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Team Leader, Client Services Group ( UAE Nationals are encouraged to apply )    

  • Negotiable
  • Standard Chartered Bank
  • Information Technology | Project Management
  • Dubai
  • United Arab Emirates
  • 16/07/2017
Only UAE Nationals to apply to this role:
* Intermediate level product/processes knowledge on Cash management, Trade Operations (Mainly LCs/ Guarantees and Open Account Finance)
* Effective interpersonal and communication skills
* Organized and detail orientated
* Computer literate with the ability to learn customer service software applications
* Good analytical and problem solving skills
* Ability to work under pressure

Job Description:
* All incoming customer calls are responded promptly and the call abandon rate is not below 95% at any point of time.
* To assist the team responsible for implementing change to achieve market leadership in customer service.
* To manage the day-to-day delivery of Client Services, to deliver simply first class service and efficiency whilst minimizing risk
* Accountable for the service and for building relationships with all the clients
* Responsible for driving initiatives to improve the performance of CSG
* Responsible for ensuring high quality Client Services, serving clients and SCB staff for advice, enquiries, complaints, etc.
* To work with the team and Line Manager team to meet and exceed service standards.
* Assist in managing an effective service recovery process
* Guide, coach and motivate team members, facilitate up-skilling through on-the-job training, cross training and setting/stretching targets and objectives
* Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers. Migrate customer e Channel platforms
* Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies and regulations.
* Ensure adherence to policies including escalation and compliance requirements.
* Assist in the building/maintaining of a winning team through a supportive organization climate as well as service audits and rewards & recognition.
* Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
* Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
* Responsible for client satisfaction with service arrangements and delivery
* Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
* Work with internal stakeholders for service requirements, enquiries, and instructions
* Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels
* Manage end to end enquiries from Premierservice clients assigned to self and load balance where other team members may need assistance on volumes, if necessary.
* Leverage on the VoC process to understand clients needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage
* Review service performance with our clients and generate ways to continuously improve service level standards.
* On a selective basis, accompany C&I as well as Commercial client RMs on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues.
* Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.
* Assist in embedding a holistic service management process that includes service reviews, VOC analysis, call quality monitoring and assessment, call data (enquiries, complaints, feedback) analysis, errors and other service failures, etc.
* Prepare, analyze and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, call abandon rates, etc.
* Ensure process for client identification is clearly embedded. Check for adherence periodically to manage departmental operational risks
* Ensure KCSA process is embedded and regular checks are performed as required
* Ensure that all control reconciliation activities are conducted in a timely and accurate manner
* Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
* Maintain a professional SCB image through all interactions with clients
* Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
* Lives the Values of the bank at all times and strctly adheres to the bank's conde of conduct

How To Apply

You can search and view current opportunities across our organisation and apply immediately by visiting www.standardchartered.com and selecting Careers. To help speed up your application, please note the following:

- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role

- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application

It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.

Closing Dates

The closing date for applications is 30/07/2017. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.

Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

 
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