Job: Retail Banking
Primary Location: Asia-India-Bangalore
Schedule: Full-time
Employee Status: Permanent
Posting Date: 22/Aug/2022, 4:18:14 AM
Unposting Date: Ongoing
JOB PURPOSE:
To handle customer calls / issues while providing consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies.
KEY RESPONSIBILITIES:
- NIL client complaints or Stakeholder escalations
- Focus on improving Client Experience by asking the right questions to capture the accurate VoC, thereby helping the Bank improve the services
- Ensure completion of survey calling within the agreed TAT for every process
- Timely & accurate reporting of survey results to Country
- Regular follow up with Country to ensure survey calling data files reach us within the agreed timelines
- Schedule and Dialler diligence to be adhered
- Handle all processes, as required & assigned to the team
- Contribute significantly towards driving people & process efficiency by providing specific actionable insights through specific themes captured during survey calling
- Highlight any unresolved issues to Business to ensure on-time service recovery
- Support on QC as and when required
- Collaborate effectively with stakeholders to rationalise non-value adds & highlight lapses observed if any
- Work on a self-development plan, enhance skillsets, utilize e-learnings available on diSCover platform (minimum 12hrs annually)
- Effectively manage survey volumes, capture feedback diligently to make sure this helps with an appropriate analysis that can help coach frontline
- Positive outcome from GIA and / or any statutory audit – no observations
- No Conduct breaches
- Implementation of WFH controls
- Make sure there are no CST exceptions from risk perspective
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.
Our Ideal Candidate
- Graduate
- 1-2 years of experience in service / Sales / Collection (as per the job role)
- Excellent communication skills in written and verbal English
- Basic computer skills
- Strong service / Sales / Collection orientation (as per the job role)
- Strong knowledge of bank’s products & services and willingness to learn new products
- Manage conflicts and solve problems
- Patient, Non-Confrontational, Resilient
- Positive, polite, cheerful and courteous
- Flexible to stretch and work across different calendar days and time zones in a week/month
- Age limit (please specify) if applicable.
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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 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