Team Leader, Business Banking – West

Strategy

• Create a Service Culture and ensure a superior Service experience for our customers
• S2B Domain Knowledge is a must to facility Digitization
• Ensure Digitization - Migrate customers to online and automated platforms
• Effective Complaint and escalation Management
• Ensure Process Simplification and TAT adherence
• Achievement of the stated priorities
• Effective Team Management

Business

• Servicing the BB /HVSB /ME for their end to end banking requirements.
• Ensure Digitization - Migrate customers to online and automated platforms (S2B, A2, Info-manager, E-alerts, E-statements etc)
• Ensure Process Simplification and TAT adherence.
• S2B Domain Knowledge is a must to facilitate Digitization

Processes

• Trade Processes: Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc. Communicate disposal instructions to Trade/ Payments units
• Non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updating, forex transactions, current account, lending accounts etc. Communicate disposal instructions to Trade/ Payments units
• S2B domain and process knowledge
• Increase scores of NPS and other customer satisfaction surveys
• Migrating customers to right channels for various trade/cash requirements
• Define seamless processes requiring minimal manual intervention
• Work closely with the Service delivery teams to ensure excellent service to the Corporates. Liaison with all internal units to ensure SLA / TAT’s is maintained.
• Review service gaps and process to meet customer expectation.
• Handle Complaint/Escalation process

People and Talent

• Drive and monitor performance of the team. Ensure continuous performance management – undertake regular performance conversations with each team member and support on performance challenges
• Encourage team members to identify and drive opportunities to challenge status quo towards delivering the Bank’s vision and priorities

Governance

• Ensure good audit ratings in all internal/external audits, Group Audits.
• Adherence to regulatory and internal guidelines
• AML/CDD guidelines along with Group code of conduct
• Ensure Audit awareness

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.

Key Stakeholders

Sales team ,Trade Unit , Payments team , Operations team , Products , Branch Banking and others

QUALIFICATIONS:

• Having a strong knowledge of Trade , S2B and prior working experience of servicing Business Banking customers
• Leadership qualities to lead a team and handle a region.