Team Leader, Client Care Centre

Job Summary
The Team Leader for the Contact Centre is responsible for leading and managing a team of Client Care Executives to deliver exceptional customer service and achieve performance targets. This role involves motivating and coaching team members to optimize their performance, handling escalated customer complaints and queries, and ensuring the efficient day-to-day operations of the call centre.

Key Responsibilities

• Work closely with team, motivating and coaching the Client Care Executives to ensure performance is optimised.
• Managing the day-to-day activities in the call centre to ensure efficient and consistent delivery of customer delight in handling all queries and other interactions with customers.
• Support team in relation to queries or problem resolution and to handle customer complaints and queries when escalated.
• Ensure attendance and staff retention targets are achieved.
• Ensure staff are adequately trained on service and products and changes in products, procedures and policies.
• Maximize sales and referral generation through the Client Care Executives by supporting and coaching them to maximise their sales targets.
• Support Senior Manager in highlighting any operational risks and areas for improvement.
• Escalate any appropriate issues to Senior Manager and/or Head of Department.

Educational Qualifications

• Bachelor's degree or Diploma in a relevant field.

Skills And Competencies

• Demonstrated ability to lead, motivate, and develop a high-performing team.
• Strong passion for customer service and commitment to delivering exceptional customer experiences.
• Proficiency in managing operational activities within a contact centre, ensuring efficiency and compliance with company policies and procedures.
• Excellent verbal and written communication skills to interact with team members and customers.
• Experience in training staff on service and product knowledge, including updates on changes in products, procedures, and policies.
• Ability to coach and support team members to maximize sales and referral generation.
• Experience in identifying operational risks and areas for improvement, and escalating issues when necessary.

Work Schedule

• 24/7 Availability: The candidate must be willing and able to work on a 24/7 basis, including weekends and public holidays, to ensure continuous support and management of the contact centre operations.

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.