Associate Manager, Quality

Job Description

*Role Responsibilities Embed customer centric behaviour 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 BankKey Responsibilities
• Focus on Quality Assurance and improvement of processes within Client Care Centre.
• Work closely with the Training & 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 business metrics.
• Support Business objectives & priorities.
• Contribute / Support Business Projects.
Our Ideal Candidate
• Cards, Bank and Assets product and process knowledge.
• Knowledge of Inbound processes will be an added advantage.
• Person applying should be flexible to stretch and work across different calendars of India. Contact Centre experience preferred.
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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 youre 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 cant 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, youll 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 youve 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 ,

Keyskills :
customer relationsqualitymismanagement