Job Description

Roles and Responsibility
Team Management

• In charge of day to day management of customer care team and accountable for their results
• Supervise the incoming call handling team to ensure consistent delivery of customer delight relating to queries or problem resolution
• Identify training needs & bridge the gap
• Assist in job performance evaluations
• Manage, motivate and train Officers to ensure that performance is optimized
• Ensure KPI\xe2\x80\x99s (Key Performance Indicator) & KRI\xe2\x80\x99s (Key Risk Indicator, eg \xe2\x80\x93 proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved
• Ensure that team meets required Service and Sales (If applicable) Targets
• Ensure all sales pitches are made without mis-selling (If applicable)

Service

• Take customer calls, which the Officer is not able to handle
• Increased customer satisfaction through timely customer complaint redressal
• Should be able to identify potential disputes / escalation / specific trends/ process gaps noticed while handling of cases and highlight to the management

Operations and Compliance

• Accurately following laid down KYC protocol
• Trigger any specific trends noticed while handling of cases Or Process Gaps
• Scheduling breaks & Weekly Offs
• Adherence to Information Security norms & quality process norms by the team & self.

Regulatory & 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Our Ideal Candidate

• Graduate

Role Specific Technical Competencies

• Computer Skills
• Communication Skills

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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