Team Manager, Telesales

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.JOB PURPOSEThe purpose of the role is to :Meet the business objectives initiated by India CB Telesales businessCustomer focus need-based sellingDeepen customer relationship and maximize penetrationKEY RESPONSIBILITIES1. Business Driver Achieve team sales target and increase sales productivitySegment focus, customer focus needs-based sellingAchieve preferred segment penetration, multi-product selling or bundles around anchor productBuild and manage relationship with business partners / intermediaries / channelsResponsible for ETB customer relationship deepening through telephony/sales activities. Activities led by product / marketing campaign2. Customer ExperienceEnsure sales team has the right culture and attitudeOperational quality manage sales controllable error, rejection, approval rate, TAT etc.Engage Credit & Operations for smooth approval and customer on-boarding experienceManage customer experience3. People ManagementLead and engage team of 12-15 Officers/Senior OfficersProactive performance/scorecard management motivation & retention of talentTrain and Coach the teamUpgrade people management skill constantly4. Risk AssuranceEnsure CDD, MLP & TCF diligenceZero tolerance Fraud, Mis-sellingDiscipline in HR and training related mattersAdhere to all policies, guidelines and procedures, comply with local regulatory requirements, reflect best practicesAdhere to operational risk controls and procedures in day to day sales managementTo ensure no adverse findings in internal / external audit, governance and compliance reviewTo comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager5. Operational Risk Management Assurance & Compliance:Implement controls within the Business Unit to meet regulatory and internal requirements. In addition, drive and implement an effective risk management framework, and promote a strong risk management and a compliance culture.To ensure there is adequate training in Compliance. In addition document and implement controls to ensure compliance with regulations and Group Standards.Ensure that policies are implemented effectively within Business; new regulations are properly communicated, and provide quality assurance on the design of the control measures and monitoring plans.Ensure adherence to the risk management framework.Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and CDD.Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.Read, understand and comply with all provisions of the Group Code of Conduct.Ensure complete adherence to Principles & Policy of Treating Customers Fairly.Ensure adherence to all the customer outcomes required by Financial Services Authority.6. Embedding principles of Sales Governance in the Sales Value Chain:Understand and adhere to the DSR policy.Implement the HR standards approved by L&C in all channels being used.Ensure the premises H & S standards are as per standardized norms.Arms Length directives and processes are followed.Ensure branding is as per approved norms and requirements.Compliance with regulatory requirements.Partner Training and HR to ensure all sales staff in my team are trained on CDD, AML, Mis-selling and other customer protection principles The job holder must ensure he/she is fully aware of all the policies and procedures issued in relation to money laundering prevention / CDD and is trained on the same. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. To ensure adherence on an ongoing basis to all requirements of CDD / ML as may be issued from time to time and Adherence would be measured with respect to outcome of Group audits and any Quality Assurance Reviews conducted. Further ensure that effective arrangements are in place for implementation of the Direct Sales Representative (DSR) Management and Risk Policy. Ensure that there are adequate controls in place to mitigate risks.KEY DIMENSIONSCustomer ManagementBusiness TargetsKNOWLEDGE/SKILLS/EXPERIENCEMinimum qualification should be Graduation.Sales experience of at-least 1 year in the FMCG, Office automation or Retail Banking industry would be an advantage.Experience in handling similar role in financial industry would be an advantage but not a pre-requisite.Good knowledge of the selected market and customer segments would be an advantage.Strong communication and negotiation skills with the ability to influence outcomes.Strong inter-personal skills, which encourages and promotes enthusiasm and team spirit.Strong orientation towards customer satisfaction and servicing.,

Keyskills :
salesirectsalesbrandingidentitymarketingriskmanagementframeworkpeoplemanagementskillscustomerrelationsstronginterpersonalskills