Senior Client Care Executive - Sales MIS-2400005276

JOB PURPOSE:

• Reporting to Team Leader Inbound Sales, the position is responsible for X selling the different products of the Bank of the contact centre
• Officer would be a part of Inbound Sales team of India
• Sales Targets to be met in terms of Products, MIX, Value and fees 

RESPONSIBILITIES

• Stakeholder management.
• Agent interaction and training.
• Call listening to improve pitch rate.
• Support in handling and removal of DND clients from the base to avoid multiple promotional communications.
• Data analysis of campaign already triggered.
• Call listening for frontline agents and doing a check on sales pitch.
• Driving pitch rate for the products sourced in CCC
• Analysing training needs in case of low pitch or BQM (0<5%) lead generators 
• Following up on set up MIS for Standing instruction, bill pay, home loan, PA CC and PQ CC, any other products which are not closed at CCC.
• Driving any Tactical campaigns running at the time like gamification, Amazon contest etc., 
• Training agents for sales basis analysis done.
• Making sure all the SMS and EDM’ s is accurate and sent on time.
• Be updated with new offers being released and acknowledge CIB. 
• Finding new ways to make use of lead generated (could be rechurning the leads, or effectively lead generation methods)
• Sales related MIS’s to be sent on time.
• Any Adhoc sales related activity to be picked up and handle diligently.
• Checking if S2S MIS is getting updated regularly. Scorecard MIS is getting updated regularly (sales metrics only- unless asked otherwise)
• Reviewing campaign’s yield and goodness periodically 

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead  to achieve the outcomes set out in the Bank’s Conduct Principles

Other Responsibilities

• Embed Here for good and Group’s brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

• Graduate

Role Specific Technical Competencies

• Graduate
• Basic computer skills
• Customer service expertise 
• Prioritization skills 
• Organizational and leadership skills
• Uncompromising approach to customer service and problem resolution
• Team Leadership and Interpersonal skills
• Strong communication skills including good grammar and articulation
• Strong analytical skills
• Strong Presentation skills
• Positive, polite, cheerful and courteous
• Ability to work under pressure and multitask
• Manage conflicts and solve problems
• Good listening and sales skills
• Direct calls.
• This MIS is about the number of calls received in each sales DID line and how many were answered and abandoned.
• Abandoned data 
• This MIS is about abandoned data specific to each product.
• Call handled Vs abandoned
• This MIS is about how many calls were handled by sales DID lines specific to frontline and IBS team.

About Standard Chartered