Job Summary

根据业务需求进行客服中心整体的人力预测、班次设计及人员排班；整理数据和制作报表；设计绩效考核规则和计算绩效。

Key Responsibilities

Strategy
•    Awareness and understanding of the Group’s business strategy and model appropriate to the role.

•   充分了解和认知集团的业务战略和定位模式。

 
Business
•    Awareness and understanding of the wider business, economic and market environment in which the Group operates.

•    充分了解和认知集团业务经营范围所处的商业、经济和市场环境。

Processes
人力资源规划

•    负责咨询量历史数据的收集、整理、分析，根据数据分析结果预测未来班次以及人力需求
•    负责客服中心整体排班，结合历史排班数据的复审结果，持续进行排班优化；
•    通过排班优化提高员工利用率， 降低排班损耗、节省成本；
•    参与建立和维护考勤制度、报备制度、调休、换班制度；
•    参与客服团队现场管理，确保员工利用率；

整理数据和制作报表

•    在资源管理工具上及时准确地输入资料并协助资源管理经理制作年度/每月/每天的人力资源预测和报告；
•    标准化管理信息系统中的数据，并上传到共同数据库以促进业务分析及适时提供信息系统数据；
•    分析电话银行中心的关键业绩指标及制作报表；
•    承接除上述工作内容外的临时委派任务

Risk Management
•    To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. ( for Managers or Officers)
•    确保概述于呼叫中心手册或DOI中的控制程序被充份得当地使用和确保员工遵从以上守 （适用于经理或高级职员）

•    To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.  (for all levels of staff)
•    遵守与你在呼叫中心工作职责的相关程序及控制的要求。（适用于所有级别职员）

•    To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
•    遵守所有相关的政策和程序，包括所有监管规条，本地及集团的要求。（适用于所有级别职员）

Regulatory & Business Conduct

•    Display exemplary conduct and live by the Group’s Values and Code of Conduct.
•    展示模范行为，并按照集团的价值观和行为准则执行。

•    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.
•    承担个人责任，嵌入渣打银行的最高道德标准，包括监管和商业行为。包括理解和确保在文字和精神上 遵守所有适用的 法律、法规、准则和集团行为准则。

•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    有效且配合地识别、报送、避免和解决风险、行为规范和合规问题。

•    Fully understand the importance of Consumer Rights Protection, prevent damage to consumer’s best interest, implement regulatory requirements related to Consumer Rights Protection.
•    充分了解消费者权益保护的重要性，防止损害消费者的最佳利益，实施与消费者权益保护相关的监管要求

Key stakeholders
•    WRB/HR/Group V&V/IVR PSS

Other Responsibilities

•    Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
•    理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求；

•    Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
•    跟上本地问责法律法规的发展，以有效地确保并强化内控；

•    Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential
     legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
•    审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大 财务损失或声誉负面影响而做出努力；

•    Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
•    对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任；

•    Cooperate with any investigations or reviews on regulatory failure such as accountability review
•    配合任何关于违反监管规定的调查或审查，例如，问责审查。

Skills and Experience

•    Regulatory Environment Financial Services
•    Anti Money Laundering Policies & procedures
•    Effective Communication
•    Self-Service and Virtual Call Centres
•    Data Analysis - Software
•    Data Gathering and Analysis
•    Capacity Planning & Management

Qualifications

•    Academic or Professional Education/Qualifications: College degree or above
•    Languages; Mandarin; English
•    Have experience in the customer services, contact centre field
•    优先选择具备呼叫中心客户服务领域的管理的工作经验，
•    Proficient in using Excel formulas, Macros, and PowerQuery, with programming skills in Java, Python, C++, etc. are preferred
•    熟练掌握Excel的公式，宏以及PowerQuery的使用，具有Java, Python, C++等编程能力更佳
•    Strong interpersonal and communication skills
•    善于处理人际关系及良好沟通技巧
•    Aggressive, able to work under pressure, and with high team spirit
•    进取，能承受工作压力及具团队精神
•    Innovative and passionate about people
•    具有创新的思维，以热诚的心态处理人际关系

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.