Senior Incident & Service Excellence Leader

Standard Chartered; Hong Kong; Hybrid; HKD 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Competitive salary

Annual leave

Parental/maternity leave

Sabbatical

Volunteer leave

Flexible working

Wellbeing support

Learning and development

Inclusive culture

Job summary

Standard Chartered in Hong Kong seeks a senior leader to head the Customer Incident & Service Excellence Team within the Contact Centre, owning end-to-end management of customer-impacting incidents across the lifecycle, driving timely reporting, stakeholder coordination and remediation tracking.

You will turn incident insights and call-volume trends into service improvements, lead governance, ensure regulatory readiness and foster a customer-focused culture across weekday and weekend coverage.

Qualifications

• Significant experience leading incident management or contact centre operations.
• Ability to analyse incident, sentiment and call-volume data.
• Strong governance, documentation and reporting capabilities.
• Excellent stakeholder management across multiple functions.
• Demonstrated leadership and coaching skills.
• Clear communication under pressure.

Responsibilities

• Lead the incident team and operate an effective model for lifecycle management.
• Own end-to-end incident management including communication and remediation tracking.
• Translate insights into service improvements to enhance resilience and regulatory readiness.
• Coordinate with stakeholders and provide management reporting.

Skills

Incident management

Customer service leadership

Stakeholder management

Data analysis

Regulatory awareness

Communication under pressure

Process improvement

Coaching and development

Job description

Standard Chartered in Hong Kong seeks a senior leader to head the Customer Incident & Service Excellence Team within the Contact Centre, owning end-to-end management of customer-impacting incidents across the lifecycle, driving timely reporting, stakeholder coordination and remediation tracking.

You will turn incident insights and call-volume trends into service improvements, lead governance, ensure regulatory readiness and foster a customer-focused culture across weekday and weekend coverage.