Team Leader, Client Centre

Job Summary
Job Responsibilities:

• Manage and lead the day to day teleservice inbound team operation & problem solving in order to meet with the required service levels, standards & targets.
• Be responsible for ensuring that quality teleservice will be provided to all times
• Lead the team to deliver a consistently superior customer experience by being highly knowledgeable & customer focused, and resolve client issues
• Drive the team development and ensure team members to work in line with SCB Value with good code of conduct.
• Support other ad-hoc tasks or assignment required

Responsibilities
Strategy

• Plan and monitor work schedules to meet the organizational objectives and pre-set service standard
• Identify improvement and development requirements
• Provide maximum customer satisfaction
• Timely process Phone Banking transactions and all service requests to ensure on-time process delivery.

Business

• Supervise the day to day operational activities of staff in the delivery of their job responsibilities
• Help to guide team members to achieve targets through motivation and coaching
• Lead Phone Banking team to provide investment / transaction service for Priority/ Private clients

Processes

• Identify opportunities to improve workflow design
• Perform Call monitoring to ensure call quality is in line with Group standard
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter.
• Data analysis, interpretation & recommendations on team members service and sales productivity and client service issues.

People & Talent

• Plan the training and development needs of staff
• Identify team member training and development needs
• Help to guide team members to achieve targets through motivation and coaching

Risk Management

• Ensure all sales pitches are made without mis-selling

Governance

• Timely review and sign off the fee waiver requests and Phone Banking transactions to ensure on-time and correct.

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
Internal

• Related Parties

External

• Customers

Nature of Purpose

• To reflect customers' opinions for providing quality customer service.
• To clarify / raise issues occurred or seek instant assistance for resolving Customer's problem

Qualifications

• Meet Financial (S2S revenue) /Non Financial (strategic efficiency, service quality, and client experience) Goals
• Deliver excellency of Customer Experience from problem solving to complaint handling
• Achieve NPS (client, employee My Voice) target
• Ensure management controls and service standards are met
• Conduct Operational Risk Management- ensure satisfaction result in CST and Auditing

Banking / Card experience in the respective business areas he/she is supporting
Talent

• Team player who shows initiative and assertiveness and team coordination
• Self-motivated, with pro-active service attitude
• Enjoy work pressure

Knowledge

• End-to-end knowledge in the respective areas he/she is supporting
• Product knowledge
• Customer service knowledge

Skills

• Change management skill
• Interpersonal and influencing skill
• Coordination and execution skill
• Collaboration and team work skill, with dealing skill with all levels in complex and difficult situation
• Communication and listening skill
• Negotiation and engagement skill

Behaviour

• Transform, communicate, and drive team to deliver CPBB business strategic target.
• Lead the team to realized SCB value behaviour in dailywork
• Be responsible to ensure team to meet code of conduct and sales boundary list requirement.
• Proactively identify gaps in customer care and relative practices with proposal solutions.
• Handle call that CCCO requires in depth knowledge of specific products/services, dealing with complaints
• Coach and prepare action plan for team member who failed to achieve pre-set standard.
• Minimum 6-year experience in branch or CCC experience
• Licenses requirements are: Internal control.
• Ability to use management process effectively to manage people / portfolios with an analytical skill to resolve complex work related issues.

Role Specific Technical Competencies

• Call Center Management
• Customer Experience Management
• Customer Interaction
• Effective Communications
• Regulatory Environment - Financial Services

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.