Job Summary

•    The Head, Expert Knowledge Coach is a Global Centre of Excellence (COE) role responsible for providing enterprise leadership across the Expert Knowledge Coach team, defining and governing how learning, knowledge management, localisation, compliance and risk enablement, and continuous performance improvement are delivered across WRB Contact Centres globally.
•    The role sits alongside the AI Management & Insights COE and the Operations Excellence COE, forming part of the global Contact Centre operating model designed to drive consistent standards, clear accountability and improved service excellence execution across markets.
•    The role acts as a trusted advisor to market and functional leaders on capability uplift, knowledge effectiveness and coaching enablement, ensuring contact centre colleagues have the right skills, content, guidance and interventions to deliver consistent customer, risk and performance excellence. It defines global standards for learning pathways, knowledge content, coaching practices, performance improvement and market localisation, and holds markets accountable for applying these standards consistently. Through leadership of the Expert Knowledge Coach team, it uses data-led insights to identify where learning, knowledge, coaching or process improvement interventions are required to uplift contact centre performance and customer outcomes.
•    The role delivers these outcomes through the leadership, design and governance of global learning and knowledge frameworks informed by appropriate data insights on agent performance and customer experience;  oversight of market adherence to global standards; and targeted interventions to address knowledge gaps, capability gaps, conduct risks, customer pain points and recurring performance issues.

Key Responsibilities

Enterprise Standards and Governance
•    Define and govern global standards, frameworks and ways of working for learning, knowledge management, coaching, localisation and performance improvement across WRB Contact Centres.
•    Establish appropriate leadership practices for team leaders, to ensure appropriate actions regarding quality management practices of human led customer engagement are taken
•    Set clear expectations for market adoption and adherence, ensuring global standards are applied consistently while allowing for local regulatory, customer and operational requirements.
•    Set the direction for role-based learning journeys and capability frameworks that enable consistent customer, risk and performance outcomes.

Knowledge, Capability and Coaching Effectiveness
•    Provide enterprise leadership on knowledge effectiveness, capability uplift and coaching enablement, ensuring colleagues have the skills, content and guidance required to execute consistently.
•    Oversee the strategy for learning and knowledge content, ensuring priorities are informed by customer outcomes, risk themes, market performance trends and operational priorities.
•    Define standards for coaching and improvement interventions, ensuring actions are structured, measurable and focused on sustainable performance uplift.

Risk, Compliance and Performance Enablement
•    Translate risk, conduct and compliance themes into clear learning, knowledge and coaching interventions that support consistent and controlled execution.
•    Partner with Risk, Compliance, Operations Excellence and AI Management & Insights to identify emerging themes, recurring errors and control weaknesses requiring intervention.
•    Ensure enablement activities are embedded into learning pathways, knowledge content and coaching routines, with clear measures of effectiveness, adoption and alignment to conduct, customer and resilience expectations.

Insights-led Continuous Improvement and Market Intervention
•    Use insights from AI, operational performance and customer feedback to identify systemic knowledge, capability, process or execution gaps across markets.
•    Direct targeted interventions where customer, risk or performance outcomes require enterprise support, stronger market accountability or consistent remediation.
•    Track adoption and impact of interventions, ensuring measurable improvement in service quality, customer outcomes, risk management and operational effectiveness.

People and Talent 
•    Lead Expert Knowledge Coach by translating enterprise priorities into clear plans, team outcomes, resource priorities and accountable ways of working.
•    Build team capability through coaching, feedback and development, ensuring influence of contact centres in markets, diagnose performance issues and deliver high-impact interventions.
•    Role-model the Bank’s valued behaviours, strong conduct standards and inclusive leadership, creating a high-performing team culture that supports wellbeing, accountability and continuous improvement.

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.

Motivations

•    Energised by setting enterprise direction and building common standards that improve customer experience through knowledge effectiveness, coaching quality and operational execution across global contact centre markets.
•    Motivated by leading a specialist team to influence market adoption, strengthen accountability and translate insight into practical interventions that deliver measurable customer, risk and performance outcomes.
•    Driven by solving systemic issues at scale, using data, judgement and stakeholder influence to improve execution quality, operational resilience and sustainable performance across markets.

Skills and Experience

Must-have Skills    
    •    Strategic Mindset
    •    Enterprise Leadership
    •    Knowledge Management
    •    Process & Performance Management
    •    Quality Assurance & Coaching
Other Skills    
    •    Customer Experience, Behaviours and Preferences
    •    Risk Management
    •    Decision Quality
    •    Transformation & Problem-Solving

Qualifications

Key Experiences    
•    Leading enterprise standards, capability, knowledge, coaching or performance improvement in complex operational or customer-facing environments.
•    Leading teams and influencing senior stakeholders across markets or functions to drive adoption, accountability and measurable outcomes.
•    Experience using data and judgement to identify systemic gaps and shape interventions that improve execution, controls and performance.
Certifications / Qualifications     
•    Postgraduate qualification or equivalent professional experience in a relevant discipline.
Languages    
•    English

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.