In Scope International Chennai, we have opportunity for Team Leader - Phone Banking Unit.
Please find below JD for your perusal.
If interested please forward your updated resume to the following mail id MohammedFaizal.Zulfiquar@standardchartered.com
Job Description
Key Responsibilities
•Deliver world-class 24 hour one-stop customer service.
•Accountable for meeting customer service standards, assigned targets for the department, CSR’s and self.
•Resolve customer escalations of queries / complaints in an efficient and timely manner as per SAL.
•Take charge of staff call monitoring. Motivate, coach and develop CSR’s to ensure they deliver the expected level of service to all our customers.
•Process card maintenance transactions as per delegation.
•Ensure compliance in all work processes and review for continuous improvements.
•Deliver world class customer servicing embracing the bank’s values (Courageous, Responsive, International, Creative and Trustworthy)
•Deliver a consistent Service Excellence experience to customers.
•Establish effective relationships with customers.
•Give customers a positive impression of themselves and the Standard Chartered Bank
•Promote additional products and service to customers.
•Candidate should be a Graduate.
•Candidate should have 3-4 years of work experience, and at least 18 months in a Team Leader role.
•Candidate should have excellent command over English & Hindi.
•Candidate should have a neutral accent. (No Mother Tongue Influence).
•Candidate should be flexible for shift’s and comfortable to work all days of the week (No fixed days off-any2 days of the week will be given)
•Candidate should have a back ground in banking.
•Team Leaders with prior experience managing a Phone Banking Center are preferred or candidate have experience in Banking Voice Project are also preferred.
About Scope International
Scope International is the Global Shared Service Centre of the Standard Chartered Group, which is a pioneer in off-shoring knowledge-based services in the banking industry. The company was incorporated in 2000 and commenced actual operations in Chennai from 2001. In a span of about six years, Scope has grown from zero to nearly 6000 employees and today constitutes about 9% of Standard Chartered Group’s global workforce. It services more than 50 countries of the Group and processes over 80 million transactions a year in banking operations alone. Scope International is housed in world-class facilities across five campuses in Chennai. Its flagship, Scope Centre, is in the heart of the city and stretches across nearly 6 acres of prime real estate space. Scope International has robust disaster recovery practices; it has an 800 seat disaster recovery site about 35 km away from its main centre. We are passionate about our customers’ success, delighting them with the quality of our service. By consistently enhancing our service excellence, we aim at creating greater customer engagement and loyalty.
At Scope, we are proud of our young and passionate team of professionals from varied backgrounds. The average age in Scope is 29 with a male female ratio of 69 to 31. Our employees are nurtured with innovative HR practices and learning and development opportunities. The national surveys, the Hewitt `Best Employers in India’ 2007 and Grow Talents `Great Places to Work’ 2006 placed us among top 10 and top 15 companies respectively in the country. These are testimony to the kind of ambience and work culture we have created to foster greater levels of employee satisfaction. Earlier in the year, Scope has also won the Indiatimes Employer Branding Awards 2007 for Innovation in Recruitment.
MohammedFaizal.Zulfiquar@standardchartered.com
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