Manager – Client Experience Full Time

About the job

The Role Responsibilities

Strategy

Focus on Quality Assurance and improvement of processes within Client Care Centre
Work closely with the Training & Operations teams to achieve / improve business KPIs
Monitor calls to improve Quality of Interactions with Customer
Provide qualitative and specific feedback to drive performance
Identify gaps and initiate process improvements
Identify Need based training requirements
Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
Conduct/Attend Call Calibration sessions with QA, training and operations team.
Ensure process adherence and audit preparedness.
Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes.
Conduct Mystery Calls to assess awareness & knowledge levels
Support Certification and incubation of new hires
Contribute significantly towards achievement of key business metrics
Support Business objectives & priorities
Excellent Communication skills (Written & Verbal) including good grammar and articulation
Ability to speak to the client and stakeholders whenever required
Basic Computer typing Skills and knowledge of Presentation
Good Knowledge of Products
Positive, Polite, cheerful and courteous.
Manage conflicts and solve problems
Good drafting and presentation skills
Knowledge to Identify trends, patterns and opportunities to support business objectives by analysing complex data sets
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 [country / business unit / function/[team] 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.
Other Responsibilities

Work with senior stakeholders to prioritize business requirements
Identify trends, patterns and opportunities to support business objectives by analysing the complaints
Analyse complaints to identify process improvement opportunities
Our Ideal Candidate

Bachelor’s degree in Mathematics, Computer science, Engineering, Statistics, Economics, Information systems or related field
5+ years’ work experience in MIS / Business intelligence / Data analytics
Proficiency in statistics, data analysis and research

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our career pages. We welcome conversations on flexible working.