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VKYC MIS

2.00 to 4.00 Years   Mumbai City   15 Oct, 2020
Standard Chartered Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
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 ResponsibilitiesMIS

  • Support the Team in improvement of all MIS and performance metrics.
  • Analyse Call Patterns and ensure maximum staffing to meet service levels
  • Preparing the Roster, scheduling breaks
  • Forecasting Call volumes
  • Analyze reports & draw inferences beneficial to the centre
  • Manage day-to-day operational aspects of MIS
  • Support Global Reporting
  • Review deliverables and interact with key stakeholders.
  • Data support for regular reviews such as MBRs and other business reviews.
  • Scorecard preparation and incentive computation (if applicable)
  • Review and Submit Performance metrics Contact Centre
  • Headcount reconciliation with budget for the center
  • Undertake Projects to improve overall performance / efficiency of service units.
  • Provide support for these projects and initiatives in terms of data, information, data representation, etc as may be required from time to time.
  • Audit readiness: Ensure the team adheres to all compliance requirements
Team Management
  • In charge of day to day management of customer care team and accountable for their results
  • Supervise the incoming call handling team to ensure consistent delivery of customer delight relating to queries or problem resolution
  • Identify training needs & bridge the gap
  • Assist in job performance evaluations
  • Manage, motivate and train Officers to ensure that performance is optimized
  • Ensure KPI s (Key Performance Indicator) & KRI s (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved
  • Ensure that team meets required Service and Sales (If applicable) Targets
  • Ensure all sales pitches are made without mis-selling (If applicable)
Service
  • Take customer calls, which the Officer is not able to handle
  • Increased customer satisfaction through timely customer complaint redressal
  • Should be able to identify potential disputes / escalation / specific trends/ process gaps noticed while handling of cases and highlight to the management
Operations and Compliance
  • Accurately following laid down KYC protocol
  • Trigger any specific trends noticed while handling of cases Or Process Gaps
  • Adherence to Information Security norms & quality process norms by the team & self.
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.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Our Ideal Candidate
  • Graduate
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 :
customer caretraining needsperformance metricsdata representationinformation securitycustomer satisfactionpersonal responsibilitymiskyckpiriskcaredrawturnsales

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