Job Summary

To handle customer queries via Voice/Chat/ email, while providing Top of the line customer experience with consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution, keeping focus on SCB Policies.

Key Responsibilities

Adhere to process to ensure best customer satisfaction survey ratings, net promoter score, or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service.
Ensure adherence to laid down processes, and facilitate first-time resolution.
Minimize rejections and customer complaints
Multi-skilled to handle both inbound and outbound calls (if applicable).
Customer Data Confidentiality to be strictly adhered to.
Ensure KPI's (Key Performance Indicator) & KRI's (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc. as define by the group) are achieved and work towards the improvement.
Initiate and strive towards achieving set targets and service standards Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable).
Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management
Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self-closure (if applicable).
Have high awareness levels on banking products and process , KYC and Anti-money laundering Policy.
Display exemplary conduct and live by the Group's 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.

Governance

Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct

Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group's financial information, identify key issues based on this information and put in place appropriate controls and measures
All responsibilities under the Risk Management Framework both execution and supervisory should be referenced, for example, Act as the [Process] risk control owner under the Group's Risk Management Framework (including relevant Operational Risk Framework ownership for [Liquidity] risk.
Display exemplary conduct and live by the Group's 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.

Skills And Experience

Customer Experience
Sales
People Leader experience handling large teams
Stakeholder Management Skills
Excellent Communication Skills
Critical Thinking

Qualifications

Graduate with Basic computer skills.
1-2 years of experience in CCC Operations / Service / Sales / CHAT/Email. (as per the job role).
Min 85% scores in Quality in last 6 months if applicant is from existing call taking experience within unit.
Should have thorough product / process knowledge.
Uncompromising approach to customer service and problem resolution.
Analytical and Interpersonal skills.
Strong communication skills including good grammar and articulation. Positive, polite, cheerful and courteous.
Enthusiastic, empathetic to customers.
Patient, Non-Confrontational, Resilient.
Ability to work under pressure and multitask.
Manage conflicts and solve problems.
Good listening skills.
Flexible to stretch and work across different calendar days and time zones in a week/month.
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.

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.

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