Job Summary

•    We are seeking a Product Owner to lead the Contact Centre Transformation program, with a focus on enhancing customer experience, driving operational efficiency, and leveraging AI capabilities to modernize the way we serve our clients.  This role is responsibility for shaping the production vision, defining roadmap, and ensuring delivery of initiatives that bring measurable business value across markets.
•    The Product Owner will work closely with business stakeholders, operations, and technology partners to identify opportunities, prioritize features, and deliver solutions that combine digital, voice and AI-driven innovations.
•    The Product Owner is dedicated to the Squad and prioritizes activities of the squad. They own and maintain the backlog and backlog priorities, ensuring the Squad knows what to work on, and when.  Through their connection to the Customer, the Product Owner is also the owner of User Stories and the custodian of 'requirements' and Acceptance Criteria to ensure Stories are completed as desired.   

Key Responsibilities: 
•    Define and maintain the production vision and roadmap. 
•    Drive initiatives that enhance customer experience, improve operational efficiency, and incorporate AI powered solutions)
•    Collaborate with stakeholders to translate business needs into actinal features and user stories.
•    Prioritize delivery and manage the backlog to maximize benefits.
•    Align business, operational and technology to ensure seamless execution.
•    Ensure initiatives are designed and delivered in compliance with bank policies, regulatory requirement and risk control.  
•    Has understanding and insight of business strategy and focus.
•    Embedded as a Squad member (co-located where possible in the current climate)

Key Responsibilities

Strategy
•    Improve customer experience in critical customer journeys for differentiated client experience.
•    Drive Digital First Contact strategy to achieve channel defection. 
•    Achieve technology convergence amongst markets, segments and propositions, to ensure long-term scalability and efficiency of operating platforms. 

Business
•    Develop and own the vision of the squad and holds accountability for delivery on OKRs.   
•    Define product requirements and make sure they are fulfilling the business financial objective and strategy roadmap, and uplifting customer experience.   

Processes
•    Responsible to the customer service and transaction process to ensure the operation efficiency, compliance requirement and customer experience are fulfilled  

People & Talent
•    Provide input into squad member evaluation and performance review.
•    Work with Hive Lead to allocate resource within squad base on backlog.
•    Lead team through to the process of clarifying requirement and delivery expectations with stakeholders.

Risk Management
•    Work closely with the Hive Lead and Technology Lead to manage and monitor Obsolescence, ICS and Technology risks 

Governance
•    Provides input and support to country business to comply the process and solution to regulator requirement and the governance policy.  

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.
•    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.

Key stakeholders
•    Contact centre business stakeholders.
•    Group Digital stakeholders.
•    WRB business stakeholders
•    Group and Country Technology stakeholders.
•    Group and Country OR, Fraud, Compliance and Legal team.
•    Supply Chain Management (SCM) 

Qualifications

•    Agile methodology training certified.
•    Project management certified
•    Customer experience centric
•    Strong experience and knowledge on Contact Centre solution and technology for inbound, outbound and customer relation management.
•    Strong knowledge on Contact Centre assisted platform including Workforce Management, Quality Management and Data analytic.
•    Passionate on new technology and solution to drive customer experience and operational efficiency
•    Strong stakeholder management skill
•    Strong communication and change management to drive adoption

Skills and Experience

•    Contact Centre Business and Technology Solution  
•    Client Experience Management
•    Agile Methodology
•    Project Management
•    Stakeholders Management
•    Financial planning 

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.