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Specialist, CRT

5.00 to 10.00 Years   Mumbai City   14 Mar, 2022
Standard Chartered Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    • Achieve productivity and service levels for Service Request Queues in CEMS for investigation, supervisor escalations and also follow ups within the call centre and other transaction processing queues as per below measures & target.
    Business
    • anaging investigation and all client complaint for contact centre.
    Processes
    • To achieve 100% acknowledgement with customers on requests/escalation received within the stipulated turnaround time To ensure 100% Quality & Accuracy, initial checks are done with information available on knowledge portal or clarification with relevant stakeholders before resolution is provided to customers
    • To ensure feedback is provided to inbound on potential FCR cases for coaching purposes to ensure an improved customer experience for similar queries.
    • To ensure any potential gap/errors /mass incident identified within inbound team to be flagged up to the relevant stakeholders timely for speedier customer resolution.
    • To ensure 100% adherence to Unable to Contact (UTC) Process outlined for the respective customer request/escalation/follow up processing queues.
    • To ensure communications with customers for all
    People and Talent
    • Ensure the team works in harmony together and supports business agenda in times of crisis etc
    • Ensure the team is motivated and there are fun activities and team building organized periodically.
    • Ensure team members participation as part of their learning and development.
    Risk Management
    • Ensure the necessary support is provide to unit head on timely reporting operational loss and other risk items for the inbound team and to ensure complaint management process adherences for the inbound team as per below measures & target Measures & Targets:
    • Achieve 100% compliance to relevant operational procedures and delegated empowerment matrix.
    • Minimal errors on waivers performed on customer accounts as per empowerment matrix and 100% implementation of action plans post operational loss/risk reporting.
    • Ensure compliance with changes in Operational Risk procedures and complaint management procedures.
    Governance
    • To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
    • Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
    • Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
    • Uphold the values of the group & company at all times
    • Ensure compliance with all applicable rules / regulations and company group policies
    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 the [country / business unit / function/[team] 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.
    ROLE SPECIFIC TECHNICAL COMPETENCIES
    • High analytical skills; Good problem-solving skills
    • Ability to manage difficult client situations
    • Excellent verbal and written communication skills
    • Exceptional time management skills
    ,

Keyskills :
winning others overkeeping things simplegroup policyhuman skillsteam buildinglife insuranceservice levelsproblem solvingtime management

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