Team Leader

RESPONSIBILITIES

• Service,S2S, Operations, People, Policy & Process Management

• Handle a team of 10-15 Frontline Officers in Teleservices Unit

• Be accountable for end-to-end activity of Inbound calls managed by the team

• Ensure key KPI - Service Levels, Service requests are consistently met

• Drive appropriate quality assurance on all Inbound calls

• Ensure complaints are addressed and resolution provided on priority

• Ensure to drive the team on S2S target

• To capitalize on cross-sell opportunities, ensure team probes & identify financial needs on service calls and pitch relevant solutions in line with GPS guideline

• To help plan, organize and support inbound campaigns in Co-ordination with marketing/sales team

• Ensure all sales pitches are made without miss-selling and effective usage of S2S palette to identify eligibility and capture opportunities in CEMS

• Provide relevant Services related analysis on regular basis and show visible process improvements

• Ensure All processes are carried out within the framework of code of conduct and keeping in mind the reputation of the Bank

• Take up projects and show significant improvement on Productivity, Cost, Processes

• Increased customer satisfaction through timely resolution of queries, Service Requests & Complaints

• To ensure Timely and clear communication of targets to the team on service levels & S2S targets

• Daily team briefing and communicating on team's performance run-rates against daily, weekly and monthly targets, and motivating the team towards meeting those targets

• Responsible for ensuring every Officer in the team is put through a comprehensive training curriculum from induction, Day 1 Readiness & refresher programs and additional development programs to optimize their customer handling techniques using available tools and maximize productivity

• Proactive forecast on work-force requirement and plan recruitment along with WFM

• Proactive and creative approach to problem solving and managing crisis

• Relationship building skills and ability to interact effectively across functional and department lines

• Share best practices through team discussion, exchange of ideas & sharing of experience across teams

• Drive proactive retention strategies to retain best talents and high performing staff

• Embed a high performance culture through robust performance management

• Give employee engagement a high priority to enable better productivity, efficiency and retention of talented staff

• Accountable for ensuring all analysts have the right tools, equipment and material to do their job efficiently & effectively

• Collaborate with service Quality, training & Knowledge Management teams to Identify training needs and plan training sessions appropriately

• Adhere to HR processes as People Manager where appropriate

• Audit controls

• Ensure that all policies, procedures and practices comply with local regulatory requirements, reflect best practices and are within Group directions

• Establish operational risk controls, key risk indicators and risk management procedures relating to customer service; resourcing and day to day management of the centre

• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager

• Ensure employee data is validated periodically for accurate headcount reporting and MIS

• Promote and enforce consistency in implementation of all 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 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

Key Stakeholders

• Client Experience Team

Qualification

• Education Graduate

• Training Basic computer skills

• Certifications Basic computer skills

Role Specific Technical Competencies

• Uncompromising approach to customer service and problem resolution

• Leadership, Analytical and Interpersonal skills

• Strong communication skills including good grammar and articulation

• Positive, polite, cheerful and courteous

• Enthusiastic, empathetic, yet firm when needed

• Patient, Non-Confrontational, Resilient

• Ability to work under pressure and multitask

• Manage conflicts and solve problems

• Good listening skills

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.