Job Summary

Leverage data insights and Quality scorecards to drive client experience enhancements via client VOC and manage Quality Assurance across WRB India. Identify areas for improvement for customer service and complaints.
 

Key Responsibilities

• Strategy
• Manage Quality Assurance programs across multiple touchpoints with an objective to improve the overall client experience.
• Drive action plans originating from Quality audits/complaints/ Client VOC/ Survey Feedback
• Track and improve quality related KPI & Metrics across service channels
• Responsible for preparing presentations and reports on a monthly, quarterly and adhoc basis 
• Governance of key processes within Client Experience (CE)
• Recommend and work on process improvements by reviewing processes and analysing data across the bank
• Adherence to Bank’s internal policies and the Group Code of Conduct
• Automate manual processes within CE 
• Lead and ensure satisfactory outcomes in internal and external audits relating to service and client experience
• Identify trends, patterns and opportunities to support business objectives by analysing complex data setsLead initiatives to optimize and enhance client experience across multiple banking channels within Wealth and Retail Banking.
• Work closely with key stakeholders including global sales, product teams, technology, and operations to align client experience goals with business objectives.
• Design and implement process reengineering strategies to streamline customer-facing processes, ensuring efficiency, accuracy, and responsiveness.
• People & Talent

Skills and Experience

Excellent Communication skills (Written & Verbal) including good grammar and articulation
Ability to speak to the client and stakeholders whenever required
Advance Compute Skills and knowledge of Presentation
Good Knowledge of Products
Positive, Polite, cheerful and courteous.
Manage conflicts and solve problems 
Good drafting and presentation skills 
Regulatory & Business Conduct
 

Qualifications

Graduate/ Post Graduate from a Recognized Institution ( In Any Discipline)

Work Experience 6+ yrs

Competencies

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.