Role Responsibilities Job SummaryThis is an individual contributor role with responsibility to contact and engage clients as per assigned client list. This is a pure sales role and the jobholder will be expected to drive sales conversion to have successful closures. The role will involve engagement with both Existing to Bank and New to Bank clients to drive deepening and acquisition. The role is expected to drive and ensure sales targets are met by establishing contacts and promoting product benefits thereby cross selling or up selling productsResponsibilities Achieve monthly targets through acquisition of new / existing customers, upselling and/or cross selling of Credit Card, Personal Loan, Balance Transfer etc through outbound calls.Ensure prompt and timely call backs are made to clients as committedApply skills learned via training programs to drive needs-based conversationsDevelop a deep understanding of various products offered and process as relevant. Strategy Support deepening and acquisition within personal client segmentHandle assigned Client list / base and focus on establishing higher contacts to maximize penetrationProactively engage with clients to uncover business needs and promote cross sell or up-sell for both ETB clientsEnsure prompt and timely call backs are made to clients as committedOptimise the usage of Diallers and Lead management system to drive greater performanceSupport fulfilment of online leads where applicable. Eg. online form drops offsSupport S2S teams by improving conversion rate on referrals as applicableDrive adoption of digital offerings through promotion during telesales conversationsApply skills learned via training programs to drive needs-based conversationsDevelop a deep understanding of various products offered and process as relevant Business Achieve sales target as applicableAchieve all parameters sets as a part of job objective like Conversion rate, New sales revenue, etcOptimise campaign wise conversion rate, maximise agent occupancy and conversion rate on referrals from online and other channelsAdhere to daily working scheduleMeet applicable non-financial metrics as per scorecard. Sales error rate, Sales call quality score Processes Actively share feedback on the sales process /functionalities of Sales dialler to help improve program performanceCollect Client information as needed to serve client and close salesEnsure all relevant dispositions and notes are updated in systemClosure and wrap up done as per set standardsOwn end to end sales process to ensure that client requests are fulfilled. The job holder would be expected to use available and relevant tools or other medium like call backs to drive up conversion rate on calls handled People & Talent Ready to undertake a target-driven jobFluency in English & Bahasa MelayuPossess strong communication & listening skillsPossess strong emotional intelligenceThird language proficiency will be an added advantageStrong persuasive and negotiation skillsCustomer-oriented and has good customer service skills Risk Management Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them The ability to interpret the firm's financial information, identify key issues based on this information and put in place appropriate controls and measures Ensure a full understanding of the risk and control environment in area of responsibility Governance Responsible for assessing the effectiveness of the firm'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 firm operates, and the regulatory requirements and expectations relevant to the role Responsible for delivering 'effective governance'; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner 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 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. Key stakeholders Work closely with team leader to develop and implement sales plan to achieve targets and drive client engagement Support team leader to drive learning and high performance within the team Partner with other distribution teams to fulfil product sales requests as required. S2S referrals from contact centre, Online leads, referrals to branches, etc Work with operations team to ensure that client requests are fulfilled Other Responsibilities Embed Here for good and Group's brand and values in Malaysia Telesales team. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); Our Ideal Candidate At least 1- 2 years' experience in sales or service is preferred. Prior experience in Telesales / Inbound sales is a plusRequired certification or licensing to be in place basis the products to be sold over callsBank training, mandatory & developmental - role specific, and regulatory/compliance bank wide & role specific,Languages; Good command over English or applicable local language Role Specific Competencies Communication skillsUpselling & Cross-Selling Skills
