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
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
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
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
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