Job Summary

•    The Head, AI Management & Insights is a Global Centre of Excellence (COE) role responsible for AI management and insight generation for WRB Contact Centres worldwide, reporting to the WRB Head of Contact Centres. The role sits alongside the Operational Excellence COE and the Expert Knowledge Coach COE.
•    The role provides enterprise level leadership on the use of AI and insights to drive consistent performance, quality and customer outcomes across contact centres. It defines global standards for AI agent management, insight generation and data infrastructure, and holds markets accountable for outcomes, intervening where required to address underperformance or deviation from global standards. Through actionable, data led insights, the role determines where and how interventions are required to uplift performance quality, enable markets to meet strategic KPI targets, and deliver a consistent, high quality customer experience.
•    The role delivers these outcomes through the governance of global standards, tooling and platforms; monitoring and enforcing country adherence to those standards; and enabling market contact centres to execute to global expectations while retaining ownership of local performance outcomes. Using AI driven insights, the role informs actions across the Operational Excellence and Expert Knowledge domains and supports targeted, insight led performance interventions across markets.

Key Responsibilities

Global AI Agent Management and Governance
•    Own and govern the end‑to‑end lifecycle of AI agents across WRB Contact Centres, from onboarding through to optimisation and off‑boarding.
•    Set global standards for model configuration, learning parameterisation and prompt engineering, ensuring consistency, control and scalability.
•    Define requirements and priorities for continuous AI agent improvement, informed by performance, quality, risk and customer outcomes.
Enterprise Insight Generation and Performance Enablement
•    Establish and maintain a global insights framework covering Virtual RM capacity, quality and performance management.
•    Provide enterprise‑wide insight on risk, control and compliance issues, ensuring early identification of themes and systemic risks.
•    Generate actionable insights on customer sentiment, KPI performance and channel performance to inform interventions and strategic decisions.

Data Infrastructure and Platform Stewardship
•    Own the integrity and ongoing effectiveness of data infrastructure supporting AI and analytics, in partnership with One Delivery, WRB S&A and the Group CDO.
•    Ensure high standards of data pipelines, data quality, tooling development and configuration across global contact centres.
•    Maintain robust access management, data governance and privacy controls in line with Group policies and regulatory requirements. 

Market Execution Oversight and Enablement
•    Enable and ensure that country‑level execution‑based analytics and insights are consistently performed across all contact centres.
•    Set clear expectations for market analytics covering VRM capacity planning, quality and performance, risk/control issues, customer sentiment and channel performance.
•    Monitor adherence to global standards and intervene where required to uplift performance quality and AI effectiveness.

Performance Monitoring and Accountability
•    Own oversight of agentic AI quality and performance at both global and market level. 
•    Define the performance management framework that enables markets to retain ownership of country‑level performance targets while executing consistently to global standards.
•    Monitor market performance against agreed KPIs and use insights to guide corrective actions, prioritisation and capability uplift.
    
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
•    AI – Data Science Fundamentals
•    AI – Operations and Analytics Knowledge
Other Skills
•    Global Business Perspective
•    Collaboration
•    Enterprise Leadership
•    Transformation & Problem-Solving
•    Decision Quality

Qualifications

Key Experiences    
•    Experience applying artificial intelligence, advanced analytics or insight‑led approaches to drive measurable business and operational outcomes in contact centre, service operations or similarly complex environments.
•    Experience operating in large‑scale, multi‑market and regulated environments, with exposure to governance, risk and performance management considerations.
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.