Job Description

Job Summary
We are seeking a dynamic and experienced Contact Center Transformation Lead to join our team and drive the evolution of our contact center operations in Bukit Jalil Office. This senior leadership role is pivotal in driving innovative strategies to enhance customer service and operational efficiency through the modernization of contact center technology, processes, and customer experience. The successful candidate will lead cross-functional teams to implement new systems, analyze performance metrics, ensure regulatory compliance, and foster a customer-centric culture to deliver personalized banking experiences.
Customer Experience Focus:

• Design and implement strategies to enhance customer engagement and satisfaction across all contact center channels (phone, email, chat, social media).
• Ensure seamless omnichannel integration, allowing customers to move between different channels without losing context.

Technology Implementation:

• Drive the adoption of new technologies, including AI, automation, real-time analytics, chatbots, and potential integration with blockchain or central bank digital currencies (CBDCs).

Data-Driven Decision-Making:

• Utilize data analytics and reporting to monitor performance metrics, identify trends, and inform strategic decisions for continuous improvement.

Stakeholder Engagement:

• Collaborate with various internal and external stakeholders, including other departments, fintech partners, and regional leadership, to align contact center initiatives with broader business objectives.

Sales and Revenue Growth - Affluent Segment Strategy:

• Develop and implement strategic plans to drive the growth of the affluent customer segment working closely with relevant stakeholders.
• Identify and capitalize on opportunities to enhance product offerings, services, and customer experience tailored to affluent clients.

Contact Center Transformation:

• Lead the transformation agenda for the contact center, focusing on improving efficiency, technology integration, and customer experience.
• Lead cross-functional teams to implement new systems, analyze performance metrics, ensure regulatory compliance, and foster a customer-centric culture to deliver personalized banking experiences.
• Think transformational and, in some cases, lead conversations with functional consultants to enable cutting-edge technologies within the contact center.

Process Improvement:

• Identify and implement best practices to streamline operations, optimize efficiency, and improve demand and capacity planning within the contact center.
• Leverage AI to enhance workflows, automate tasks, and provide agents with real-time insights.

People & Talent:

• Equip contact center agents with the skills needed to support complex products and guide customers towards digital solutions.
• Rethink sourcing and location strategies to tap into skilled labor pools and develop leaders at different career stages.

Risk Management:

• Keep updated on product/workflow procedures and ensure full compliance with operational risks/control.
• Ensure fulfillment of role obligations to prevent money laundering under the Group Policy and Standards and under local laws and regulations.
• Ensure processing and decision-making 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 all applicable rules/regulations and company group policies.
• Maintain robust risk management and tracking within the team to mitigate legal, regulatory, and operational risk.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, Engineering, or a related discipline is required.
• Advanced qualifications such as an MBA or a master's degree in a relevant field are strongly preferred, reflecting the strategic and leadership nature of the role.
• Professional certifications in Project Management (PMP), Agile methodologies, Change Management, or relevant AI/GenAI technologies are advantageous and demonstrate commitment to continuous professional development.
• A deep understanding of the latest trends and innovations in artificial intelligence, particularly generative AI, and their application in customer experience enhancement will be critical.

Skills and Experience

• Proven experience in leading contact center operations and transformation.
• Strong understanding of customer experience strategies and omnichannel integration.
• Expertise in technology adoption, including AI, automation, and real-time analytics.
• Excellent data analytics skills to drive data-driven decision-making.
• Strong collaboration and stakeholder engagement skills.
• Experience in developing strategies for affluent customer segments.
• Ability to lead cross-functional teams and manage complex projects.
• Knowledge of risk management and regulatory compliance in a financial setting.
• Blend of technical knowledge and change management skills.

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.

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Skills Required