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Vacant- Associate Director, Complaint Resolution

5.00 to 0.00 Years   Mumbai City   25 Oct, 2022
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    This role will be focusing operationalizing the CX Strategy. A challenge accepted attitude is a must in this fast-paced environment.
    • The role requires a highly skilled and experienced leader who has broad experience across the domains described above in order to collaborate across teams, and markets
    • Ability to develop strong, productive relationships across the organization that foster collaboration, and best practice sharing.
    • Experience in prioritizing deliverables, and tasks
    • Define the structures and operating mechanisms to build and run the organization while shifting to a data-driven and continuous learning culture across your organization
    • Define and build a scorecard to continuously monitor, analyze, and improve work flowing through the organization, effectively communicating business outcomes that deliver a ROI
    • Manage complaints assigned to CRU team and collaborate with related units to ensure adherence to TAT (Turnaround Time) & service standards
    • Ensure zero backlog on escalations and adherence to communications, internal/extern policy empowerment & delegation matrix
    Responsibilities*Strategy *Ensure compliance with changes in Group Policy & Standards, TCF (Treating Customer Fairly), local laws & regulations.Processes*Ensure compliance with guidelines & procedures on KYC in daily handling of customer service issues.Risk ManagementPre-emptively escalate to Manco service issues or compliance gaps that will have negative impact on customer experience & Bank reputation.Governance*Ensure robust quality audit checks & controls are embedded .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 [country / business unit / function/[team] to achieve the outcomes set out in the Bank s Conduct Principles : [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
    • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
    Key stakeholders*CFCC Legal Call Center Banca Collection Qualifications * Training, licenses, memberships and certificationsAt least 5 years experience in Banking product or Branch Sales Management
    • Good command of both spoken and written English and Mandarin
    • Initiative and good execution skills
    • Good communication and negotiation skills
    • Strong interpersonal skills
    • Well conversant with banking products and processes
    • End to end understanding of sales process
    • Product features - associated risks, fees and commission structure
    Awareness regarding Compliance and Operational Risk 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 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 :
keeping things simplebranch salescompliancereportingfinanceadvisorycustomer relations

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