Gap Analysis:
- Conduct regular reviews of existing call centre systems and processes to identify potential operational gaps and inefficiencies.
- Collaborate with cross-functional teams to implement improvements and streamline procedures for enhanced customer service.
Documentation and Reporting:
- Maintain detailed records of customer interactions, ensuring accuracy and compliance with investment banking regulations.
- Generate reports on operational performance, highlighting areas of improvement and presenting recommendations to management.
Training and Development:
- Participate in training programs for call centre staff to ensure a consistent and high standard of customer service.
- Contribute insights to the development of training materials, focusing on addressing identified operational gaps.
Continuous Improvement:
- Stay informed about industry trends, regulatory changes, and emerging technologies to propose innovative solutions for enhancing call centre operations.
- Actively participate in team meetings to discuss challenges, share best practices, and contribute to a culture of continuous improvement.
Core Competencies
The following Core competencies are the skills, knowledge and behaviours expected of an employee at Standard Investment Bank:
- Maximizing Resources – Builds and leverages infrastructure, knowledge and networks
- Empowerment – Empowers customers, employees, shareholders and society
- Care and Protection – Demonstrates care and protection to customers, employees, shareholders and society
- Communication Skills – Communicates proactively, clearly, timely, consistently, completely and professionally – in written and oral forms to both internal and customers
- Initiative & Confidence – Generates and shares new ideas that add value to SIB and looks at different ways to solve problems and address difficulties
- Teamwork – Contributes fully to team effort and plays an integral part in the smooth running of teams without necessarily taking the lead
- Sector Acumen – Has a good understanding of the sector environment and the impact their behaviour has on co-employees, service delivery to customers and SIB’s reputation
- Respect – Treats colleagues and customers in a manner which demonstrates integrity, honesty, fairness and value for other people’s time
