Job Summary
• The Head, Operations Excellence is a Global Centre of Excellence (COE) role responsible for defining and governing how operational performance, service quality, risk and workforce management are consistently delivered across WRB Contact Centres globally.
• The role sets the enterprise standards, frameworks and controls that underpin contact centre operations, and ensures markets execute against these expectations through structured governance, performance oversight and targeted intervention.
• Working in close partnership with the AI Management & Insights and Expert Knowledge Coach COEs, the role uses data‑driven insights to identify performance gaps, address systemic issues and drive sustained improvements in execution quality. It enables markets to deliver agreed commercial, operational and experience outcomes, while maintaining clear ownership of local performance.
• Overall, the role ensures consistent, scalable and well‑controlled operations across markets by combining clear standards, disciplined governance and timely intervention to improve outcomes at scale.
Key Responsibilities
Global Operational Standards and Frameworks
• Define, own and continuously evolve global operational standards and frameworks for WRB Contact Centres, ensuring consistent expectations across all markets.
• Establish enterprise standards across key operational domains, including:
• Service quality standards and frameworks, covering quality assurance models, performance thresholds and experience expectations.
• Risk and control monitoring standards, ensuring consistent identification, escalation and mitigation of operational and conduct risks.
• Security standards, including global authentication and access controls, aligned to Group security and regulatory requirements.
• Workforce and capacity management standards, covering planning, demand forecasting, resource deployment and utilisation.
• Ensure standards are scalable, auditable and designed to support regulatory compliance, operational resilience and high‑quality customer outcomes.
Governance and Adherence to Standards
• Establish governance mechanisms to monitor and assess market adherence to global operational standards and frameworks.
• Identify deviations, control gaps or deterioration in execution quality through structured reviews and performance monitoring.
• Guide markets back to target parameters by clarifying expectations, reinforcing standards and providing direction on corrective actions.
• Lead interventions to address systemic or recurring issues, focusing on root‑cause resolution rather than local or short‑term fixes.
Performance Oversight and Operational Intervention
• Own the enterprise operational excellence model that enables consistent delivery of commercial, business, operational and experience outcomes across markets, using common standards, tools and frameworks.
• Provide oversight of service quality performance by ensuring consistent application of service quality checks and assurance mechanisms across
Virtual RM (VRM) operations.
• Monitor workforce utilisation and resource loading at an enterprise level to identify capacity pressures, inefficiencies or execution risks.
• Identify VRM capability or performance gaps that require intervention, ensure these are translated into clear actions for enablement or corrective support, and track execution of agreed actions.
• Oversee demand and supply dynamics across contact centres, ensuring markets operate within defined capacity and performance frameworks while retaining ownership of local delivery decisions.
People and Talent (for People Leader roles only)
• Set direction and drive high performance by translating strategy into clear direction, aligning individual goals to team outcomes and providing regular, constructive feedback.
• Develop talent and capability through coaching and career conversations that build critical skills, stretch potential and prepare individuals for future opportunities.
• Lead by example by role-modelling the Bank’s valued behaviours, upholding strong risk and conduct standards, exercising sound judgment, and creating an inclusive team culture that supports wellbeing, values diverse perspectives, and drives accountability.
Risk Management, Governance, 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 function/ team/ business 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.
Skills and Experience
Must-have Skills
• Strategic Mindset
• Process & Performance Management
• Workforce Management
Other Skills
• Customer Experience, Behaviours and Preferences
• Quality Assurance & Coaching
• Collaboration
• Enterprise Leadership
• Transformation & Problem-Solving
• Decision Quality
Qualifications
Key Experiences
• Experience in process and performance management within contact centre, service operations or similarly complex operational environments, with accountability for quality, capacity, risk or performance outcomes.
• Experience leading or contributing to large‑scale or multi‑market transformation initiatives, translating strategy into sustainable operational standards and improvements.
Certifications / Qualifications (only where mandatory)
• Postgraduate qualification or equivalent professional experience in a relevant discipline.
Languages
• English
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.
