Job Description

Role Responsibilities

Responsible and accountable for leading and managing the Service Quality and Process team in the Client Care Centre, Malaysia to deliver world class quality to our Clients.

This role requires partnering with Business Unit Leaders, Product Heads and numerous support functions across the bank to create additional value through continuous assessment, process standardisation & process improvement initiatives. This highly visible and important role will identify, develop, lead and execute Service Quality (Assurance) and Process Improvement strategies to deliver better Client Experience at the right margins.

This role requires very strong collaboration & influencing skills, proactiveness, high levels of engagement, an analytical and innovative mindset, eye for detail, strong written & verbal communication skills and a great level of flexibility to absorb ad hoc and complex tasks in addition to the overall assignment. It is also critical the incumbent understands the larger ecosystem of a contact centre and build context to be able to identify and flag opportunities for improvement.

Responsibilities*

Strategy*

\xc2\xb7 Develop, lead and execute Service Quality (Assurance) and Process Improvement strategies to deliver better Client Experience at the right margins.

\xc2\xb7 Formulate strategies, model, and governance of service quality & process improvement / re-engineering initiatives & practices in key focus areas

\xc2\xb7 Continuous re-engineering/ process improvements through working with process owners to ensure service gaps are addressed and closed.

\xc2\xb7 Embed internal & external quality assurance and controls mechanism to monitor implementation i.e. internal quality reviews\xe2\x80\x99, Voice of Customer & Frontline solicitation.

\xc2\xb7 Lead and embed an employee engagement model to foster a highly motivated and engaged workforce

\xc2\xb7 Champion and promote a Client Obsessed Culture

\xc2\xb7 Establishment of standards for key service & sales processes namely campaign management, customer engagement model (scripting, call quality) & frontline quality (hiring, training & certification standards).

Business*

Service Quality

• Lead and manage call monitoring completion within the monthly deadline for all units in CCC
• Lead and partner with Operations to achieve the average Call Quality score for each segment
• Ensure quality coaching to team members and frontline colleagues to improve Quality and Handle Time
• Through analysis of calls, drive FCR, process improvement, call reduction and AHT improvements
• Document monthly feedback to each team member on observations and improvement needed
• Highlight training gaps and partner with Training to enhance quality of frontline colleagues
• Create Action Plans to address gaps & findings
• Track results and call trends daily and cascade to Heads and CCC leadership
• Manage any escalations in an efficient manner
• Own the SQ book of Work and ensure zero overdue on action items
• Simplify and enhance content management portal to make it easy for frontline colleagues
• Create quick reference guides for frontline colleagues to enable better customer experience

Campaign Management

\xc2\xb7 Lead and manage all campaigns that is planned and executed by business team

\xc2\xb7 Ensure campaign management process is adhered to & adequate training provided to frontline

\xc2\xb7 Build strong engagement with business / Product Manager / Product Heads for campaign launches

\xc2\xb7 Provide monthly MI for campaign notification period and its impact to Contact Centre

\xc2\xb7 Work closely with WFM & training teams for campaign capacity and briefing planning

\xc2\xb7 Document discussion points and approve campaign launch by advising management team to proceed

Sales to Service (S2S) Sales Validation

\xc2\xb7 Lead and manage the S2S Sales Validation Team

\xc2\xb7 Ensure completion S2S Sales Validation within SLA

\xc2\xb7 Work closely with business partner to improve quality of sales pitches, closure, and submissions

\xc2\xb7 Provide daily, weekly & monthly analysis

\xc2\xb7 Work with OPS and Quality team to basis findings and ensure validations are completed accurately

\xc2\xb7 Regular feedback to be given to inbound team on the observations / areas of improvement

\xc2\xb7 Identify Training needs to minimize rejections and improve customer experience

\xc2\xb7 Create action plans with the Operations Manager and implement the same; track results

\xc2\xb7 Identify and recommend process improvement to the process team, if and when required

\xc2\xb7 Achieve minimum of 90% of the set target

\xc2\xb7 All requests/call validation to be acted on within same day

\xc2\xb7 Ensure accurate and timely reporting done and broadcasted to all stakeholders

Processes*

Process Improvement

\xc2\xb7 Coordinate Business Campaigns / Product / Others

• Maintain strong relationship and open communication between CCC / Country and all stakeholders
• Continuous improvement of processes to improve Service level, FCR of 80%, NPS and IVR termination
• Reduce Inbound Call Volume by driving Self-Servicing and reduction in Repeat Calls
• Lead / support project initiatives end to end and execute as planned (Project Management)
• Monitor, review and report post process implementation on the effectiveness
• Optimize, eliminate and automate day to day work to improve frontline & team experience
• Identify gaps in processes and procedures and highlight to the stakeholder with solutions and implement

Process

• Review existing and new procedures at CCC and streamline to be efficient and supports FCR
• Identify and manage common issues / risks in process and team, raise and address with the team
• Ensure all processes are mapped out and documented with appropriate sign off

Quality & Performance Improvement Projects

• Participate and manage ad-hoc projects to improve quality and performance in CCC
• Track and deliver to project timelines
• Review & validate analysis/data of Quality and Process teams to identify improvement opportunities
• Regular updates to the respective stakeholders and line manager

People & Talent*

• Lead the team of SQs and Process Improvement colleagues
• Engage, Motivate, and Inspire team to deliver great outcomes
• Lead team to deliver on scorecard on key metrics \xe2\x80\x93 Quality, AHT, Sales and Process Improvement
• Conduct monthly 1:1 and weekly huddles with team
• Provide direction, support & enable team to be highly engaged, self-motivated, proactive, and innovative
• Have open and transparent conversations and manage the team\xe2\x80\x99s performance closely

Risk Management*

Click here to enter text.

\xc2\xb7 Provide findings / analysis to Contact Centre Operational Risk team on monthly basis

• Ensure team\xe2\x80\x99s compliance with all regulations and controls as set by the bank and external regulatory authorities through mapping of end-to-end BAU process within CCC & supporting Operations Risk team
• Implement tollgate reviews and sign-off of all process related documents

Regulatory & Business Conduct*

• Display exemplary conduct and live by the

. * Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.

• Ensure understanding and compliance in letter and spirit, of all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the team to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles
• Collaboratively to identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

Key stakeholders*

Internal:

• All channels within Regional Contact Centre
• Business Support
• All Banking Divisions
• Backend Support Units
• Regional Head, Inbound Head, Customer Care Manager / Team Leader

External

• Regional SQR Head
• Country Heads

Qualifications*

\xc2\xb7 Graduate preferred

\xc2\xb7 5 plus years experience

\xc2\xb7 Proven experience of Service Quality and / or Contact Centres (Voice & Non Voice)

\xc2\xb7 Knowledge of using IVR, CRM\xe2\x80\x99s and other Contact Centre tools

Proficient in Microsoft Office

Knowledge in Six Sigma & A3\'s preferred

Our Ideal Candidate

• Business Analysis Advanced
• Problem solving Advanced
• Customer Focus
• Quality Standards

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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

Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website

Standard Chartered