Head, Client Care Centre Sales
Standard Chartered
Taipei, Taiwan,

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 & Ideal Candidate Leadership and Culture

  • As a senior management member of the CCPL Management team, Lead by example and demonstrate the Standard Chartered Value behaviours
  • Drive the key culture attributes among the large team of telemarketing employees
  • People management and Talent

  • 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 ensure all critical functions are suitably skilled and qualified for the roles
  • To manage, motivate and develop team to improve their skills and upgrade their professionalism.
  • To maintain the enthusiasm and buzz needed to ensure the secure successful team results
  • To provide coaching, mentoring, feedback and on-the-job training to team members, where required
  • To polish and enhance staff’s sales and services skills by clinics and rounds
  • To conduct staff performance review and to facilitate the creation of Individual Learning & Development Plan.
  • To develop leader pipeline
  • Responsible for the talent and career growth for the telemarketing team
  • Hire new employees, minimize voluntary attrition
  • Scheduling capacity to ensure ability to consistent capacity management
  • Manage a large team based in two key locations - Taipei and Hshinchu
  • Products

  • To liaise with Product / Segment Heads to establish strategies and develop channel capabilities in supporting the products and client segments.
  • To manage and monitor new product program / campaign launches.
  • To monitor cross-sell performance on different products to facilitate delivery of revenue and volume targets.
  • To identify opportunities to improve workflow design for improvement of sales success rate and productivity.
  • To develop action plans for improving sales performance.
  • To help on analysing client response pattern in order to assist in future product and service development and planning.
  • Anchor Personal loans as key selling product but enabled to sell multiple products.
  • Ability to cross sell Cards, EPP, Insurance or Mortgage in a dialer environment
  • Drive the fulfilment of online sourced applicants for credit cards and personal loans
  • Lead the visually impaired team to cross sell and offer customer relevant products
  • Work with the service team and Chatbot team to offer products to inbound customers
  • Sales management

  • To ensure an effective capacity planning to define sales strategy and resources allocation in alignment with the business strategy and goals of respective products.
  • To ensure sales targets are achieved and exceeded.
  • Drive meritocracy in the organisation by ensuring periodic performance management
  • Review team and individual performance using Quintiles and Was-Is
  • Offer employees an opportunity to improve their performance with tailored plans
  • Leverage analytics and MIS to track and improve sales performance
  • Dialer management

  • Work with the dialer team to design strategies
  • Work with analytics team in implementing pricing and responder models on the dialer
  • Review key attributes and realtime MIS to track performance of teams
  • Incentive management

  • Work with stakeholders in ensuring a balanced score card for driving performance
  • Conduct training to ensure that employees understand the incentive structure
  • Process, Controls and Risk

  • To ensure that control procedures outlined in the manual or DOI are fully implemented and ensure staff compliance with the same.
  • Responsibilities relating to the direction, planning, structure, frameworks (e.g processes and policies) and oversight.
  • Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business
  • 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.
  • Responsible for the controls framework, design and its operating effectiveness
  • Ensure periodic monitoring and control effectiveness
  • Build a culture of escalation to avoid any process, policy or regulatory breach
  • Ensure the scripts are approved and adhered to. Develop test and learn to modify scripts
  • Training and Motivation

  • Employees are trained for mandatory and skill based training programs
  • Periodically work with the teams to listen to the employee voice
  • Grow the employee NPS and satisfaction scores
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