RESPONSIBILITIES 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 yearThrough 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 placeConduct 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 qualityProvide 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 initiativesBuild, obtain buy-in, maintain ongoing communications and manage stakeholder expectations with all levels of SG CCC siteEnsure regular reporting of Re-engineering progress to the key members of the Global Customer Care top teamAnalyzing issues and risks, as well as schedule and financial performance by scrutinizing the complaints reported by customers and implementing any remedial actions requiredWork 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 necessaryUnderstand, communicate and manage all intra-and Inter-projects dependenciesLiaise with project stakeholders on an ongoing basis for project updates and resolution of road blocksEffectively communicate project expectations to regional customer care site teams/country customer care site and stakeholders in a timely and clear fashionIdentify and manage common issues/risks across various projects within the programme and resolving issues escalated by the project managers Processes* Process mitigation & Documentation and ControlProcess 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 experienceWork 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 CentreImplement tollgate review and sign-off of all process-related documentsSupport 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 Regulatory & Business Conduct Display exemplary conduct and live by the Group's Values and Code of Conduct. 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.Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.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 Service QualityCOE CCC TeamCountry Product ManagersCountry GovernanceGroup Risk Group Project ManagementCountry RiskFrontline Team Manager QUALIFICATIONS TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONSEDUCATION DEGREECERTIFICATIONS ROLE REQUIRED CERTIFICATIONLANGUAGES EN, BM, MN Our Ideal Candidate Microsoft Excel, PowerPoint and WordStakeholder ManagementData AnalysisTime ManagementProject Management
