Service Culture Champion| Bangalore

Job: Retail Banking

Primary Location: Asia-India-Bangalore

Schedule: Full-time

Employee Status: Permanent

Posting Date: 25/Aug/2024, 2:14:00 AM

Unposting Date: Ongoing

JOB SUMMARY

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

RESPONSIBILITIES

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

Strategy

Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business

Awareness and understanding of the client care centre inbound role and the impact of economic and market environment in which the Group operates

Processes

Responsible for executing and supervising the Service Levels, identifying the business opportunities, challenges, constraints which needs to get highlighted and bring in controls

People 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 objective

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 to achieve the outcomes set out in the Bank’s Conduct Principles

Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Client Experience teams

Our Ideal Candidate

Any Graduate or under graduate with 2 yrs of sales experience

Role Specific Technical Competencies

Customer Service Experience

Communication

Sales Exposure

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 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

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 you've 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 Read more