Associate Manager, Process Improvement - Malaysia - Standard Chartered Bank Malaysia

Description

The Role Responsibilities

• Perform on-going process review for SG CCC with an objective to improve its operational efficiency
• Support in the implementation of Group Re-engineering Agenda which aligns the SG CCC with the global performance standard
• Collaborate with country or group SQ Team to conduct procedural change from VOC to enhance service delivery and improve customer experience
• Conduct root cause analysis for all level of severity complaints written and identify gaps in process, risk, people, system and service delivery
• Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner to stakeholder engagement and sign-off
• Develop a set of actionable and targeted change management plans - e.g., communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan in collaboration with designated specialists to support successful project implementation on site
• Implement rectifications agreed during monthly country and group VOC meetings which may involve reviewing existing procedures to identify service delivery gap
• Interface with system development team from country or group Tech and Ops team to implement 'Straight-Through' approach to optimise process and improve efficiency operationally which have a significant impact on frontline service quality
• A key player in ensuring that the re-engineering team collaborates and performs in an excellent manner within in a matrix structure
• Share best practices with other regional customer care teams

Strategy

Re-engineering: Optimisation, Elimination and Digitisation

• Support Senior Manager, Re-engineering to drive, develop and prioritise initiatives for standardisation, cost efficiency and process improvements that will impact the service quality and customer experience in contact centres
• Support implementation of initiatives driven by Group Re-engineering throughout the work year
• Through results obtained from analysis of MIS on daily KPI for performance, event triggers and vital signs of mass errors or process breakdowns, provide expertise in identification of procedural gaps, recommend rectifications, manage implementation of solutions and follow-thru till 100% service recovery takes place
• Conduct analysis on call samples at regular intervals to identify and initiate improvements to eliminate non-value added and non- straight through / manual interventions in all of contact centre service delivery touch points, enhancing the overall service efficiency and quality
• Provide feedback to all levels of a MY CCC site from Site Head, Operations and Service Managers (performance management and coaching) and maintain productivity and communication channels on all re-engineering project initiatives
• Build, obtain buy-in, maintain ongoing communications and manage stakeholder expectations with all levels of SG CCC site
• Ensure regular reporting of Re-engineering progress to the key members of the Global Customer Care top team
• Analyzing issues and risks, as well as schedule and financial performance by scrutinizing the complaints reported by customers and implementing any remedial actions required
• Work with GT&O team to integrate straight-thru solution in systems with minimal interruption on contact centre efficiency

Business

Project Management

• Determine high-level project approach and timeline.
• Track and ensure project milestones are on time and within budget.
• Oversee the end-to-end project delivery, from the concept inception and business case (PAR) preparation (if applicable) through to implementation and post implementation reviews where necessary
• Understand, communicate and manage all intra-and Inter-projects dependencies
• Liaise with project stakeholders on an ongoing basis for project updates and resolution of road blocks
• Effectively communicate project expectations to regional customer care site teams/country customer care site and stakeholders in a timely and clear fashion
• Identify and manage common issues/risks across various projects within the programme and resolving issues escalated by the project managers

Processes

• Process mitigation & Documentation and Control

Process mitigation

• Support in review of all the procedures that are applicable / introduced to SG CCC to ensure it is streamlined and efficient with a view to reduce AHT, hand-offs and drive up FCR & NPS without negative impact to customer experience
• Work with stakeholders to ensure that optimisation and digitisation are being considered for implementation for processes migrated into SG CCC site
• Ensure all process maps are drawn and documented with appropriate sign-off from stakeholders

Documentation and Control

• Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping ofend-to-end BAU process within Contact Centre
• Implement tollgate review and sign-off of all process-related documents
• Support the achievementof satisfactory audit ratings for contact centre environment

Risk Management

• Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping ofend-to-end BAU process within Contact Centre

Governance

• Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping ofend-to-end BAU process within Contact Centre

Key stakeholders

• Service Quality
• COE CCC Team
• Country Product Managers
• Country Governance
• Group Risk
• Group Project Management
• Country Risk
• Frontline Team Manager

Our Ideal Candidate

• Education: Degree
• Certifications: Role Required Certification
• Languages: EN, BM, MN

Role Specific Technical Competencies

• Microsoft Excel, PowerPoint and Word
• Stakeholder Management
• Data Analysis
• Time Management
• Project Management

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 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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