Team Leader, Client Centre for SG Market

Job Summary

As a Team Leader at Price Solutions's Client Centre in Petaling Jaya, you will play a pivotal role in driving our telesales performance, working closely with Senior Management to develop and implement effective sales and service strategies. This position requires a proactive and results-driven individual capable of motivating and managing a sales team to consistently meet and exceed targets in disbursals, volume, and customer engagement. You will oversee daily operations, ensuring adherence to sales processes and high-quality customer interactions, while fostering a team culture centered on excellence, integrity, and collaboration

Your responsibilities will also include coaching Client Centre Executives for continuous improvement, managing staff retention through rewards and development initiatives, and upholding the bank’s values, conduct principles, and regulatory requirements. You will serve as a key driver to maintain fair client outcomes, ensure effective financial market operations, and uphold financial crime prevention standards. Your strategic insight will gear the team toward meeting revenue and profitability budgets while maintaining a competitive edge by monitoring industry trends and competitors.

With an unwavering commitment to operational excellence, you will lead by example, ensuring the team delivers exceptional customer service and resolves complaints effectively within established turnaround times. This role requires an individual adept at balancing strategic sales planning with hands-on team empowerment, fostering an inclusive environment where every team member's contribution is valued and growth is supported.

Key Responsibilities

Sales Operations Management

• Develop, execute, and monitor detailed sales activity plans that align with business objectives and sales targets.
• Conduct rigorous tracking, evaluation, and analysis of sales performances compared to budgets and KPIs, employing insights to drive continuous improvement.
• Ensure strict compliance with Standard Chartered’s sales processes and group policies, mitigating risk and upholding the highest ethical standards.
• Lead initiatives to enhance sales program efficiency by actively gathering and sharing feedback on sales processes and system functionalities.
• Manage resolution workflows for customer complaints and feedback, ensuring rapid and satisfactory outcomes that enhance client trust and loyalty
  
  

Team Leadership and Talent Development

• Build and maintain a sales team that is adequately staffed, motivated, and equipped with the skills necessary to achieve individual and collective sales goals.
• Provide ongoing coaching, mentoring, and performance management to promote professional growth and team cohesion.
• Recognize and reward exceptional performance to foster staff retention and a positive workplace culture
  
  

Risk, Governance, and Compliance

• Champion corporate governance practices within the sales team, ensuring adherence to company policies, regulatory standards, and risk management frameworks.
• Regularly assess the effectiveness of governance controls, implementing improvements where necessary to maintain robust oversight.
• Engage proactively with local regulators and internal stakeholders to address compliance concerns transparently and cooperatively.
  
  

Office-based, full-time position located in Petaling Jaya, Malaysia, offering a dynamic and supportive work environment with a strong emphasis on teamwork and professional development.

Our Ideal Candidate

Our ideal candidate is a dynamic and motivated individual with proven expertise in leadership and people management within sales environments. They have excellent proficiency in Microsoft Office tools to facilitate reporting, communication, and sales analysis.

Key Attributes Include

• Strong leadership skills with the ability to inspire, direct, and develop a high-performing sales team.
• Demonstrated ability in managing team performance, fostering continuous improvement, and empowering individuals to achieve their potential.
• Exceptional communication skills to provide clear guidance, feedback, and motivation across all levels of the organization.
• Focus on continuous improvement mindset, always seeking innovative ways to enhance sales processes and customer interactions
  
  

The candidate should be adept at navigating complex environments with a strategic mindset, combining operational rigor with empathetic and inclusive team leadership. Experience in managing customer-focused telesales operations and a commitment to upholding ethical standards and compliance are essential.

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.