Job Summary

The position of CCC Head: AI Management and Insights represents a pivotal leadership role within our Global Centre of Excellence, focused on elevating the performance and operational excellence of WRB Contact Centres across all markets. Reporting directly to the WRB Head of Contact Centres, the successful candidate will collaborate closely with the Operational Excellence and Expert Knowledge Coach COEs to harmonise AI-driven strategies that optimise customer engagement and operational outcomes.

This role is integral in setting the strategic direction and governance for the utilization of AI technologies within contact centre operations. You will lead efforts to establish and enforce global standards surrounding AI agent management, from initial onboarding and configuration to continuous optimisation and eventual offboarding, ensuring high levels of consistency and quality across diverse geographic regions.

Moreover, you will harness advanced data analytics to generate actionable insights that identify performance trends, customer sentiment, and risk factors. This insight-led approach will empower markets to implement targeted interventions that drive measurable improvements in quality, compliance, and customer satisfaction, thereby supporting achievement of strategic KPIs at both local and enterprise levels.

As the custodian of AI management and insights frameworks, you will maintain close oversight of the technological platforms and data infrastructure to facilitate scalable, secure, and innovative AI applications. Collaboration with cross-functional teams will be fundamental to translating data intelligence into informed decision-making processes that enhance customer experiences globally.

Key responsibilities include

Leading the global AI agent lifecycle management within WRB Contact Centres, establishing comprehensive governance mechanisms, and ensuring alignment with operational excellence initiatives.

You will set rigorous global standards for AI model governance, including configuration protocols, machine learning parameter tuning, and prompt engineering methodologies, thereby guaranteeing the robustness, scalability, and ethical deployment of AI agents.

Your mandate also encompasses the development and maintenance of a robust enterprise insight framework that captures Virtual Relationship Manager capacity, quality control, and performance analytics. This framework will support early detection of emerging risks, compliance issues, and systemic challenges, providing leadership with critical intelligence to mitigate potential operational disruptions.

Additionally, you will oversee the delivery of customer-centric insights by analysing multi-channel performance data and customer feedback. These insights will inform the design and implementation of strategic interventions aimed at optimising the customer journey and reinforcing a culture of continuous improvement across contact centres worldwide.

Collaboration is essential to your role as you will engage closely with operational leaders, data scientists, and technology teams to foster a culture of innovation and data-driven decision-making.

In this role, you will champion the integration of AI technologies in achieving operational excellence across multiple markets. You will drive initiatives that empower local teams while ensuring compliance with global standards, fostering an environment where innovation and accountability coexist. Your leadership will be paramount in navigating complexities of multi-regulated environments and diverse cultural contexts, ensuring equitable access to AI-enabled tools and insights.

You will also be responsible for mentoring and developing talent within the AI management function, cultivating expertise in emerging AI trends, ethical considerations, and best practices in contact centre analytics. By promoting knowledge sharing and continuous learning, you will help build a resilient, future-ready team capable of adapting to evolving technological landscapes.

Your role will further extend to liaising with external partners, regulators, and industry bodies to stay abreast of technological advancements, regulatory developments, and ethical frameworks that impact AI deployment within financial services.

Qualifications

Essential Experience:

• Proven track record in applying artificial intelligence, machine learning, or advanced analytics to drive transformative business outcomes within contact centre environments, service operations, or related complex settings.
• Demonstrated experience navigating large-scale, multi-market operations, preferably within regulated industries, with a solid understanding of governance, risk management, and performance frameworks.
• Strong leadership experience overseeing AI lifecycle management, data governance, and insight generation processes across geographically dispersed teams.

Academic and Professional Qualifications:

• A postgraduate degree or equivalent professional qualifications in fields such as Data Science, Artificial Intelligence, Business Analytics, Computer Science, or related disciplines is highly desirable.
• Relevant certifications in AI governance, data analytics, or project management will be advantageous.

Language Proficiency:

• Fluency in English is essential, with proficiency in Mandarin considered an asset given the primary location in Guangzhou, China.

About Standard Chartered

Standard Chartered is a leading international banking organisation with over 170 years of experience driving commerce and prosperity across emerging and developed markets. Our reputation is built on a foundation of integrity, diversity, and a relentless pursuit of innovation, enabling us to help clients, communities, and colleagues thrive.

We pride ourselves on fostering an inclusive culture that embraces diverse perspectives and experiences, ensuring every individual feels valued and empowered to contribute meaningfully. At Standard Chartered, our purpose is to make a lasting positive difference through sustainable business practices and community engagement, guided by our core values and behavioural standards.

We continuously challenge the status quo, encouraging courageous thinking and collaborative problem-solving. By joining our team, you become part of a forward-thinking organisation committed to ethical banking, innovation, and shared success.

• Do the Right Thing: We act with integrity and accountability, putting clients at the heart of our decisions.
• Never Settle: We embrace continuous improvement and innovation, learning from every experience.
• Better Together: We champion inclusion, teamwork, and long-term value creation for all stakeholders.

What we offer

Aligned with our Fair Pay Charter, we offer a competitive remuneration package designed to support your overall wellbeing and professional growth within a supportive work environment.

• Comprehensive benefits: Inclusive of retirement savings schemes funded by the bank, extensive medical and life insurance coverage, complemented by flexible and voluntary benefits tailored to local needs.
• Generous time-off policies: Annual leave entitlements, parental and maternity leave up to 20 weeks, sabbatical opportunities lasting up to 12 months, and dedicated volunteering leave totaling three days. These are complemented by global standards ensuring a minimum of 30 combined annual and public holidays.
• Flexible working arrangements: Hybrid working options enable a balance between home and office-based roles with adaptable schedules to promote work-life harmony.
• Proactive wellbeing initiatives: Access to Unmind, a cutting-edge digital mental health platform, resilience training programs, comprehensive Employee Assistance Programmes, mental health first aiders, and an array of self-help resources to support mental, physical, and social health.
• Commitment to continuous learning: Opportunities for upskilling and reskilling through blended learning platforms encompassing physical, virtual, and digital modalities to facilitate ongoing career advancement.
• Inclusive and values-driven culture: A welcoming environment celebrating diversity and fostering respect, enabling individuals from all backgrounds to reach their full potential within our global teams.