Specialist, CCPL Sales Support

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.Scope of the RoleThe primary purpose of this position is to support all the operation tasks for Telesales.

• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
• Cooperate with any investigations or reviews on regulatory failure such as accountability review
• Maintain sales records accurately, such as application record, operation record, program material record etc.
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• Perform and prepare the sales record checking and application status checking, timely report the irregular cases to line manager.
• Workflow streamlining and analyze the data, provide the reports and feedbacks to line manager in fine tuning quality input.
• Perform call monitoring on fund disbursement sample checking.
• BOC update and program DOI maintenance control
• Support day-to-day operation tasks
• Quality assurance as well as monitoring on the performance and servicing of contact centre

The Role Responsibilities

• To ensure sales records being updated timely and accurately
• To ensure fund disbursement cases accuracy.
• To ensure reports being ready before deadline and with error free
• To report the irregular cases properly & timely
• To keep well control on BOC, DOI update etc.
• To response the requests (operation tasks) from the users in professional manner
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• Perform silent call monitoring regularly to track staff performance and collect customer voice to identify performance improvement opportunities so as to improve client and staff experience
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• Ensure staff comply with all relevant policies and procedures covering regulatory, local and group requirements
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Compliance & Risk Management

• 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. (for all levels of staff)
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• To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. (for Managers or Officers)
• DOI
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• To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.
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• To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
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• To reinforce control environment and compliance processes, ensuring no audit is graded worse than improvement needed.

Other Measurable

• Business delivery of performance targets
• To identify continuous performance improvement and develop action plan

Our Ideal Candidate

• College graduate or above
• Telephone etiquette
• Call Center knowledge esp knowledge of agent roles
• Process & Operational Risk Knowledge
• Knowledge of banking /financial services in Country
• Strong interpersonal skills, influencing and coaching skills
• High analytical skills; Good problem solving and quick decision making skills
• Extensive knowledge of credit cards, banking products and operations & working knowledge
• Able to work under pressure & willing to take challenges

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
well controlproblem solvingcall monitoringbanking productsoperational riskanalytical skillsinternal controlsportfolio marketingcontrol environmentinterpersonal skillsperformance improvement