Job Summary To handle Priority Banking segment customer queries via Voice Chat email while providing Top of the line customer experience with consistent delivery of customer delight relating to queries requests financial needs problem resolution keeping focus on SCB Policies Key Responsibilities Adhere to process to ensure best customer satisfaction survey ratings net promoter score or any other survey feedback ratings taken from customers and ensure continuous improvement if below bench-mark sustain and better quality service Ensure adherence to laid down processes and facilitate first-time resolution Minimize rejections and customer complaints Multi-skilled to handle both inbound and outbound calls if applicable Customer Data Confidentiality to be strictly adhered to 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 and work towards the improvement Initiate and strive towards achieving set targets and service standards Probe identify financial needs on service calls and pitch relevant solutions in line with customer requirements if applicable Should be able to identify potential disputes escalation specific trends noticed while handling of cases Process gaps and highlight to the management Ensure all sales pitches are made without mis-selling and achieve targets in term of leads self-closure if applicable Have high awareness levels on banking products and process KYC and Anti-money laundering Policy 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 Strategy Responsibilities that are related to the development and implementation of a strategy for example Awareness and understanding of the Group s business strategy and model appropriate to the role Business Responsibilities related to the delivery of business and or financial objectives for example Awareness and understanding of the wider business economic and market environment in which the Group operates Processes Reference the processes for which the Role Holder is responsible as per the Operational Risk Framework definition of first second line for example Responsible for executing and supervising the Budget process People Talent Reference all responsibilities related to people and talent matters for example 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 Responsibilities relating to identifying assessing monitoring controlling and mitigating risks to the Group as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them For example -The ability to interpret the Group s financial information identify key issues based on this information and put in place appropriate controls and measures All responsibilities under the Risk Management Framework - both execution and supervisory - should be referenced for example Act as the Process risk control owner under the Group s Risk Management Framework including relevant Operational Risk Framework ownership for Liquidity risk Governance Responsibilities relating to the direction planning structure frameworks e g processes and policies and oversight For example Responsible for assessing the effectiveness of the Group s arrangements to deliver effective governance oversight and controls in the business and 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 Effectively and collaboratively identify escalate mitigate and resolve risk conduct and compliance matters 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 Serve as a Director of the Board Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association or equivalent Qualifications Knowledge Skills Experience Education - Degree Graduate with Basic computer skills Min 6 months or 1-2 years of experience in CCC Operations Service Sales CHAT etc as per the job role Min 85 scores in Quality in last 6 months if applicant is from existing call taking experience within unit Should have thorough product process knowledge Uncompromising approach to customer service and problem resolution Analytical and Interpersonal skills Strong communication skills including good grammar and articulation Positive polite cheerful and courteous Enthusiastic empathetic to customers Patient Non-Confrontational Resilient Ability to work under pressure and multitask Manage conflicts and solve problems Positive listening skills Flexible to stretch and work across different calendar days and time zones in a week month Age limit please specify if applicable Skills and Experience Handling affluent clients Training Skill Stakeholder Management Administrative Skill Learning and Instructional Design About Standard Chartered We re an international bank nimble enough to act big enough for impact For more than 170 years we ve worked to make a positive difference for our clients communities and each other We question the status quo love a challenge and enjoy finding new opportunities to grow and do better than before If you re looking for a career with purpose and you want to work for a bank making a difference we want to hear from you You can count on us to celebrate your unique talents and we can t wait to see the talents you can bring us Our purpose to drive commerce and prosperity through our unique diversity together with our brand promise to be here for good are achieved by how we each live our valued behaviours When you work with us you ll see how we value difference and advocate inclusion Together we Do the right thing and are assertive challenge one another and live with integrity while putting the client at the heart of what we do Never settle continuously striving to improve and innovate keeping things simple and learning from doing well and not so well Are better together we can be ourselves be inclusive see more good in others and work collectively to build for the long term What we offer In line with our Fair Pay Charter we offer a competitive salary and benefits to support your mental physical financial and social wellbeing Core bank funding for retirement savings medical and life insurance with versatile and voluntary benefits available in some locations Time-off including annual leave parental maternity 20 weeks sabbatical 12 months maximum and volunteering leave 3 days along with minimum global standards for annual and public holiday which is combined to 30 days minimum Flexible working options based around home and office locations with flexible working patterns Proactive wellbeing support through Unmind a market-leading digital wellbeing platform development courses for resilience and other human skills global Employee Assistance Programme sick leave mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth with opportunities to reskill and upskill and access to physical virtual and digital learning Being part of an inclusive and values driven organisation one that embraces and celebrates our unique diversity across our teams business functions and geographies - everyone feels respected and can realise their full potential 35387

📌 Sr. Client Care Executive- Affluent Coe (Bengaluru)
🏢 Standard Chartered
📍 Bengaluru