Job Summary

The Associate Manager / Team Leader will work closely with the team, motivating and coaching the agents to ensure optimal performance. This role involves managing day-to-day activities within the call centre to ensure efficient and consistent delivery. The Team Leader will support the team in resolving queries, handling escalated customer complaints, and ensuring staff are well-trained and meeting attendance and retention targets. 

Key Responsibilities

• Oversee day-to-day activities in the call centre to ensure efficient and consistent customer service delivery.
• Provide support for team queries and problem resolution, handling escalated customer complaints and queries.
• Ensure staff are well-trained on services, products, and any changes in procedures and policies.
• Achieve attendance and staff retention targets, fostering a positive work environment.
• Support and coach Client Care Associates to maximize sales and referral generation.
• Assist the Vice President and/or Head of Department in identifying operational risks and areas for improvement, escalating issues when necessary.

Skills and Experience

• Bachelor's Degree or Diploma graduate with proven experience in a call centre environment, preferably in a leadership role.
• Strong leadership and motivational skills, with the ability to coach and develop team members.
• Excellent communication and interpersonal skills.
• Ability to handle escalated customer complaints and queries effectively.
• A team player, strong organizational and multitasking abilities.
• Knowledge of call centre operations, procedures, and performance metrics.
• Ability to identify operational risks and areas for improvement.
• Possess COPC 6.0 and above OR other relevant leadership certificates.

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.