Job Summary

A leadership position that focusses on the development and implementation of comprehensive strategy on continuous improvement, training and service quality uplift. The incumbent of this position also plays critical role in Group strategy projects and will be represent the Contact Centre channel on such. The incumbent must have expertise in contact centre operations and possesses ability to lead, convince and enrol other stakeholders on the strategies and plans and drive success for Contact Centre. 

Key Responsibilities

• Develop and implement a comprehensive strategy for continuous improvement, training, service quality with alignment to the organization's strategic objectives to enhance overall performance and customer satisfaction.
• Establish and communicate a clear vision for excellence across all focus areas.
• Foster a culture of continuous learning and professional development within the organization.
• Establish and monitor service quality standards to ensure exceptional customer experiences across frontline channels.
• Monitor and evaluate the effectiveness of training programs and make necessary adjustments to improve outcomes.
• Oversee the planning, execution, and delivery of projects, ensuring they are completed on time, within scope, and within budget.
• Provide insights to business on areas of improvement to enable cross functional actions. 
• Build and lead a high-performing team of professionals across continuous improvement, training, service quality, and project management.
• Provide coaching, mentoring, and professional development opportunities to team members.
• Lead and drive implementation of Fraud Risk controls in Contact Centers including Technology solutions.
• Conduct regular reviews and assessments to track progress and identify opportunities for further improvement. 

Skills and Experience

• A minimum of 10 years experience in Contact Centre Channel
• Highly skilled in leading and driving continuous improvements, design sprints and project management.
• Proven track record in migration and transformation initiatives such as migration of new channel, product, service or country, Technology (Voice & Non Voice).
• Knowledge on front line customer relationship management tools including Interactive Voice Response (IVR), Chat/Voice Bots, Knowledge Management System, Speech Analytics, Dialler, Structure Query Language (SQL) and other automation tools.
• Candidate with experience in leading teams and managing vast group of stakeholders would be an added advantage.

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.