Exec, Client Care Ctr Service

1 month ago

Bengaluru, India Standard Chartered Bank Full time

Role Responsibilities

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

Responsibilities

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. 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. Responsibility to review team structure/capacity plans. 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

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 & 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.

Key stakeholders

Client Experience teams 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);

Our Ideal Candidate

Any Graduate or under graduate with 2 yrs of sales experience

Role Specific Competencies

Customer Service Experience Communication Sales Exposure 

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