Job Summary
The role 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
Strategy
• Develop and execute the long-term strategic roadmap for Hong Kong’s contact centre operations, aligning with enterprise-wide customer experience goals.
• Drive digital transformation initiatives (e.g., AI chatbots, automation, omnichannel integration) to enhance efficiency and scalability.
• Develop and execute multi-year roadmaps aligned with group priorities and local operational realities.
• Lead business continuity planning to ensure operational resilience during disruptions.
• Partner with executive leadership to influence CX strategy, budgeting, and resource allocation.
Business
• Improve customer satisfaction (CSAT) and Net Promoter Score (NPS) YoY through service innovation.
• Optimize operational costs while maintaining quality standards (e.g., call resolution, chat response time).
• Deliver projects/initiatives on time and within budget
Processes
• Accountable for implementation of processes and controls initiated by Business Head & Group.
• Translate group mandates into Hong Kong-specific operating models, ensuring cultural, linguistic, and regulatory fit.
• Collaborate with team members and cross-functional stakeholders to identify process improvements, implement client communication changes, and evaluate their effectiveness.
People & Talent
• Collaborate with stakeholder across Technology, Architecture, and Digital teams to define architecture, integration, and deployment strategies.
• Work closely with 2LoD to assess regulatory impact in local specific requirement
Key stakeholders
• Product Team
• Group Technology and Architecture Team
• Group Delivery Team
• Client Experience
• Compliance, Fraud, Operation Resilience team
Qualifications
• Experience in global diverse organization in building overall capability and technical expertise for 8+ years
• Previous experience as a Product Owner or similar role in banking product delivery using agile framework
• Have a good understanding of AI enabled client journeys and/or user journeys for contact centre agents
• Knowledge of product management tools and techniques, such as user story mapping, personas, MVP, and other product roadmap development. Experience with Genesys is a high plus
• Customer-centric mindset with a passing for delivery high-quality products that meet or exceed customer expectations and drive business value
• Strong understanding of Agile principles and methodologies, including Scrum, Kanban, or Lean, and experience working in agile development teams
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, stakeholders, and customers. Cantonese speaking is a high plus
• Analytical mindset with the ability to prioritise competing demands, make data-driven decisions, and adapt to changing requirements and priorities
• Leadership qualities with the ability to influence and motivate team members, foster a culture of innovation and collaboration, and drive results in a fast-paced environment
Skills and Experience
• Manage Conduct
• Manage Risk
• Manage People
• Call Centre Management
• Customer Experience Management
• Service Quality Monitoring
• 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.
