Standard Chartered Hiring for Customer Service Manager at Chennai Full Time

Strategy

• Ensuring high quality customer service, ensuring internal and external compliance on all branch transactions, handling difficult customer situations and leading the overall service agenda for the branch.

Business

• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions and highlight the same to sales staff

Processes

• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received for branches through COMMAND.
• Gather/prepare statistics for service quality and productivity indicators
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Find ways to improve operational efficiency and control costs to meet cost budgets
• Ensure transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
• Responsible for general reconciliation and control activities
• Be multi-skilled to handle all kinds of transactions and services in the bank

• Manage attrition of the base
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, Know Your Customer & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

• Premises management in areas of merchandising, housekeeping as well as store management as an employee, you are responsible for working with the Bank to ensure a safe and healthy workplace for all. As part of the Health and Safety guidelines you should:

• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions;
• Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk;
• Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents; and Bring to the attention of the management any hazard in the workplace

People and Talent

Risk Management

• He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
• Educating customers about direct banking channels so specific transactions can be migrated to net banking, phone banking, ATMs, etc.
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, Know Your Customer and Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

Governance

• He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
• Educating customers about direct banking channels so specific transactions can be migrated to net banking, phone banking, ATMs, etc.
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, Know Your Customer and Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

Regulatory & Business Conduct

• Premises management in areas of merchandising, housekeeping as well as store management As an employee, you are responsible for working with the Bank to ensure a safe and healthy workplace for all. As part of the Health and Safety guidelines you should:

• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions;
• Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk;
• Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents; and Bring to the attention of the management any hazard in the workplace

• Graduate/ Post Graduate
• Anywhere between 1 – 4 years of overall experience
• Banking knowledge
• Understanding of front and back office processes and procedures
• Good Interpersonal Skills
• Strong Communication Skills
• Team-playing ability
• Customer and Service Orientation