Job Summary

We are seeking an accomplished leader to steer our affluent Contact centre in Hong Kong. This pivotal role combines strategic leadership with hands-on team management, ensuring exceptional service delivery for our high-value clientele while driving innovation and operational excellence. The successful candidate will be a visionary people leader with a proven ability to transform service capabilities and execute cross-functional initiatives.

Responsibilities

Leadership & Team Excellence

• Guide and inspire a team of client service specialists to deliver outstanding results, setting clear performance benchmarks and development pathways.
• Build a culture of collaboration and continuous improvement, where team members are motivated to excel and grow professionally.
• Instil a client-centric mindset across the team, ensuring every interaction reflects our commitment to premium service standards.

Elevating Client Experience

• Design and implement service strategies tailored to the unique expectations of affluent clients, enhancing satisfaction and loyalty.
• Utilize data-driven insights to refine service approaches, address pain points, and capitalize on opportunities for enhancement.
• Oversee resource planning and workflow optimization to maintain seamless service delivery, even during high-demand periods.

Strategic Initiatives & Innovatio

• Lead high-impact projects, from digital upgrades to process redesign, ensuring they align with organizational objectives and elevate the client journey.
• Drive the integration of advanced tools and technologies, equipping the team with the skills to leverage these resources effectively.
• Act as a change agent, fostering adaptability and engagement as new systems and methodologies are introduced.

Business Alignment & Performance

• Partner with senior leaders and key stakeholders to align contact centre operations with broader business priorities.
• Monitor and refine operational and financial performance, balancing efficiency with the highest standards of client care.
• Serve as the voice of the Premium Client Service Centre in leadership forums, advocating for client needs and service enhancements.

Key Stakeholders

•    Product Team
•    Custody & Operation Team
•    Client Contact Centre
•    Client Experience (CEPG)
•    Branche

Other Responsibilities
Embed Here for good and Group’s brand and values in Hong Kong / Client Centre / Securities Trading; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

• Education: Bachelor's degree in a relevant field or equivalent work experienc
• Licenses: Licenses RI registration is a plus (HKSI paper 1,7,8 required)
• Seasoned Leader: 10+ years in client service management, ideally within private banking, wealth management, or luxury sectors.
• People Developer: Demonstrated success in building high-performing teams through mentorship and empowerment.
• Project Driver: Experience leading complex initiatives, with a knack for translating strategy into actionable plans.
• Analytical Thinker: Comfortable interpreting data to inform decisions and measure impact.
• Communicator: Fluency in English and Cantonese, with the ability to influence at all levels.

Role Specific Technical Competencies
•    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.