RESPONSIBILITIESStrategyProvide personalised client service of the highest levelHandle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnectsTo introduce and educate the customer of the self service/automated banking channels and help them use the services extensively Maintain prescribed quality levels and to convey right information to the customers and avoid mis-selling and complaintsBuilding positive rapport with different types of clients over the phoneTake appropriate actions to effectively control a phone callApply the proper phone etiquette to satisfy various client situationsBusinessEducating client about the products and service offeredProbed & identify financial needs on service calls and pitch relevant solutions in line with client charter.Ensure that S2S offer is pitched on at least 70% of eligible calls.Ensure all sales pitches are made without no mis-sellingAdditional point for Sales Palette markets - Use S2S palette to identify eligibility and register dispositions for analysisTo achieve set Hot Leads production target if applicableEnsure continuous improvement in Productivity to the standards prescribed from time to timeSupport ongoing initiatives to enhance cross sell opportunitiesProcessesTo attend the prescribed training sessions and improve the product knowledge and phone skills consistentlyResponsible to satisfy client and maintain good image/reputation for the organizationUpdate the existing databases with changes and the status of existing / prospective clientsArrange for dispatch of products, information packages, brochures et al to clients enter text.People & TalentCollaborate with the team members to achieve the common objectiveDisplay time flexibility towards shifts as per floor requirements Adhere to the work schedule as per assignedRisk ManagementTo keep updated on product/ workflow procedures & ensure full compliance with operational risks/ controlEnsurefulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied withEnsure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specifiedUphold the values of the group & company at all times Ensure compliance with all applicable rules / regulations and company group policiesRegulatory & Business ConductDisplay 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 to achieve the outcomes set out in the Bank's Conduct PrinciplesEffectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.Other ResponsibilitiesEmbed Here for good and Group's brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures Multiple functions (double hats)Our Ideal CandidateAny Graduate or SPM would be Minimum education qualificationRole Specific Technical CompetenciesGood CommunicationExposure in Customer ServiceAbout Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 160 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 doNever settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so wellBe better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long termIn 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 flexible and voluntary benefits available in some locationsTime-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimumFlexible working options based around home and office locations, with flexible working patternsProactive 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 toolkitsA continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learningBeing 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.Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
