Senior Manager, Client Centre

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Senior Manager, Client Centre

senior · Retail & Commercial Banking

Job Summary

We are seeking a dynamic and experienced Tele sales Team Leader/Senior Manager to spearhead our outbound sales efforts and drive customer acquisition. This role involves leading a high-performing tele sales team to cross-sell products while ensuring exceptional customer service. The successful candidate will collaborate closely with the Director, Business Development, Personal Banking to develop and execute strategic sales and service initiatives aimed at surpassing targets. Additionally, the role demands a thorough understanding of market trends, competitor activities, and strict adherence to all relevant standards and regulations.

About Wealth and Retail Banking:

Wealth and Retail Banking (WRB) serves more than 11 million clients in many of the world’s fastest-growing markets. Our client continuum spans from Mass Retail to Affluent, including high-net worth clients served by our Private Bank. We leverage digital banking channels with a human touch to provide clients with differentiated products and services such as deposits, payments, financing, wealth management and personalised advice. We also support small business clients with their business banking needs.

Key Responsibilities

• Lead the outbound client centre team in acquiring new customers through effective telesales calls.
• Drive the team to cross-sell the bank products while ensuring superior customer service.
• Collaborate with the Head of Client Centre to develop and implement strategies to achieve sales and service targets.
• Meet targets related to disbursals, volume, number of customers, and segment mix.
• Maximize the bank market share through excellent customer service and understanding customer needs.
• Stay informed about market trends and competitor offerings, providing continuous feedback for improvement.
• Ensure compliance with Group Policy and Standards, KYC, FAA, local laws, and other bank controls and procedures.
• Meet additional performance targets such as referrals to other business units, customer referrals, and customer-needs analysis.

Skills and Experience

• Proven experience in outbound sales and in a managerial or leadership position, preferably in the banking or financial services industry.
• Strong leadership skills with the ability to motivate and drive a team to achieve targets.
• Excellent communication and interpersonal skills.
• Ability to develop and implement effective sales and service strategies.
• In-depth understanding of market trends and competitor offerings.
• Strong customer service orientation and ability to understand and meet customer needs.
• Knowledge of compliance requirements including Group Policy and Standards, KYC, FAA, and local laws and regulations.
• High level of integrity and professionalism.

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.