Job Summary

• The role is responsible for providing strategic direction, guidance and leadership to the formulation and performance of unit that is aligned to the overall global WRB and contact center strategy and deliverables. This encompasses inbound tele-service, tele-sales and governance, synchronized across products and segments.

Key Responsibilities

Manage teams/COE to deliver on key performance matrix. Encourage, Empower and guide  team leads for achieving the business goals in Affluent , Sales and Retention Units. 

Key Responsibilities – Operations 

• Supervise the team to ensure consistent delivery of customer delight relating to queries or problem resolution
• Focus to meet the KPI target
• Maintain the cost of the unit within acceptable limits 
• Handling escalation   
• Tracking the accuracy and timely MI
• Cost and resource tracking and allocation
• Draw up initiatives and system changes that can bring about change in customer usage and behavior patterns thereby increase service / revenue
• Draw up action plans and champion Business initiatives that impacts service, sales and cost.
• Assist other units and businesses in projects and strategic initiatives that impact the unit and help in seamless delivery of KPI
• Ensuring SLA’s are met for all service delivery aspects
• Ensuring high engagement levels in the team.
• Monitor performance  against standards and provide feedback to staff and customers
• Manage, motivate and train staff and team leaders to ensure performance is optimized. Train staff on service and products and changes in products, procedures and policies.
• Work with the unit manager to review staffing requirements to match the workflow requirements
• Identifies opportunities for improvement and makes constructive suggestions for change.
• Inspires coworkers to attain goals and pursue excellence.
• To reduce the attrition rates and maintain it within the limits prescribed by the organization
   

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• 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.] * 
• 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) 

Key stakeholders

• Country Teams , Segment Teams and Operations Unit Teams 

Skills and Experience

• Customer Experience 
• Sales 
• People Leader – experience handling large teams 
• Stakeholder Management Skills 
• Excellent Communication Skills 
• Critical Thinking

Qualifications

• Graduate / Post-graduate degree in business management
• Minimum 4-8 years of banking experience with a majority of that time in Sales & Marketing / Operations / Collection (as applicable)
• Extensive knowledge of banking operations & process management
• Excellent analytical skills to analyse data points
• Strong “people management skills"
• High on influencing and negotiation
• Strong analytical and communication skills
• Excellent verbal and written communication skills
• Exceptional time management skills
• Excellent Stakeholder management
• Proficient in basic MS Office applications especially MS excel, MS PowerPoint & MS Word
• Knowledge of banking business/financial services
• Strong interpersonal skills, influencing and coaching skills
• Good problem solving and quick decision making skills
• Ability to meet and delivered within tight deadlines

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers