Service Quality Manager
Standard Chartered Bank
Hong Kong, Hong Kong, Asia

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.

This in turn helps us to provide better support to our broad client base. The Role Responsibilities


  • Awareness and understanding of the Group’s business strategy and model appropriate to the role.
  • Business

  • Awareness and understanding of the wider business, economic and market environment in which the Group Operates.
  • Ensure the team is adhering to our service standard and agreed actions for improvement.
  • To enhance the overall Client Experience by improving the overall quality and performance of the frontline workforce through coaching methodology.
  • Ensure information about country, product and process are readily made available.
  • Drive the team to provide high impact coaching techniques to enhance frontline performance as per Scorecard requirements.
  • Communicate and coordinate with the team on Global / Group guidelines and standards.
  • Processes

  • Accountable for implementation of processes and controls initiated by Business Head & Group.
  • Monitor the complaint management.
  • Create and follow up with team on their action plans to improve customer experience.
  • Conduct regular call monitoring and provide feedbacks to improve the performance.
  • Ensure the team is using high standard coaching techniques to enhance frontline performance as per scorecard requirements.
  • Ensure the team to meet the VOC Score benchmark for each of the processes.
  • Make sure the team provide sufficient training to frontline to meet the demands of campaigns.
  • Review the processes to improve the speed of resolution.
  • Perform regular update to Partner Manager for reviewing the performance of the team.
  • Make sure the team is using a proper way to capture and hold repository of updated information on country products, process, customer details.
  • Review the DOI time to time to ensure the team adhere to the guidelines.
  • People and Talent

  • Continually strive to share key relevant knowledge and learnings with others across the team.
  • Provide design and or process specific coaching to newer or less experienced members of the team.
  • Lead through example and build the appropriate culture and values, embedding a high level of team engagement.
  • Risk Management

  • Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
  • All responsibilities under the Risk Management Framework.
  • Governance

  • Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas;
  • Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

    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.

  • Lead the Client Care Centre to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients;
  • Effective Financial Markets; Financial Crime Compliance; The Right Environment.

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Follow the rules and regulation of Local Regulators.
  • Understand, acknowledge, and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies.
  • Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
  • Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank.
  • Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections.
  • Cooperate with any investigations or reviews on regulatory failure such as accountability review
  • Properly perform the duties on management and ensure the effectiveness of internal control.
  • Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and / or leadership.
  • Be responsible for significant losses due to failure of effectiveness of internal control.
  • Key Stakeholders

  • ED & Head, Voice & Virtual, HK
  • Partner Manager
  • Other Responsibilities

  • Embed Here for good, Group’s brand and the 3 valued behaviours in team.
  • Perform other responsibilities assigned under Group, Country, Business or Functional policies and Procedures.
  • Our Ideal Candidate

  • Communication & Interpersonal skills
  • Customer Orientation
  • Analytical skills
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