Team Leader, Client Care Centre

Standard Chartered; Petaling Jaya; On-site; MYR 60,000 - 85,000; Full time

Job summary

A leading international bank seeks a Team Leader for the Contact Centre in Petaling Jaya. This role involves managing Client Care Executives to deliver outstanding customer service and meet performance targets. The ideal candidate has strong leadership, a passion for customer service, and experience in contact centre management. This position offers a competitive salary, flexible working options, and a comprehensive benefits package.

Benefits

Competitive salary

Flexible working options

Comprehensive wellbeing support

Continuous learning culture

Annual and public holiday leave

Qualifications

• Proven ability to lead and manage a high-performing team.
• Strong commitment to delivering exceptional customer experiences.
• Experience managing operations in a contact centre environment.
• Excellent verbal and written communication skills.
• Experience in training staff on service and product knowledge.
• Ability to coach team members for sales maximization.
• Experience in identifying operational risks.

Responsibilities

• Lead and manage a team of Client Care Executives.
• Ensure efficient and consistent delivery of customer service.
• Handle escalated customer issues and complaints.
• Achieve attendance and staff retention targets.
• Train staff on service and product knowledge.
• Support sales and referral generation.

Skills

Leadership and motivation skills

Customer service passion

Operational management proficiency

Excellent verbal and written communication

Training staff experience

Coaching and support abilities

Risk identification experience

Education

Bachelor’s degree or Diploma in a relevant field

Job description

Job Summary

The Team Leader for the Contact Centre is responsible for leading and managing a team of Client Care Executives to deliver exceptional customer service and achieve performance targets. This role involves motivating and coaching team members to optimize their performance, handling escalated customer complaints and queries, and ensuring the efficient day-to-day operations of the call centre.

Key Responsibilities

• Work closely with team, motivating and coaching the Client Care Executives to ensure performance is optimised.
• Managing the day-to-day activities in the call centre to ensure efficient and consistent delivery of customer delight in handling all queries and other interactions with customers.
• Support team in relation to queries or problem resolution and to handle customer complaints and queries when escalated.
• Ensure attendance and staff retention targets are achieved.
• Ensure staff are adequately trained on service and products and changes in products, procedures and policies.
• Maximize sales and referral generation through the Client Care Executives by supporting and coaching them to maximise their sales targets.
• Support Senior Manager in highlighting any operational risks and areas for improvement.
• Escalate any appropriate issues to Senior Manager and/or Head of Department.

Educational Qualifications

• Bachelor’s degree or Diploma in a relevant field.

Skills and Competencies

• Demonstrated ability to lead, motivate, and develop a high-performing team.
• Strong passion for customer service and commitment to delivering exceptional customer experiences.
• Proficiency in managing operational activities within a contact centre, ensuring efficiency and compliance with company policies and procedures.
• Excellent verbal and written communication skills to interact with team members and customers.
• Experience in training staff on service and product knowledge, including updates on changes in products, procedures, and policies.
• Ability to coach and support team members to maximize sales and referral generation.
• Experience in identifying operational risks and areas for improvement, and escalating issues when necessary.

Work Schedule

• 24/7 Availability: The candidate must be willing and able to work on a 24/7 basis, including weekends and public holidays, to ensure continuous support and management of the contact centre operations.

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.