Job Summary

This role could be based in China and Hong Kong. When you start the application process you will be presented with a drop down menu showing all countries, Please ensure that you select a country where the role is based.

•    To support the successful delivery of the Contact Centre Initiatives and ensure seamless execution of key initiatives across systems, operations, and digital capabilities.

•    The role will drive the execution of initiatives that uplift the bank’s customer service and agent capabilities. Reporting to the Manager of the Contact Centre and working closely with internal stakeholders and external vendors, this role will ensure that projects are delivered on time, aligned across teams, and fully embedded into operations. The role is responsible for coordinating project delivery, overseeing governance and documentation, driving business readiness, and supporting data driven improvement actions to ensure the transformed service model meets the needs of the bank and its customers

Key Responsibilities

Business
•    Lead the planning, coordination, and execution of key Contact Centre Transformation initiatives to ensure delivery milestones, scope, and quality standards are met.
•    Drive cross team collaboration by working closely with Operations, Technology, Analytics, WFM, Risk, and external vendors to align requirements and resolve implementation issues.
•    Manage project governance, including documentation, risk assessments, compliance inputs, SOW coordination, and audit ready artefacts.
•    Perform maintenance and system updates for live chat and Chatbot platforms, ensuring optimal functionality, integration with other systems, and minimal downtime.
•    Support testing activities, including regression testing to verify system stability after updates and regular drill test to prepare for potential disruptions.
•    Support continuous improvement by identifying capability gaps, recommending enhancements, and contributing to future-state design discussions for systems and processes.
•    Stay updated on industry best practices for Contact Centre technologies, chatbot, live chat platform to contribute to continuous improvement initiatives.

Processes
•    Support the planning, coordination, and execution of Contact Centre Transformation initiatives by managing timelines, workstreams, and deliverables.
•    Engage proactively with internal stakeholders and external vendors to support project progression, remove blockers, and ensure delivery milestones are achieved.
•    Maintain and manage governance documentation, risk assessments, compliance inputs, SOW trackers, and audit ready materials—to ensure project discipline.
•    Engage proactively with Operations, Technology, Analytics, WFM, Risk, and external vendors to ensure alignment and project success.
•    Provide regular performance updates, incident summaries, and system optimisation insights to the direct Manager.
•    Monitor live chat and chatbot platform performance, identify abnormalities, and escalate incidents promptly.

Risk Management
•    To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.  (for all levels of staff)
•    To comply with all applicable money laundering prevention procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (For all levels of staff);
•    To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
•    Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
•    Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities 
•    Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
•    Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

Governance
•    To manage the team performance for building a world-class Client Contact Centre and make sure to enhance our client experience journey by adapting to the dynamic and diverse digital capabilities.
•    Awareness and understanding of the Group’s business strategy and model appropriate to the role

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 team 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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Follow the rules and regulation of Local Regulator.

•    Understand, acknowledge, and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies.
•    Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
•    Perform job duties with diligence, contribute to efforts as an individual or as a team member to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank.
•    Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections.
•    Cooperate with any investigations or reviews on regulatory failure such as accountability review.
•    Properly perform the duties on management and ensure the effectiveness of internal control.
•    Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership.
•    Be responsible for significant losses due to failure of effectiveness of internal control.

Key stakeholders
•    Country Digital Banking Team
•    Country Client Care Centre
•    Country Distribution Network
•    Group Voice and Virtual Team
•    Group Project Team
•    CPBB DB Group Projects
•    Vendor - Teleperformance

Other Responsibilities
Embed Here for good and Group’s brand and values in Voice and Virtual Hong Kong; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications

•    Education -    University or above
•    Certifications -    PMP (optional)
•    Languages -    English, Cantonese, mandarin

Skills and Experience

•    Call Centre Management
•    Customer Experience Management
•    Customer Interaction
•    Effective Communications
•    Project Management

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.