Hd Operations - Malaysia - Standard Chartered Bank Malaysia

Description

Role Responsibilities

• The role is responsible for partnering with the country CE & CPBB Heads on the strategic goals of the countries and provide the direction, guidance and leadership to the V&V channel for the respective countries to deliver on those objectives. This encompasses inbound tele-service, tele-sales, complaints management & all customer V& V touchpoints synchronized across products and segments across Group and Hubs. It works closely with Group, Region & Country leadership teams on strategic initiatives on transformation, enhancing customer experience, customer journey re-engineering, Digital journeys amongst others and is responsible for building a sustainable, cost effective and profitable revenue generating channel. The role is also responsible for effective Cost and P&L management from a channel perspective for the countries and Group V&V.
• A critical aspect of the role is to be the point of conact for the channel for regular reviews with (multiple) country CPBB Heads, Region CPBB heads & Country CEOs and represent the channel as a strategic arm in CE and CPBB forums for the country's customer strategy.
• The role works closely with country product and sales teams to be a strategic partner and create a profitable channel for revenue generation across products. It has regular interactions with Group, Region and Country technology teams to ensure consistent implementation and use of platforms and tools.As part of the V&V core leadership team, the role contributes to channel strategy and ensure that the units align to global V&V business objectives and channel deliverables.

Strategy

Business

Cost, transformation and P&L

• Effectively manage budgets and cost targets and P&L for the channel for respective countries
• Oversee the effective management of work force through robust capacity planning and deployment methodologies.
• Manage the trade off between risk, cost and benefit, short and long-term vision to maximize productivity.
• Oversee the delivery of transformation projects aligned to costs and efficiency targets part of the Group V&V and Country cost agendas

Revenue generation & Retention management

• Build the strategy with country and group teams to ensure committed focus to drive revenue through inbound and outbound channels and deepening relationships.
• Enable teams with increased portfolio of products by partnering with country product teams and making V&V as a profitable and a channel of choice
• Partner with countries on Retention strategy and introduce/implement solutions to manage increased retention.
• Ensure there is collaboration with country Risk Analytics teams to provide quality and quantity of leads to enable teams to increase conversion rates
• Help devise, propose and implement solutions/techniques to enhance revenue across products and align/contribute to country revenue goals

Processes

Customer Experience & Relationship Management

• Build a culture focused on delivering best in class NPS & customer loyalty working closely with the country CE heads on market dynamics and customer segments
• Identify with the country CE heads and the CC Service Quality/Training teams the relevant tools required to enable frontline to exceed/ meet quality benchmarks by continuously driving improvement initiatives through re-engineering projects
• Partner country and product stakeholders wrt to performance of the inbound & outbound centre, issues and compliance
• Partner with the country CE Head and drive projects in the channel aligned to Country Customer experience road maps & strategy to influence best in class outcomes
• Lead/contribute to regional projects to ensure consistency of processes and outcomes across multiple countries. Create an environment of continuous improvement and process re-engineering to directly impact customer outcomes and channel efficiency.
• Partner with countries to implement new concepts like Virtual Relationship Managers etc to utilise the channel expertise at significant leverage.

People & Talent

Work towards strengthening the performance culture and reinforcement of accountabilities within key leadership roles in Contact Centre.

• Provide strategic thought leadership, coaching, recognition and motivation
• Lead and unify a multi-functional team towards a shared goal of delivering a consistent service and sales experience across customer segments & markets.
• Ensure that organization structure and development activity are appropriate for the delivery of plans and targets
• Reinforce strategic change, through effective and receptive change management practice, and sponsors structured change management within the area of responsibility as appropriate.
• Clearly articulate and communicate the bank's vision & objectives.
• Drive and maintain a high performance & customer service culture through consistent performance coaching and implementation of management routines.
• Develop and manage talent effectively through optimal resourcing, matching right profiles and roles, identifying training and development needs, coaching and guiding the team, active reward and recognition of performers and managing performance management discipline.
• Motivate, lead, and place the best people in the best roles to attain best in class status - challenge the team while rewarding excellence
• Drive overall employee engagement and employee communication
• Be a leader of change
• Demonstrate social responsibility within the community and drive the brand values
• Lead the D&I agenda for the CCC and devise strategies for excellent and inclusive employee experience

Risk Management

• To ensure no adverse ratings in internal audits by Compliance and ensure a minimum of a satisfactory rating in Group Audit
• Through the money laundering prevention framework of Consumer Banking, work with regions' designated by Business Money Laundering Prevention Officer ('MLPO), and Unit MLPOs for the contact centre, ensure that all staff of the contact centre are aware of the Group Policy and Standards of ML prevention and relevant local statutory requirements, and that the relevant money laundering procedures and controls are in place and actually followed by all staff. In particular, staff members should follow strictly the money laundering-related procedures for reporting suspicious activities
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff)
• Promote and enforce consistency in implementation of all policies
• To ensure adherence to budget-Improved seat utilization / cost effective methods of operation
• Respond decisively to various situations through a strong understanding of Risk Management.

Governance

• Embed a risk culture that supports the Bank's strategy and philosophy for the management of risk.
• Ensure that all policies, procedures and practices comply with local regulatory requirements, reflect best practices and are within Group directions
• Establish operational risk controls, key risk indicators and risk management procedures relating to customer service resourcing and day to day management of the centre
• Be on top of OR framework, audit requirements through periodic monitoring and review of processes, ways of working
• Set high benchmarks for personal and professional code of conduct and robust consequence management approach.
• Manage compliance with external and internal regulations and policies.

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. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the [country / business unit / function/[team] to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients Effective Financial Markets Financial Crime Compliance The Right Environment.]

Key stakeholders

• Point of contact for the country V&V channel for all reviews, strategy sessions and working groups with region and country stakeholders - CE Heads, CPBB Heads, Country CEOs & relevant teams
• Represent the CCC in al country level forums - CE forums, CPBB forums, Risk Forums to ensure uniform translation of strategy and objectives at the CCC

Other Responsibilities

• Leverage the opportunity provided by Corporate Social Responsibility to enhance the Group's internal and external reputation and indirectly influence the bottom line
• Embed Here for good and Group's brand and values across Retail banking
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications

Training, licenses, memberships and certifications

• Graduate / Post-graduate degree in business management
• Minimum 12-15 years of banking experience with most of that time in Sales & Marketing / Operations(inbound/outbound/back-office) / Collection (as applicable)
• Extensive knowledge of banking operations & working knowledge of technology & process management

Our Ideal Candidate

• Operation Management
• Technology & process 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.

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.