Client Care Executive, Personal Clients

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role Responsibilities

• In charge of day to day management of team and accountable for their results
• Set targets, review results, deal with individual performance and manage delivery of KPIs
• Ensure that team meets required Targets
• Manage, motivate and train team to ensure that performance is optimized
• Ensure that team is not providing any incorrect information or mis-selling to customers
• Regular review with the team on the performance
• Assist in job performance evaluations
• Assist teams in improving Productivity
• Handle escalation
• Identify & report training needs
• Scheduling, if applicable
• Identify pain areas. Process improvement to be initiated
• Find solutions/ensure outcomes/ result orientation
• Monthly review and reporting on KRI/KPIs
• To reduce the attrition rates and maintain it within the limits prescribed by the organization
• Ensure self and team compliance with all applicable rules / regulations and group policies

StrategyAwareness and understanding of the Group s business strategy and model appropriate to the roleBusinessAwareness and understanding of the client care centre inbound role and the impact of economic and market environment in which the Group operatesProcessesResponsible for executing and supervising the Service Levels, identifying the business opportunities, challenges, constraints which needs to get highlighted and bring in controls. 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

Risk Management

• The ability to interpret the Call drivers, identify key issues based on this information and put in place appropriate controls and measures

Governance

• Responsible for assessing the effectiveness and deliver effective governance, oversight, 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

• 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.
• Lead the Client care Centre operations to achieve the outcomes set out in the Bank s Conduct Principles: Fair Outcomes for Clients; 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 (or equivalent)

Key StakeholdersClient Experience teamsQUALIFICATIONS:

• Graduate
• Basic computer skills
• Minimum 1-5 years of experience in service / Sales / Collection (as per the job role)
• Should have thorough product / process knowledge

Apply now to join the Bank for those with big career ambitions.To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
bankingsalescredit cardscoachingcreditboard of directorsservice levelsbusiness strategyprocess improvementsuccession planningpersonal responsibility