Job Description

Job : Retail Banking
Primary Location : Asia-India-Chennai
Schedule : Full-time
Employee Status : Permanent
Posting Date : 03/Oct/2023, 12:55:09 AM
Unposting Date : Ongoing


The Role Responsibilities Job Role Embed customer centric behavior in all transactional and operational delivery processes to ensure we build and maintain a differentiated service model that is perceived as consistently superior to competition, therein contributing to maximizing the profitability and market share for the Bank

• Focus on Quality Assurance and improvement of processes within Client Care Centre.
• Work closely with the Training and Operations teams to achieve / improve business KPIs.
• Monitor calls to improve Quality of Interactions with Customer.
• Provide qualitative and specific feedback to drive performance.
• Identify gaps and initiate process improvements.
• Identify Need based training requirements.
• Focus on reduction of errors and share RCA basis the Escalations, Repeats and Complaints.
• Conduct / Attend Call Calibration sessions with QA, training and operations team.
• Ensure process adherence and audit preparedness.
• Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes.
• Conduct Mystery Calls to assess awareness and knowledge levels.
• Support Certification and incubation of new hires.
• Contribute significantly towards achievement of key service metrics - FCR / RTF / CSAT.
• Support Business objectives and priorities (Handle calls, conduct Escalation RCA).
• Contribute / Support Business Projects.
• Improvement in the performance / quality benchmarks and overall quality of service provided.

Key Responsibilities Summarise all responsibilities and accountabilities, explicitly stating if the role holder is an individual contributor or leads or supports others. Provide a breakdown by functional area if relevant. Use a RACI framework to clearly define the roles and responsibilities of the role holder (to avoid duplication with those of the People Leader or Direct Reports, clear accountabilities and decision rights, etc) For example, start every description with one of the following

• Responsible - what activities / tasks that the role holder will be working on
• Accountable - what decisions and ownerships of activities/tasks that the role holder has
• Consulted - what activities / tasks that the role holder is expected to provide input on
• Informed - what activities / tasks that the role holder is expected to be involved in or be across

The structure and subtitles are mandatory; however, it is possible to state, \xe2\x80\x9cNot applicable to the role\xe2\x80\x9d under each section, with the exclusion of the Regulatory and Business Conduct section. This is mandatory and shouldn\xe2\x80\x99t be deleted. People and Talent

• Lead through example and build the appropriate culture and values.
• Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure / capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the team to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Our Ideal Candidate

• Multi-skill preferred (Cards and Banking).
• Knowledge of India Inbound processes and CRU will be an added advantage.
• Contact Centre experience preferred.

Role Specific Technical Competencies

• MS Excel
• MS Word
• MS Power Point

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 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. Visit our careers website www.sc.com/careers