Title: Client Centre Executive - Retention

31290

Colombo, LK

Retail Banking

Fixed Term Worker

Office - Full Time

12 Jun 2025

Job Summary

Client retention to be performed reactively by acting on the closure requests received to the bank. Reactive retention through by contacting spends inactive and never used never paid clients. Welcome newly onboarded customer (CASA and Cards). Perform assurance check by calling newly onboarded CCPL customers to ensure no miss selling by front line. Handle social care and respond to customer queries.

Strategy

To ensure the retention team provides quality service to customers, cross sell Retail Banking products and support Retail Banking business.

Business

Perform activation calls to Never Used and Never Paid with credit card clients and achieve the expected activation rate.
To perform KRI calls according to the given guidelines and share feedback with requested parties.
Provide statistical data and market feedback to management/Product Development Teams.
Perform welcome calls to listed clients and share feedback.
Perform credit card retention calls and achieve the requested ratio.
Ensure data and report submissions are done within the deadlines.
Data base management for Welcome calls, Credit card retention calls, spends inactive calls and NUNP leads.

Support any other retention / service-related activities for WRB.
Handle operator calls within the agreed TAT.
Handle social care and respond to customer queries within the agreed TAT.
Maintain a high level of professionalism which projects the banks image as the provider of the best financial services.
Support new product launches/campaigns and promoting of lead generations to Wealth & Retail Banking.
Ensure all sales, service & NPS pitches are made as per the given guidelines.
Be creative and have exposure to product development and operational systems.
Ensure operational processes are documented and implemented to minimize risk and loss.
Ensure complete accuracy in retention functions and customer complaints are handled efficiently and thoroughly and logged on LMS.
Report any breaches or suspicious person/relationship to the responsible parties.

Processes

Making sure the processes as per the group guidelines are adhered.

People & Talent

Good awareness of bank IT systems, limits of delivery systems and operations.
A knowledge and understanding of Retail Banking products, procedures, and credit policies.
Training methodology, practice, and good interpersonal skills.
Drive the Bank to achieve a higher level of service consciousness and ultimate excellence

Risk Management

To comply with all relevant policies and procedures covering regulatory, local and group requirements.
To comply with the bank’s compliance policies and internal/external regulatory requirements.
Ensure all marketing initiatives and incentive campaigns are clearly advised to the customers.
Ensure all AML/KYC/CDD policies & procedures per group and the local regulator are adhered to as per sales procedures.
Ensure zero tolerance method for this aspect, within the Team/Unit. Report any breaches or suspicious persons/relationships to the Local L&C.

Governance

Ensure strict compliance with all internal guidelines issued at both group and country level pertaining to HR, L7C, Finance, Credit and Operational Risk, SQ, Training and certification.

Key stakeholders

Retail management team and branch management.

Our Ideal Candidate

Completion of Advanced Level examination.
Good communication skills.
Willing to work as a team.
Good convincing skills and self-motivated individuals.
Experience in the relevant field will be an added advantage.

Role Specific Technical Competencies

Addressing Customer Needs
Customer Interaction
Telesales
Cross-Selling
Effective Communications

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.