Head - Affluent Service, Sales and Retention, V&V India

Job Summary

Key Responsibilities

Manage teams/COE to deliver on key performance matrix. Encourage, Empower and guide team leads for achieving the business goals in Affluent , Sales and Retention Units.

Key Responsibilities – Operations

• Supervise the team to ensure consistent delivery of customer delight relating to queries or problem resolution

• Focus to meet the KPI target

• Maintain the cost of the unit within acceptable limits

• Handling escalation

• Tracking the accuracy and timely MI

• Cost and resource tracking and allocation

• Draw up initiatives and system changes that can bring about change in customer usage and behavior patterns thereby increase service / revenue

• Draw up action plans and champion Business initiatives that impacts service, sales and cost.

• Assist other units and businesses in projects and strategic initiatives that impact the unit and help in seamless delivery of KPI

• Ensuring SLA’s are met for all service delivery aspects

• Ensuring high engagement levels in the team.

• Monitor performance against standards and provide feedback to staff and customers

• Manage, motivate and train staff and team leaders to ensure performance is optimized. Train staff on service and products and changes in products, procedures and policies.

• Work with the unit manager to review staffing requirements to match the workflow requirements

• Identifies opportunities for improvement and makes constructive suggestions for change.

• Inspires coworkers to attain goals and pursue excellence.

• To reduce the attrition rates and maintain it within the limits prescribed by the organization

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.

• 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)

Key stakeholders

• Country Teams , Segment Teams and Operations Unit Teams

Skills and Experience

• Customer Experience

• Sales

• People Leader – experience handling large teams

• Stakeholder Management Skills

• Excellent Communication Skills

• Critical Thinking

Qualifications

• Graduate / Post-graduate degree in business management

• Minimum 4-8 years of banking experience with a majority of that time in Sales & Marketing / Operations / Collection (as applicable)

• Extensive knowledge of banking operations & process management

• Excellent analytical skills to analyse data points

• Strong “people management skills"

• High on influencing and negotiation

• Strong analytical and communication skills

• Excellent verbal and written communication skills

• Exceptional time management skills

• Excellent Stakeholder management

• Proficient in basic MS Office applications especially MS excel, MS PowerPoint & MS Word

• Knowledge of banking business/financial services

• Strong interpersonal skills, influencing and coaching skills

• Good problem solving and quick decision making skills

• Ability to meet and delivered within tight deadlines

About Standard Chartered

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.

Recruitment Assessments

Visit our careers website www.sc.com/careers

Industries:Banking, Financial Services, Sales