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- Set targets, review results, deal with individual performance and manage delivery of KPIs
- Ensure that team meets required Targets
- Manage, motivate and train team to ensure that performance is optimized
- Ensure that team is not providing any incorrect information or mis-selling to customers
- Regular review with the team on the performance
- Assist in job performance evaluations
- Assist teams in improving Productivity
- Handle escalation
- Identify & report training needs
- Scheduling, if applicable
- Identify pain areas. Process improvement to be initiated
- Find solutions/ensure outcomes/ result orientation
- Monthly review and reporting on KRI/KPIs
- To reduce the attrition rates and maintain it within the limits prescribed by the organization
- Ensure self and team compliance with all applicable rules / regulations and group policies
- Identify pain areas. Process improvement to be initiated
- Find solutions/ensure outcomes/ result orientation
- Monthly review and reporting on KRI/KPIs
- To reduce the attrition rates and maintain it within the limits prescribed by the organization
- Ensure self and team compliance with all applicable rules / regulations and group policies
- Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
- Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
- Employ, engage and retain high quality people, with succession planning for critical roles.
- Responsibility to review team structure/capacity plans.
- Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives
- The ability to interpret the Call drivers, identify key issues based on this information and put in place appropriate controls and measures
- Responsible for assessing the effectiveness and deliver effective governance, oversight,if necessary, oversee changes in these areas;
- Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role
- Any Graduate or under graduate with 2 yrs of sales experience
- Customer Service Experience
- Communication
- Sales Exposure
Client Care Executive - Kuala Lumpur, Malaysia - Standard Chartered Bank
Description
Role Responsibilities
In charge of day to day management of team and accountable for their results
Scheduling, if applicable
People & Talent
Risk Management
Governance
Our Ideal Candidate
Role Specific Technical Competencies