Job Description

Roles and Responsibility

• Service managers management
• RTF survey surveillance
• Complaint and escalation management
• CDD review management
• New Joiners coaching as per new CPBB essentials guide
• CIB and E- learning surveillance
• Ageing SR and follow up cases surveillance
• Email standardization

Quality Management:

• Skill up gradation of non-performing RMs as per set parameters.
• Driving & Monitoring the sales productivity of new joiners.
• Monitor call quality for script adherence and communication on product offering.
• Drive and improve call quality parameters.
• Ensure script adherence and control over defect % across vertical.
• Drive Channel efficiency and the right product mix for the channel through constant feedback, barge ins, mock calls, administering call calibration sheets and structured training programs. (refresher trainings and focused group trainings).
• Train, coach and motivate RM's,
• Internal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.
• Process adherence, documentation of same, review & audit documentation of defined & improved processes.
• Sample check / customer buzz to capture feedback from customers.
• Maintain consistency by sharing best practices across the teams within the location.
• Motivational activities on floor to keep the energy, excitement & engagement on the floor.

Key Stakeholders

• All Business units
• Sales
• Segments
• Products
• Compliance
• Marketing
• Digital Banking

Other Responsibilities

• Customers: Affluent /Mass Market, Emerging affluent and Affluent new to bank clientele and Key Corporates (if mandated)
• Business Targets: As mentioned in Job Objective

Our Ideal Candidate

• Graduate/ Post Graduate
• At least 2 -4 years experience in managing the dialer system is must along with exposure to general banking, retail operations and credit operations / deposit and lending products as applicable.
• Leadership skills, communication skills, relationship building skills, competitive awareness & benchmarking
• Languages spoken - English and at least one regional language - Tamil, Hindi, Malayalam, Telugu, Kannada
• Customer Orientation and Business Focus

Role Specific Technical Competencies

• Action Oriented
• Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm.Entry
• Collaborates
• Building partnerships and working collaboratively with others to meet shared objectives. Core
• Customer Focus
• Building strong customer relationships and delivering customer-centric solutions. Expert

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
• 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, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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