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About our Client Support Services Team
Our Client Support Services team are integral to the Bank’s success. We work closely with clients to provide professional advice, resolve issues and ensure that we identify opportunities to optimise our client experience with the use of new tools and technologies. You’ll be motivated by finding solutions to complex problems, you’ll thrive in a learning environment and you’ll be given the flexibility, freedom and trust to get the job done.
About our Technology and Operations Team
Our Technology & Operations (T&O) team is the powerhouse for the Bank. We aim to go further, faster, to ensure we're agile and ready for tomorrow, today. Our diverse network enables us to innovate and build banking solutions that support communities to prosper. We're a place where talented people are encouraged to grow, learn, and thrive, to drive their own career journeys, to reach their full potential.
When you work with us, you’re protecting the reputation and legacy of a 170 year organisation and building on it. We’re driven by progress and continuously evolving to ensure we’re agile and ready for tomorrow, today.
When you work with us, you’re protecting the reputation and legacy of a 170 year organisation and building on it. We’re driven by progress and continuously evolving to ensure we’re agile and ready for tomorrow, today.
Job Summary
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
- GBS Client Service 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 & Country CSG as required.
- GBS Client Service Manger must ensure all agents & team leader complete all mandatory learning (e-learning or otherwise) as required by WB
- GBS Client Service Manager shall adhere to their Service Level & Metrics as detailed in the “CSG Metrics Guide
- 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.
Skills and Experience
Key stakeholders*
Internal
Internal
- 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
Qualifications
Academic or Professional Education/Qualifications; University educate
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:
- 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
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.
- 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.
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