Role Responsibilities

Job Role

To manage a team of Front line officers in Teleservices Unit, drive them on Key performance metrics and consistently meet the Service Level and S2S targets.

Key Responsibilities
• Responsible for ensuring every Officer in the team is put through a comprehensive training curriculum from induction, Day 1 Readiness and refresher programs and additional development programs to optimize their customer handling techniques using available tools and maximize productivity.
• Daily team briefing and communicating on team's performance run-rates against daily, weekly and monthly targets, and motivating the team towards meeting those targets.
• Ensure all sales pitches are made without miss-selling and effective usage of S2S palette to identify eligibility and capture opportunities in CEMS.
• Collaborate with service Quality, training and Knowledge Management teams to Identify training needs and plan training sessions appropriately.
• Ensure all processes are carried out within the framework of code of conduct and keeping in mind the reputation of the Bank.
• Accountable for ensuring all analysts have the right tools, equipment and material to do their job efficiently and effectively.
• Give employee engagement a high priority to enable better productivity, efficiency and retention of talented staff.
• Share best practices through team discussion, exchange of ideas and sharing of experience across teams.
• Increased customer satisfaction through timely resolution of queries, Service Requests and Complaints.
• Provide relevant Services related analysis on regular basis and show visible process improvements.
• To ensure Timely and clear communication of targets to the team on service levels and S2S targets.
• Relationship building skills and ability to interact effectively across functional and department lines.
• Take up projects and show significant improvement on Productivity, Cost, Processes.
• Proactive forecast on work-force requirement and plan recruitment along with WFM.
• Drive proactive retention strategies to retain best talents and high performing staff.
• Embed a high performance culture through robust performance management.
• Be accountable for end-to-end activity of Inbound calls managed by the team.
• Proactive and creative approach to problem solving and managing crisis.
• Ensure key KPI - Service Levels, Service requests are consistently met.
• Ensure complaints are addressed and resolution provided on priority.
• Adhere to HR processes as People Manager where appropriate.
• Service, Operations, People, Policy and Process Management.
• Drive appropriate quality assurance on all Inbound calls.
• Handle a team of 10-15 Frontline Officers in frontline.
• Ensure to drive the team on S2S target.

Audit Controls
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• Establish operational risk controls, key risk indicators and risk management procedures relating to customer service; resourcing and day to day management of the centre.
• Ensure that all policies, procedures and practices comply with local regulatory requirements, reflect best practices and are within Group directions.
• Ensure employee data is validated periodically for accurate headcount reporting and MIS.
• Promote and enforce consistency in implementation of all policies.

Our Ideal Candidate
• Person applying should be flexible to stretch and work across different calendars of India.
• Knowledge of Jersey Inbound processes will be an added advantage.

Role Specific Technical Competencies
• MS Excel

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 , together with our brand promise, to be are achieved by how we each live our . 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