Job Summary

• Achieve satisfactory audit rating
• Ensuring the smooth management of the Contact Center and becoming a liason point with Business partners.
• Ensure local procedures and controls are in compliance with changes in Group policies and local laws/regulations.
• Maintain robust risk management within team to mitigate legal, regulatory and operational risk. 
• Possess overall accountability on performance of Service Managers and related Inbound Teams.
• Regular briefing and coaching of Service Bankers/Service Managers to ensure unit objectives are met.
• Involve in high level discussions, strategic planning and also objective setting for Service Managers and Service Bankers.
• Overall Team Leave planning and capacity management
• Help to ensure the system requirement/ enhancement are constantly reviewed and improved for the SB to do their daily duties.
• Create and maintain staff awareness of operational risk management through training / accreditation.

Key Responsibilities

People

• Manage Team Leaders to achieve better productivity and customer satisfaction
• Drive and provide management directions for team members to achieve the common objective
• Employ real time management of staff contributions on a daily basis 
• Ensure respective Inbound Teams meets and achieve agreed setup unit targets.

Customer Experience:

• Ensure that the respective Inbound Teams being managed achieves agreed Customer Satisfaction scores and also NPS
• Handle and manage difficult customers. Act as next level of escalation for complaints and feedbacks.
• Manage customer’s experience and expectation on the services provided by the organization.
• Ensure that the team achieves prescribed quality levels and to provide right information to the customers 
• Building positive rapport with different types of customers over the phone
• Take appropriate actions and provide constructive inputs to improve customer experience

Frontline Experience:

• To assist in prescribing training sessions to improve the product knowledge and phone skills of agents consistently
• Involve in coming up with the  overall Inbound strategy planning process
• Roll out key initiatives to enhance the ability of the Frontliners to better service our customers effectively.
• Arrange for dispatch of products, information packages, brochures et al to clients

Revenue & Productivity:

• Educating agents on procedures of conducting sales referral and improving productivity
• Set and drive Inbound Sales Target
• Ensure continuous improvement of team members in Productivity 
• Study provided list to draw up cross sell opportunities

Service Quality 

• To ensure team achieves set targets in terms of service standards and customer satisfaction scores for customer inbound calls received
• To ensure and equip respective team members to provide professional solutions to customers’ queries using knowledge of bank’s products & services 
• To drive team members to deliver world class phone-based quality service to customers across segments & markets on dedicated 24/7 hotlines 
• To adhere to the mandatory compliance check on all inbound calls received & call-backs by team members
• To be responsible for all team members in achieving 100% of the follow up activities arising from customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc customer survey, if any

Compliance Risk And Money Laundering Prevention Requirements 

• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control 
• Ensure  fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times 
• Ensure compliance with all applicable rules / regulations and company group policies
• Maintain robust risk management and tracking within team to mitigate legal, regulatory and operational risk

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.] 

Key stakeholders

Internal: 

• Customer Care Associates
• Team Lead/Manager

External: 

• Business Partners
• Customers
• Local Authorities ( If necessary)

Skills and Experience

• Market Knowledge: – Awareness and understanding of the wider business, economic and market environment in which Standard Chartered Bank operates.
• Business Strategy and Model: – Awareness and understanding of Standard Chartered CPBB Clients business and that of peers in the industry
• Risk Management and Control: – The ability to identify, assess, monitor, control and mitigate risks to Standard Chartered Bank
• Governance, Oversight and Controls: – Strong leadership capabilities and management skills, with the ability to deliver effective controls within Fraud Risk Operations through both directly-managed and virtual team
• Non-technical skills: - Strong written / oral communication and influencing skills.  Ability to create effective work relationships within and across functions & borders

Qualifications

• Diploma / Degree essential with minimum 8 - 10 years of relevant experience
• Attention to detail; ability to comprehend, capture as well as interpret basic computer information 
• Outstanding customer service skills; Highly customer focussed, as demanded in a service industry
• Excellent verbal and written communication skills
• Familiarity of CRM solutions 
• Exceptional time management skills
• Proficient in basic MS Office applications
• Knowledge of banking business/financial services in Country
• Strong interpersonal skills and influencing skills
• Ability to manage difficult customer situations
• High analytical skills; Good problem solving and quick decision making skills 
• Pleasant personality and positive working attitude 
• Ability to meet tight deadlines 
• Possess ability to manage a team of Inbound Team Leaders in achieving common objectives and set out targets.

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.