Director, CX Transformation & PMO (Hong Kong)

Standard Chartered; Hong Kong; On-site; HKD 350,000 - 700,000; Full time

Benefits offered by this job

Retirement savings

Medical & life insurance

Flexible working options

Wellbeing program

Learning & development

Inclusive culture

Job summary

Standard Chartered in Hong Kong seeks a senior leader to own end-to-end group-level transformation projects for the contact centre. The role shapes strategic roadmaps, drives digital initiatives including AI chatbots, and ensures regulatory and operational alignment across CX programs.

The incumbent partners with executive leadership on budgeting and resource allocation, while focusing on improving CSAT and NPS, reducing costs, and maintaining service quality through enterprise-wide changes.

Qualifications

• Bachelor's degree or equivalent experience.
• Proficient in Cantonese, English, and Mandarin.
• Drive digital transformation (AI chatbots, automation, omnichannel).

Responsibilities

• Develop and execute the long-term strategic roadmap for Hong Kong's contact centre, aligned with enterprise-wide customer experience (CX) goals and group mandates.
• Drive digital transformation (AI chatbots, automation, omnichannel, telephony migration) to enhance efficiency, scalability, and service quality.
• Lead business continuity planning to ensure operational resilience and robust processes and controls as initiated by the Business Head and Group.
• Partner with executive leadership on CX strategy, budgeting, and resource allocation, ensuring projects and initiatives are delivered on time and within budget.
• Improve customer satisfaction (CSAT) and Net Promoter Score (NPS) through continuous service innovation and performance optimisation.
• Optimise operational costs while maintaining or improving quality metrics such as call resolution and chat response times.
• Translate group mandates into Hong Kong-specific operating models, ensuring regulatory, linguistic, and contextual alignment, including working closely with 2LoD on local regulatory requirements.
• Collaborate with cross-functional teams (Operations, Technology, Architecture, Digital) to identify and implement process improvements, client communication changes, and architecture/integration strategies, and evaluate their effectiveness.

Skills

Contact centre management

Project management

Regulatory compliance

Quality assurance

Cantonese

English

Mandarin

Education

Bachelor's degree or equivalent

Job description

Standard Chartered in Hong Kong seeks a senior leader to own end-to-end group-level transformation projects for the contact centre. The role shapes strategic roadmaps, drives digital initiatives including AI chatbots, and ensures regulatory and operational alignment across CX programs.

The incumbent partners with executive leadership on budgeting and resource allocation, while focusing on improving CSAT and NPS, reducing costs, and maintaining service quality through enterprise-wide changes.