Job Summary

This is a senior leadership role responsible for end-to-end ownership of group-level transformation projects in Hong Kong’s contact centre. This role drives the strategic planning, stakeholder alignment, execution, and implementation of enterprise-wide initiatives, including regulatory alignments, process re-engineering, digital transformation, and customer experience enhancements.

Key Responsibilities

• Develop and execute the long-term strategic roadmap for Hong Kong’s contact centre, aligned with enterprise-wide customer experience (CX) goals and group mandates.

• Drive digital transformation (AI chatbots, automation, omnichannel, telephony migration) to enhance efficiency, scalability, and service quality.

• Lead business continuity planning to ensure operational resilience and robust processes and controls as initiated by the Business Head and Group.

• Partner with executive leadership on CX strategy, budgeting, and resource allocation, ensuring projects and initiatives are delivered on time and within budget.

• Improve customer satisfaction (CSAT) and Net Promoter Score (NPS) through continuous service innovation and performance optimisation.

• Optimise operational costs while maintaining or improving quality metrics such as call resolution and chat response times.

• Translate group mandates into Hong Kong-specific operating models, ensuring regulatory, linguistic, and contextual alignment, including working closely with 2LoD on local regulatory requirements.

• Collaborate with cross-functional teams (Operations, Technology, Architecture, Digital) to identify and implement process improvements, client communication changes, and architecture/integration strategies, and evaluate their effectiveness.

Skills and Experience

• Skilled in managing medium-to-large contact centres, including capacity planning, SLA management, and vendor oversight.
• Proven experience in leading complex projects on time and within budget using project management methodologies.
• Demonstrated ability to enforce high standards of conduct and compliance, embedding a strong risk culture in the contact centre.
• Hands-on experience in quality assurance frameworks to enhance service standards and compliance.
• Bachelor’s degree or equivalent experience.
• Proficient in Cantonese, English, and Mandarin.

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.