Manager, Channel Helpdesk
ConfidentialChennai, India9 days ago
Job descriptionTo 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 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. 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. Ensure the team for all enquiries received are logged in the complaint management system and tracked until closure, adhering to the SLA set. Leverage on the VoC process to understand client's needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage. Ensure All incoming customer Channel enquiry Emails / Inbound calls, Livechat are responded promptly and ensure the TAT is met in attending all the queries within cut off to be addressed the same day. To handle customers (internal / external) and queries of customers for Channels enquiries with care and as per the prescribed standards in place. Ensure process for client identification is clearly embedded. 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. 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) Head of Client Services Group Client Service Account Managers RM's and Client Managers Senior Managers, Managers from other related departments. Client Services Managers PSS / Production Engineering team All CCIB Clients Key personnel of companies Other Banks Proficiency in business process analysis and functional specification development. Excellent communication and collaboration skills. Strong analytical and problem-solving skills. Project management skills. Ability to analyze complex data, identify potential issues, and propose solutions. Experience in the financial services industry, particularly with payment systems, is highly desirable. Preferable Client Service role experience for coordinating with end clients All S2B Technical (Channel) Enquiries, Request and Complaints are responded promptly via Inbound calls, email or Live chat and ensure the TAT is met in attending all the queries within cut off to be addressed the same day. Assisting customers with product setup by providing step by step guidance / instruction and resolving any technical issues they might experience. Following up with customers to ensure that reported technical difficulties have been resolved Troubleshooting, analyzing, and reporting any channel (S2b) errors, failures, or malfunctions to Technology and coordinating with them for a fix. Analyzing client feedback / Client data and advising management on areas of improvement Work together with other Technology teams to find solution to more complex issues and ensuring that the client issue is fixed. Provide detailed information about the products and services offered to the customers. From time-to-time Conduct Training for clients on Online channel and its features The staff must be well equipped in preparing all required performance related reports required by the Bank - daily, weekly, monthly etc. Projecting transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency Training staffs to required skill and knowledge requirements by upskill the junior staffs to manage the enquiries, requests, and complaints independently The staff shall adhere to their Service Level & Metrics as detailed in the 'CSG Metrics Guide' 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 To work with the team and Line Manager team to meet and exceed service standards. Minimize contact rate / repeat call incidence / complaints of any kind and value adds contact by customers. 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. Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set. A bachelor's degree in information technology, or a similar field Prior experience in technical support would be a plus Scripting skills such as Python and Excel VBA would be a big plus Product / Processes knowledge in institutional / corporate banking systems would be a plus Sound client service banking operations experience with Online banking / channels Knowledge A bachelor's degree in information technology, or a similar field A minimum of 10 years' experience working in Client Service Role, or a similar role Working knowledge of remote service tools and help desk application. Strong understanding of the ISO 20022 standard and its application in the financial industry Experience with SWIFT payment messaging and the MT to MX transition Proficiency in business process analysis and functional specification development. Project management skills Experience in the financial services industry, particularly with payment systems, is highly desirable. Computer literate with the ability to learn customer service software applications. Prior experience in technical support would be a plus Effective interpersonal and communication skills Good questioning skills Good analytical and problem-solving skills Able to recognize basic styles of customer behavior and how to adapt each style to create positive 'chemistry' Able to identify and manage both transactional and operational risks Ability to work under pressure Intermediate level product / processes knowledge Product / Processes knowledge in institutional / corporate banking systems would be a plus Scripting skills such as Python and Excel VBA would be a big plus Sound client service banking operations experience with Online banking / channels Knowledge A genuine liking for people Enjoy working for and serving others Loves to solve problems Passion in technologies Ability to feel comfortable amongst strangers A good listener Make themselves understood when communicating with all kinds of people Pleasant disposition and able to control feelings that may create conflict Sensitivity towards people and ability to show compassion or empathy High self-esteem and confidence level Track record of competence Proactive rather than reactive A sense of belonging to a group of people or place A general sense of trusting others Strong social need Lead by example, being the Right Partner Able to provide professional advice on client service products and services Able to analyze the clients' perspective in various situations and determine positive or negative behavior for opportunities to gain agreement Able to apply questioning skills for in-depth analysis attitudes, situations, problems, and priorities to determined optimum strategy on how to deal with them Type of differentiated services that suits the client based on structured analytical process Non-financial / financial compensation for service recovery purposes 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 Core bank funding for retirement savings, medical and life insurance, with flexible 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.
This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Summary
Strategy
- GBS Client Service Senior Manager must complete all required performance related reports required by the Bank - daily, weekly, monthly etc. Some of these reports required manual intervention in order to complete
- Projecting transaction volume in order to ensure sufficient capacity exists to meet service requirement at an optimal efficiency
- Acquiring the necessary human resources to meet the staffing needs of the operation - with referral & approval from The Bank before recruitment & hiring is carried out
- Training staff to required skill and knowledge requirements, along with assistance from both Group CSG & UAE CSG as required.
- GBS Client Service Manger must ensure all agents & team leader complete all mandatory learning (e-learning or otherwise) as required by CIB
- GBS Client Service Manager shall adhere to their Service Level & Metrics as detailed in the 'CSG Metrics Guide GBS Client Service is responsible for metrics in relation to inbound calls & Emails - the metrics to be considered are as follows : -
- Productivity,
- First Call Resolution,
- Grade of Service (Core)
- Abandoned Calls (Core)
- Enquiry TAT (Core)
- Complaint TAT (Core)
- Enquiry Satisfaction Survey,
- Complaint Satisfaction Survey
- Training Hours
Key Responsibilities
Business
Processes
Risk Management
Governance
Regulatory & Business Conduct
Key stakeholders
Internal
External
Other Responsibilities
Skills And Experience
Qualifications
Experience / Knowledge Required
Profile
Complexity / Judgment
Freedom of Decision Making
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
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.
Skills Required
Project Management, Business Process Analysis
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Channel Manager • Chennai, India
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