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

Responsibilities

• Lead the planning, coordination, and execution of key Contact Center Transformation initiatives to meet delivery milestones, scope, and quality standards.
• Collaborate closely with Operations, Technology, Analytics, Workforce Management (WFM), Risk, and external vendors to align requirements, resolve implementation issues, and ensure project success.
• Manage project governance, including maintaining documentation, conducting risk assessments, coordinating Statements of Work (SOW), and preparing audit-ready artifacts.
• 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 tests to prepare for potential disruptions.
• Identify capability gaps, recommend enhancements, and contribute to future-state design discussions for systems and processes.
• Provide regular performance updates, incident summaries, and system optimization insights to the direct Manager, while monitoring live chat and chatbot platform performance and escalating incidents promptly.
• Stay updated on industry best practices for Contact Center technologies, chatbots, and live chat platforms to contribute to continuous improvement initiatives.

Requirements

• Strong project planning and management skills, preferrably from the banking industry.
• Excellent communication and collaboration skills.
• Experience in coordinating with cross-functional teams, global stakeholders, and external vendors.
• Knowledge of Contact Center technologies, chatbots, and live chat platforms.
• Ability to identify and address capability gaps and recommend system enhancements.
• A critical thinking mindset with the ability to analyze complex problems, think ahead, and develop effective solutions before issues arise

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.