Job Summary

The Hive Lead, Staff-Assisted Servicing is responsible for transforming and optimizing the bank’s staff-assisted servicing capabilities across contact canters and operational servicing teams. The role drives modernization of assisted service through digital enablement, automation, and AI augmentation. The Hive Lead will focus on improving customer experience, increasing agent productivity, and reducing servicing cost through intelligent tooling and seamless integration across human-assisted channels.

Key Responsibilities

Strategy & Operating Model
•    Define and execute the strategy for staff-assisted customer servicing across contact centres and operational servicing channels
•    Drive the evolution of assisted servicing operating model, ensuring alignment with digital self-service and conversational banking capabilities
•    Identify opportunities to reduce cost-to-serve while improving customer experience through process optimisation and technology enablement
•    Take ownership of the Hive purpose by ensuring each member fully understands and embraces the Hive's vision & mission

Hive Leadership & Delivery
•    Lead a cross-functional hive operating model comprising product owners, engineers, specialists, analysts, and collaboration with platform teams
•    Deliver capabilities through agile squads focused on improving assisted servicing journeys and operational efficiency
•    Establish strong delivery governance across roadmap prioritisation, execution, and value realisation

Contact Centre Enablement Ownership
•    Down the roadmap and delivery of contact centre and servicing technology solutions, including telephony, CRM, and workforce optimisation tools
•    Oversee implementation and optimisation of technologies such as:
•    Cloud contact centre platforms (e.g. telephony and digital engagement systems)
•    Customer relationship management systems
•    Workforce management and quality monitoring tools
•    Speech and interaction analytics platforms
•    Ensure seamless integration between contact centre systems, conversational AI platforms, and digital banking channels

Agent Productivity & Experience
•    Improve agent productivity through intelligent tooling, workflow automation, and AI-assisted capabilities
•    Implement capabilities such as agent assist, knowledge management, and real-time decision support
•    Enhance the employee experience for servicing staff through improved systems, simplified workflows, and data-driven insights

Customer Experience & Servicing Journeys
•    Lead the redesign of staff-assisted servicing journeys to reduce friction and improve resolution times
•    Enable seamless transitions between digital, conversational, and human-assisted channels
•    Partner with markets to prioritise high-impact servicing improvements

Governance, Risk & Compliance
•    Maintain robust controls across customer authentication, data privacy, and servicing processes
•    Work closely with Risk, Compliance, and Operational Excellence teams to ensure regulatory compliance

Stakeholder Leadership
•    Act as the senior owner for staff-assisted servicing capabilities and contact centre enablement
•    Partner closely with Digital Banking, Operations, Technology, Customer Experience, and AI teams
•    Influence senior stakeholders on servicing transformation initiatives and investment priorities

People and Talent 
•    Lead through example and build appropriate culture and values
•    As leader of the team, give clarity, develop talent, and make decisions
•    Set appropriate tone and expectations within the team and work in collaboration across the Bank
•    Develop and implement clear structures of accountability to ensure team members can perform successfully in their roles and there is clear oversight / supervision / decision making e.g. committees and forums

Key Stakeholders 
•    WRB Managing Team
•    Digital and Technology
•    Segments
•    Market teams
•    Data and Analytics 
•    Operational Risk
•    Legal and Compliance
•    Internal Audit

Domain Knowledge 
Knowledge of the following will be a great asset to start in the role:
•    Cloud contact centre technologies
•    CRM platforms and servicing systems
•    Speech analytics and interaction intelligence
•    Automation and AI-assisted servicing capabilities
•    API-based integration with digital banking platforms

Qualifications

•    10+ years of experience across banking, contact centre transformation, digital servicing, or technology delivery
•    Leadership of large cross-functional teams spanning product and technology
•    Experience operating at senior leadership level
•    Experience in identifying skill gaps and mitigate risks to deliverables
•    Bachelor’s degree in business
•    Previous experience as a Product Owner or similar role in product delivery using agile framework
•    Customer-centric mindset with a passing for delivery high-quality products that meet or exceed customer expectations and drive business value
•    Strong understanding of Agile principles and methodologies, including Scrum, Kanban, or Lean, and experience working in agile development teams
•    Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, stakeholders, and customers
•    Leadership qualities with the ability to influence and motivate team members, foster a culture of innovation and collaboration, and drive results in a fast-paced environment
•    Familiarity with SDLC processes and methodologies is a plus
•    Strong problem-solving skills and a proactive approach to addressing challenges and overcoming obstacles in product development and delivery
•    Working knowledge of:
•    Cloud contact centre technologies
•    CRM platforms and servicing systems
•    Speech analytics and interaction intelligence
•    Automation and AI-assisted servicing capabilities
•    API-based integration with digital banking platforms

Skills and Experience

•    Tech Debt
•    Software Product Delivery
•    Enterprise Change Delivery

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.