Service Manager
- Standard Chartered
- 1 - 4 Years
- Kolkata
- 3 years ago
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Job Description
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
JOB ROLE:
- 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.
KEY RESPONSIBILITIES:
- 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 within standard turn around time in order to satisfy customer needs
- Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
- Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
- Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
- 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 as per applicable guidelines
- Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
- Contribute to branch performance through referrals, efficient customer service, effective operations controls
- He/She is aware of bank&rsquos Mis-selling & Sales Policies and ensure adherence all the times.
- Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & 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. Branch upkeep and maintenance
- Responsible for health and safety 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
KNOWLEDGE/SKILLS/EXPERIENCE:
- Graduate/ Post Graduate
- Customer Orientation and service focus
- 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
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.
Employement Category:
Employement Type: Full timeIndustry: Banking
Functional Area: Banking
Role Category: National Sales Manager
Role/Responsibilies: Service Manager
Contact Details:
Company: Standard CharteredLocation(s): Kolkata
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