JOB SUMMARY

•    Responsible for overall responsibility for managing Real Time (scheduling & forecast), Scorecard, Financials & cost and inbound/outbound frontline performance management under Voice & Virtual; ensure the performance is on track, aligned to the overall group agenda on Voice & Virtual.

•    Work jointly with Teleservice Team leader, Training team in Teleservice, as well as with Digital team to ensure proper functioning of day-to-day operating and in good performance of service quality.

•    Promote a strong coordination with Project Management Office team to ensure Teleservice project deliverables being rollout on time with efficiency and saving gain.

RESPONSIBILITIES
Strategy
•    Direct and coordinate activities of the Complaints Management Team. 
•    Work closely with the Head, CE and Manager, Complaint Management to identify and eliminate root cause of top complaints with a specific focus on High Risk complaints (repeat, social media, regulatory, media, escalated complaints, etc). 

Business
•    Service-to-Sales performance management on performance analysis and periodic tracking development
•    Ensure cost efficiency and cost containment for unit under direct responsible
•    Manage financial budget control and forecast reporting
•    Ensure appropriate dual controls in processes to prevent and protect the Bank against errors and ensuring all Suspense Accounts and Miscellaneous accounts under the care of the department are reconciled.

Processes
•    Teleservice Performance Management
•    Developing and maintaining data collection procedures and policies.
•    Using software such as Excel, SQL, Python or specialized data analysis tools.
•    Creating visualizations to communicate data effectively.
•    Conducting market research and competitor analysis.
•    Assessing the effectiveness of business strategies and recommend changes
•    Forecast accuracy and well arrangement scheduling for workforce management
•    Developing and maintaining forecast model for inbound call analysis and shift management
•    Using software such as Excel, SQL, Python or specialized data analysis tools.
•    Teleservice scorecard performance management 
•    Performance analysis and optimisation recommendations
•    Campaign ideation and execution.
•    Project Management 
•    Planning, organizing, coordinating, and communicating aspects of project work activities on site from conception to completion.
•    Evaluate risk assessment, safe work procedures and method statement to ensure that it comply with internal and external requirement

Risk Management
•    Ensure losses, risk events, policy deviations, KCSA & KRI exceptions, are recorded, reviewed and reported.  Engage appropriate stakeholders to ensure timely remedial actions and escalation of situations that pose significant risk.
•    Assist BRM in the implementation of OR framework or other relevant OR initiatives.
•    Issue Management 
•    Proactively identify potential issue from analyzed result and the regarding solution.
•    Independently analyse and address gaps to understand issue root cause and identify solution.

Governance 
•    Ensure adherence to the ORMAF in the identification, assessment, mitigation and control and monitoring of risk.  Ensure sufficient traction and follow through management actions to mitigate identified operational risks exposure.
•    Ensure that relevant Group and Business policies are effectively embedded within business unit. Facilitate the implementation of key control standards (KCS), related key control self-assessment (KCSA), key risk indicators (KRI) and monitoring plans for compliance and operational risk management.

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 to achieve the outcomes set out in the Bank’s Conduct Principles 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders
•    Contact Center
•    All products and segments
•    WRB Seg Analytics
•    Digital Banking
•    Property 
•    Technology 
•    BRM

Qualifications
•    Complaint Log Accuracy
•    Relevant Report Accuracy and Timely

Role Specific Technical Competencies
•    Addressing Customer Needs
•    Call Center Management
•    Customer Interaction
•    Customer Support Policies, Standards and Procedures
•    Effective Communications
•    Data Science

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.