Specialist - Service Quality, Email Management

Job Summary

• Embed customer centric behavior 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 Bank

KEY RESPONSIBILITIES

• Focus on Quality Assurance and improvement of processes within Client Care Centre (Email & Voice)
• Monitor calls to improve Quality of Interactions with Customer(Email & Voice)
• Work closely with the Training & Operations teams to achieve / improve business KPIs
• 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 & 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.
• Support Certification and incubation of new hires
• Contribute significantly towards achievement of key service metrics- FCR / NPS /CSAT
• Support Business objectives & priorities
• Contribute/Support Business Projects
• Improvement in the performance/quality benchmarks and overall quality of service provided

Key Responsibilities

Summarise all responsibilities and accountabilities, explicitly stating if the role holder is an individual contributor or leads or supports others. Provide a breakdown by functional area if relevant.

Use a RACI framework to clearly define the roles and responsibilities of the role holder (to avoid duplication with those of the People Leader or Direct Reports, clear accountabilities and decision rights, etc.). For example, start every description with one of the following:

• Responsible - what activities/tasks that the role holder will be working on
• Accountable - what decisions and ownerships of activities/tasks that the role holder has
• Consulted - what activities/tasks that the role holder is expected to provide input on
• Informed - what activities/tasks that the role holder is expected to be involved in or be across

The structure and subtitles are mandatory; however, it is possible to state, "Not applicable to the role" under each section, with the exclusion of the Regulatory & Business Conduct section. This is mandatory and shouldn't be deleted.

Strategy

• Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group's business strategy and model appropriate to the role.

Business

• Responsibilities related to the delivery of business and/or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

• Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process

People & Talent

Reference all responsibilities related to people and talent matters, for example:

• 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

• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example- The ability to interpret the Group's financial information, identify key issues based on this information and put in place appropriate controls and measures
• All responsibilities under the Risk Management Framework - both execution and supervisory - should be referenced, for example, Act as the [Process] risk control owner under the Group's Risk Management Framework (including relevant Operational Risk Framework ownership for [Liquidity] risk.

Governance

• Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, 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 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

• List all responsibilities associated with the management of stakeholders e.g. regulators, other bank teams

Other Responsibilities

• Embed Here for good and Group's brand and values in team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Skills and Experience

• MS Excel
• MS Word
• MS Power Point

Qualifications

• Knowledge of Contact Centre processes (Email & Voice) will be an added advantage.

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.