Client Experience Executive UAE Nationals Only

Standard Chartered

Job Summary

Embed customer centric behavior in all transactional and operational delivery processes to ensure we build and maintain a differentiated service model that is perceived as consistently superior to competition, therein contributing to maximizing the profitability and market share for the Bank

Key Responsibilities

• Ensure completion of survey calling with our Wealth & Retail Banking (WRB) clients, within the agreed TAT (Turnaround Time) for every respective task.
• Timely & accurate reporting of survey results to Client Experience Management.
• Handle all processes, as required & assigned to the team.
• Contribute significantly towards driving people & process efficiency by providing specific actionable insights through specific themes captured during survey calling.
• Highlight any unresolved issues to Business to ensure on-time service recovery.
• Focus on improving Client Experience by asking the right questions to capture the accurate VoC (Voice of Customer), thereby helping the Bank improve the services.
• Collaborate effectively with stakeholders to rationalise non-value adds & highlight lapses observed, if any
• Effectively manage survey volumes, capture feedback diligently to make sure this helps with an appropriate analysis that can help in taking appropriate actions.
• Awareness and understanding of WRB Client Experience Client Research & Insights model and implementation of the same in the designated responsibility.
• 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.
• Lead to achieve the outcomes set out in the Bank s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters
  
  

Skills & Qualifications

• Bachelor s degree preferred
• Strong English communication
• Analytical skills
• Microsoft Office proficiency
• Customer Service