Job Summary

The Workforce Manager is responsible for end-to-end workforce management, forecasting, staffing and scheduling of all segments, manage the real-time team and intraday management of volume and resources, ensure appropriate staffing allocation and availability of frontline staff to achieve service level objectives. Administers contingency action plans as deemed necessary and appropriate.

People

• Responsible for day to day performance of Client Care Centre with regard to service level and resource planning across all segments and channels.
• Manage real time monitoring of service levels for all queues across markets and sites.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader Workforce Management team
• Brings people along to embrace sustainable change to deliver desired change outcomes. Identifies and takes ownership of opportunities presented through ambiguous situations, generating creative ideas/solutions. Carries out systematic analysis to identify the root cause of problems and makes informed judgments. Challenges the status quo to simplify, rationalise or develop products, processes or services to meet the needs of our internal/external customers.
• Co-ordinate workforce management meeting with key stake holders covering off previous, current and future performance indicators and providing expert recommendations to maximise key KPIs

Client Experience:

• Provide personalised service of the highest level
• Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives
• Work with the management team to Identify, amend and revise processes facilitating a culture of continuous improvement with a long-term focus
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Generate ideas for process and service improvement planning
• Monitor workforce management system and enhance reporting capabilities to deliver analysis on adherence/compliance to schedules.
• Collaborate effectively to ensure team goals are achieved by providing input into finding resolutions and problem solving.
• Actively contribute to creating a culture of service excellence.

Compliance Risk And Money Laundering Prevention Requirements 

• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control 
• Ensure  fulfillment of role  that obligations to prevention of money laundering  under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and making judgements are compliant with Departmental Operating  Instructions and within the timelines and accuracy standards specified
• Uphold  the values of the group & company at all times 
• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.

Qualifications

• Min 5 years of experience in Inbound or Outbound Rea l-Time Floor Management
• Excellent communication skills in written and verbal Englis
• Good Knowledge on Microsoft Excel, Avaya CMS and Verint (Added Advantage)
• Positive, polite, cheerful and courteous
• Flexible to stretch and work across different calendar days and time zones in a week/month

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.