Associate Manager- Client Care Centre

Key Responsibilities

• Work closely with team, motivating and coaching the Client Care Executives to ensure performance is optimised.
• Manage the day-to-day activities in the call centre to ensure efficient and consistent delivery of customer delight in handling all queries and other interactions with customers.
• Support team in relation to queries or problem resolution. Handle customer complaints and queries when escalated.
• Ensure attendance and staff retention targets are achieved.
• Ensure staff are adequately trained on service and products and changes in products, procedures and policies.
• Maximize sales and referral generation through the Client Care Executives by supporting and coaching them to maximise their sales targets.
• Support Vice President and/or Head of Department in highlighting any operational risks and areas for improvement.
• Escalate any appropriate issues to Vice President and/or Head of Department.

Strategy

The incumbent is responsible for ensuring efficient and consistent delivery of customer delight in handling all queries and other interactions with customers aligned with overall CCC Strategy.

Business

• Enable and encourage continuous improvement initiatives for delivering superior client service and shareholder value.
• Identify strategic opportunities for transformation of service standards where appropriate.
• Support and lead change initiatives and provide feedback for change proposals.
• Deliver sustainable cost savings and service levels on par with or superior to competition.

Processes

Review operational processes/operational flows to drive optimisation and automation, where possible.

People & Talent

• Lead and inspire the team to excellence through strong people management, fostering a culture of customer centricity, accountability, ownership, and staff engagement.
• Strong people skills.
• Responsible for ensuring each client interaction is handled with care and diligently by the team within the defined SLA.
• Provide a supportive environment to shape the culture within the team that allows feedback and ideas from the team to be heard and actioned upon.
• Ensure right skilling among team members and training/certification for specific roles.

Risk Management and Governance

• Provide effective oversight on operational risk and governance.
• Drive risk management initiatives across the unit resulting in minimal or zero breaches and blow-ups.
• Ensure adherence to all Group Policies and Procedures and adequate training to staff to ensure compliance always.

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

Key Stakeholders

• WRB
• V&V Group
• BRM

Skills And Experience

• Social Media Management
• Chat Management
• People Management
• Customer Journey Mapping
• Analytical Skills
• Excel skills and intermediate PowerPoint skills.

Qualifications

• EDUCATION: Bachelor’s degree or Diploma with 4-5 years of banking and or contact centre experience with a majority of that time in running Operations.
• CERTIFICATIONS: COPC 6.0 & ABOVE (PREFERRED)
• LANGUAGES: ENGLISH

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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.
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.

What We Offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months 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.