibilities associated with the role Skills and Experience Uncompromising approach to customer service and problem resolution Leadership Analytical and Interpersonal skills Strong communication skills including good grammar and articulation Positive polite cheerful and courteous Enthusiastic empathetic yet firm when needed Patient Non-Confrontational Resilient Ability to work under pressure and multitask Qualifications Any Graduate with minimum 7 yrs plus experience in Customer service Good at Arabic Language About Standard Chartered We re an international bank nimble enough to act big enough for impact For more than 170 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 Never settle continuously striving to improve and innovate keeping things simple and learning from doing well and not so well Are better together we can be ourselves be inclusive see more good in others and work collectively to build for the long term What we offer In line with our Fair Pay Charter we offer a competitive salary and benefits to support your mental physical financial and social wellbeing Core bank funding for retirement savings medical and life insurance with flexible and voluntary benefits available in some locations Time-off including annual leave parental maternity 20 weeks sabbatical 12 months maximum and volunteering leave 3 days along with minimum global standards for annual and public holiday which is combined to 30 days minimum Flexible working options based around home and office locations with flexible working patterns Proactive wellbeing support through Unmind a market-leading digital wellbeing platform development courses for resilience and other human skills global Employee Assistance Programme sick leave mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth with opportunities to reskill and upskill and access to physical virtual and digital learning Being part of an inclusive and values driven organisation one that embraces and celebrates our unique diversity across our teams business functions and geographies - everyone feels respected and can realise their full potential 31678