Job Listing: Telesales & Retention Executive

Company: Standard Chartered Bank Uganda
Position: Telesales & Retention Executive
Type: Full-time
Location: Kampala
Application Deadline: 14th June 2024

Job Summary

To contribute to the overall growth and development of the retail banking business through the provision of high-value relationship-based service through phone banking. This role involves supporting Standard Chartered Bank’s CVP/multi-product offering and pricing grid aimed at meeting client needs. The goal is to grow client product level holding and deliver relevant PPC increase for personal banking clients through product cross-sell and retention activities.

Key Responsibilities


  • Responsible for client retention to complement sustainable growth for the personal segment.
  • Reduce attrition and contribute to the retention of clients.
  • Close sales deals over the phone and maintain good customer relationships.
  • Ensure performance as per key performance indicators.
  • Utilize/close all leads provided and provide resolutions.
  • Clearly articulate the bank’s service vision, foster positive alignment, and continuously improve the service experience.
  • Leverage the pricing grid and negotiate with clients to stay with SCB. Understand clients’ needs and identify opportunities for service improvements, optimize channel usage, product solutions, utilization, and cross-sell where possible.


  • Ensure quality service delivery during outbound activities within stipulated processes and governance.
  • Utilize metrics and agreed service standards to drive decisions and improve operational service excellence.

People & Talent:

  • Contribute to a positive team environment and collaborate with colleagues to achieve business objectives.

Risk Management:

  • Adhere to controls and comply with SCB Management and Risk Policy.


  • Ensure compliance with all V&V governance requirements.
  • Adhere to cancellation & reversal budgets using the approved retention grid/retention offers.
  • Adhere to TAT for closure of requests and fund reversals.
  • Process loan e-statements.
  • Follow controls and checks at all times.

Skills and Experience

  • Stakeholder management
  • Negotiation & bargaining
  • Communication & interpersonal skills
  • Relationship management


  • Undergraduate University Degree or Associate Diploma in Banking or equivalent.
  • Minimum of 5 years banking experience, with at least 2 years in customer service and a good understanding of sales and client engagement.
  • Thorough knowledge of the bank’s products, services, and delivery channels.
  • Thorough knowledge of the bank’s procedures and policies.
  • Thorough knowledge of local banking regulations and statutory requirements.
  • Computer literate, with the ability to maintain and update customer databases.

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 and Values

  • Do the right thing: 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.
  • Better together: Inclusive, see more good in others, and work collectively to build for the long term.

What We Offer

  • Competitive salary and benefits to support 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), with a minimum of 30 days combined annual and public holiday.
  • 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 various self-help toolkits.
  • A continuous learning culture to support growth, with opportunities to reskill and upskill and access to physical, virtual, and digital learning.
  • Being part of an inclusive and values-driven organization that embraces and celebrates diversity, where everyone feels respected and can realize their full potential.

How to Apply

Interested candidates can apply here by 14th June 2024.

Standard Chartered Bank Uganda – Jobs in Uganda
Industry: Banking
Location: Kampala



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