Scope International, a wholly owned subsidiary of Standard Chartered Plc., United Kingdom, is the first Global Shared Services Hub of an international bank in Malaysia.
Established in 2001, Scope International Malaysia is a strategic partner to the Standard Chartered Bank through the provision of a wide range of services from software and systems development, wholesale and consumer banking operations, as well as I.T. and Helpdesk services in over 70 countries worldwide. The company’s International Software Centre Malaysia (ISCM) is the largest software development centre in Malaysia. An MSC-status company, Scope International Malaysia currently employs over 2,200 staff.
Standard Chartered Plc., listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100 by market capitalisation. The London-headquartered Group employs 75,000 people comprising 125 nationalities with branches in over 70 countries and has operated for over 150 years in some of the world’s most dynamic markets in Asia, Africa and the Middle East. The Standard Chartered Group’s Global Shared Services Centres (GSSC) are located in Malaysia, India and China
Service Quality and Re-engineering
Selangor – LYL PJ
• Understand customer segments and country-wise product focus to drive customized initiatives
• Drive high impact coaching techniques to enhance frontline performance as per Scorecard requirements
• Conduct agreed number of call evaluations with focus on feedback and improved performance month on month.
• Enable frontline to improve FTR metrics
• Collect voice of customer by implementing various survey roll-outs to identify areas of improvement.
• Meeting/Exceed VOC Score benchmark for each of the processes
• Create and follow through action plan to improve customer experience
• Grooming of existing coaches and facilitate certification of coaches
• Maintain an efficient coach : agent ratio
• Constantly raise the performance standards by periodically reviewing the call quality benchmarks
• Support first line supervisors in coaching the frontline.
• Enhance processes across customer care unit to improve speed of resolution.
Re-engineering
• Identify areas of improvement in processes thereby reduce AHT, enhance FCR, reduce call abandonments etc
• Design processes to provide accelerated resolution and increased service levels
• Focus on reducing non-value added processes
• Give regular feedback to the QA and training team for process improvements and inclusion in coaching sessions and training modules
• Enhance risk controls and exposure to the organization by building processes that mitigate employee and customer fraud
Knowledge Management
• Institutionalize a sustained approach to capturing and hold repository of updated information on country products, process, customer details in electronic form/portals/DOIs
• Periodic review and update of information that is easily accessible to the frontline
• Upkeep of information that is easily understandable by the frontline.
Campaign Management
• Design a working rhythm/service level agreements with the respective country spocs in engaging early regarding upcoming campaigns to manage scheduling and call volumes
• Ensuring that frontline is well-equipped/trained to meet the demands of the campaigns
• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Business Studies/Administration/Management, Commerce, Economics, Finance/Accountancy/Banking, Human Resource Management or equivalent.
• At least 8 year(s) of working experience in the related field is required for this position.
• Applicants must be willing to work in LYL PJ.
• Preferably Senior Managers specializing in Banking/Financial Services or equivalent.
• Full-Time positions available.
Interested candidates are encouraged to apply online or e-mail your application to
KL-GSSC.Recruitment@my.standardchartered.com
Only short listed candidates will be notified.
All applications will be treated strictly private and confidential.
Application deadline on 21-12-11.
