Assistant Manager - Chennai, India - Global Serve Solutions

Description

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KEY RESPONSIBILITIES:
In charge of day to day management of customer care team and accountable for their results
Maintaining TCO productivity standards
Daily review of performance
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 team meets required Service and Sales Targets
Probe & identify financial needs on online escalation calls handled 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

People and Talent

Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.

Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

Employ, engage and retain high quality people, with succession planning for critical roles.
Responsibility to review team structure/capacity plans.
Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Risk Management

The ability to interpret the Call drivers, identify key issues based on this information and put in place appropriate controls and measures

Governance

Responsible for assessing the effectiveness and deliver effective governance, oversight, if necessary, oversee changes in these areas;
Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

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 Client care Centre operations to achieve the outcomes set out in the Bank's

Conduct Principles:
Fair Outcomes for Clients; The Right Environment.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association

KNOWLEDGE/SKILLS/EXPERIENCE

Graduate
Basic computer skills
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
Strong analytical skills
Strong Presentation skills
Positive, polite, cheerful and courteous
Ability to work under pressure and multitask
Manage conflicts and solve problems
Good listening and sales skills


ELIGIBILITY CRITERIA
12+ months in the current role, currently should be in Band C/D – 9A / 8B
Contact Centre experience is preferred.
Person applying should be flexible to stretch and work across different calendars of India
Flexible to work in shifts and Sat / Sunday