Client Centre Exec-Service

  • Competitive
  • Petaling Jaya, Malaysia Petaling Jaya MY
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 20 Sep 18 2018-09-20

Client Centre Exec-Service

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.

The Role Responsibilities
Average Handling Time below 320 sec and not higher than 340 sec.
Average Talk Time below 260 sec and not lower than 150 sec
Description: Business generation (S2S)
Ensure achievement of > 45% IVR termination by end of the year.
VAS should be done on every call and will be validated by SQ & TL.

Apply now to join the Bank for those with big career ambitions.
Productivity Standards (Performance):20%

Description: Productivity

Measures and Targets:
Achieve Rating of at least minimum '70' on overall Scorecard.
All requests / investigations on behalf of clients/colleagues to be raised within same day.
Utilization of 80% and above
Contribute to Client Care Centre service standards of 90% or better service level & 2% or less abandon rate on all inbound calls.
Ensure Monthly KPI standard is met for Productivity, Customer Experience and Strategic Focus.
Productivity Standards to be met on Center Target %
Customer Experience (FCR Outbound Survey) to be met on Center Target %.
Strategic Target to be met via VAS offering by Center Target %
S2S to be met based on Center Target % via cross selling.

Service Quality (Efficiency): 20%

Description: Quality

Measures and Targets:
Achieve Service Quality Health Check of 90% & above.
Achieve Call Care average rating of 90% & above.
Have not more than 1 EOD in a year.
Achieve Zero Rejection of Service Request raised.
FLC closure rate of 75% and above.
Call & Task Logged must be above 100% via CEMS
Cross selling of services and products (S2S) to meet Strategic Focus on Center Target (MYR)
- Attain S2S targets (NSR/Volumes etc.) as laid out in the scorecard
- Ensure that S2S offer is pitched on at least 70% of eligible calls
- Additional point for Sales Palette markets - Pitch products in line with eligibility as displayed in S2S palette and update dispositions
Taking ownership and ensure 100% follow up on all client related issues.
Ensure to provide fast, timely and accurate information to all clients enquiry
Ensure all waive fees & charges based on assigned criteria & limits according to frontline financial empowerment matrix/grid.

Risk Management (Organisational Effectiveness) :10%

Description: Risk

Measures and Targets:
Achieve 100% compliance to relevant operational procedures.
Zero operational loss.
Proper verification of clients per standard specified in workflow before releasing any information over the phone.
Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank
Ensure complete mandatory learning hour and full and on-time completion for all mandatory e-learning programmes assigned by Group.
Practice Clean desk policy
Warning letters issued for any misconduct or inactions specified by the job objectives

Team and Working Relationships (Client Relationships):10%

Description: Team work

Measures and Targets:
100% Adherence to duty roster and no late coming.
Proper handover of outstanding cases, ease of retrieval when on off days/vacation.
Build Customer Loyalty, measured by the Bank increase in the Customer Loyalty score (thru IVR Survey)
Work closely with other units (E-Channels, Training, SQ, CCU, CRT, Branch RM and etc) to minimize service shortcoming.
Generate Higher Revenue/Sales for MY Call Center (thru referrals and cross sells - should there be such an initiative)
Exceptional Customer Experience (Measure by CSS, EOD, Ops Loss, Compliment, SLA, Abandon Rate)
Ensure core leave is planned and taken on a yearly basis.

Constructive Contribution & Self Development: 10%

Description: Self Development and Contribution (People, Culture & Conduct)

Measures and Targets:
Contribute at least 3 improvement ideas.
Accurate tracking of call nature through CEMS.
Attend and participate actively in meetings/briefings.
Well versed in operational procedures and Call Center workflows.
Good product knowledge and promotional campaigns.
Attend at least 5 manned days of training per year (inclusive of inhouse training sessions).
Participate at least in 2/3 charity/voluntary events

Business generation targets: 30%


Measures and Targets:
Meet revenue generation target (both self closure and referrals) as agreed and in-sync with Scorecard communication.
Average Service To Sales productivity at minimum RM100,000
Meeting Service to sales pitch rate above 80% average.
Channel Migration - E -Reg or Online Banking, SMS Banking, E-Statement as per assigned by Unit Head).