Exec, Client Care Ctr Service

**Job Summary**
- Reporting to Team Leader Inbound Phone banking WA, To handle customer calls / issues while providing consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies. the position is responsible for giving service to the clients in line with process and policies of the Bank.

**Key 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 of economic and market environment in which the Group operates

**Processes**
- Handle customer calls/ issues quickly and effectively and provide end to end resolution (if applicable)
- Have high awareness levels on KYC and Anti-money laundering Policy.
- Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management.
- Multi-skilled to handle both inbound and outbound calls (if applicable)
- Initiate and strive towards achieving set targets and service standards
- Provide professional customer service to achieve a high quality of customer satisfaction.
- Customer Data Confidentiality to be strictly adhered to.
- Accurate communication of features and benefits across a range of banking products as applicable
- Achieve the budgeted cross sell targets.
- Adherence to compliance with all applicable rules / regulations and group policies
- Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg - proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement
- Read, understand and comply with all provisions of the Group Code of Conduct.

**Risk Management**
- Adherence to compliance with all applicable rules / regulations and group policies
- Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg - proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement
- Read, understand and comply with all provisions of the Group Code of Conduct.

**Key stakeholders**
- Ghana and Nigeria Client experience Head, GBS Country Head, Unit Head

**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 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.
- Serve as a Director of the Board
- 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 team
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
- Multiple functions (double hats)

**Skills and Experience**
- Basic Excel, Microsoft office

**Qualifications**
- **EDUCATION** Graduate
- **TRAINING** Fresher or with 1-2 years of experience in service /Sales/Collection (as per the job role)
- **LANGUAGES** ENGLISH

**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 P