Job Summary
This role will be responsible for generating and reporting reports as per Business, Group, and Regulator requirements, providing a bird's eye view to Client Centre management on KPI progress, and ensuring frontline capacity planning, target setting, and administration through proper workforce scheduling. Additionally, the role involves arranging and conducting meetings to improve departmental performance, preparing for monthly and annual performance reviews to establish goals and development plans, and ensuring Call Center KPIs are met within targets, reporting any breaches to management.
Key Responsibilities
- Responsible for generating reports as per business requirements.
- Coordinate with relevant stakeholders on day-to-day activities.
- Provide a bird's eye view to Client Centre management on KPI progress.
- Ensure high self-knowledge on all products and processes, keeping oneself updated.
- Responsible for frontline capacity planning, target setting, and administration through proper workforce scheduling.
- Ensure proper load allocation in terms of productivity and execution of client engagement/portfolio management model.
- Adhere to all policies, guidelines, procedures, and local regulatory requirements, reflecting best practices and Group directions.
- Maintain proper hygiene and ensure the clean desk policy is followed.
Skills and Experience
- Data Gathering and Reporting
- Budget Management
- Sales Proposals and Presentations
- Sales Forecasting
- Stakeholder Management
- Effective Communications
- Call Center Management
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.
