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India Team Leader - Personal Clients

1.00 to 5.00 Years   Chennai   05 Mar, 2021
Standard Chartered Bank Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaSales / BD
EmploymentTypeFull-time

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.The Role Responsibilities

  • In charge of day to day management of customer care team and accountable for their results
  • Set targets, review results, deal with individual performance and manage delivery of customer care services
  • Supervise the incoming call handling team to ensure consistent delivery of customer delight relating to queries or problem resolution
  • Maintaining TCO productivity standards
  • Daily review of CSO s
  • Take customer calls, which the CSO is not able to handle
  • Scheduling
  • Identify & report training needs
  • Assist in job performance evaluations
  • Increased customer satisfaction through timely customer complaint redressal
  • Manage, motivate and train CSO s to ensure that performance is optimized
  • Ensure that the team routes calls through IVR where applicable
  • Ensure that team meets required Service and Sales Targets
  • Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter.
  • Ensure all sales pitches are made without no mis-selling
  • Use S2S palette to identify eligibility and register dispositions for analysis
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: [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.
Our Ideal Candidate
  • Basic computer skills
  • Should have thorough product knowledge
  • Customer service expertise
  • Prioritization skills
  • Organizational and leadership skills
  • Uncompromising approach to customer service and problem resolution
  • Team Leadership 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 and sales skills
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 :
salescustomer relationsslaqualitycoachingcustomer carecustomer servicefinancial marketscommunication skillscustomer satisfactionpersonal responsibility

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