Head Service Delivery - Quality, Training & Continuous Improvement

Standard Chartered; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Head of Service Delivery to lead the charge in enhancing quality, training, and continuous improvement within their Contact Centre. This pivotal role involves crafting and executing strategies aligned with organizational objectives to elevate customer satisfaction and operational excellence. The ideal candidate will possess extensive experience in contact centre operations, a knack for leading transformation initiatives, and a passion for fostering a culture of continuous learning. Join a forward-thinking organization that values diversity and offers a supportive environment for professional growth.

Benefits

Core bank funding for retirement savings

Medical and life insurance

Flexible working options

Proactive wellbeing support

Continuous learning culture

Generous time-off policies

Qualifications

• Over 10 years of experience in Contact Centre operations.
• Proven track record in continuous improvement and project management.
• Experience with customer relationship management tools.

Responsibilities

• Develop and implement strategies for continuous improvement and service quality.
• Monitor service quality standards and evaluate training effectiveness.
• Lead a high-performing team and drive implementation of Fraud Risk controls.

Skills

Contact Centre Operations

Continuous Improvement

Project Management

Customer Relationship Management Tools

Stakeholder Management

Technology Solutions

SQL

Tools

Interactive Voice Response (IVR)

Chat/Voice Bots

Knowledge Management System

Speech Analytics

Dialler

Job description

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Head Service Delivery - Quality, Training & Continuous Improvement

A leadership position that focusses on the development and implementation of comprehensive strategy on continuous improvement, training and service quality uplift. The incumbent of this position also plays critical role in Group strategy projects and will be represent the Contact Centre channel on such. The incumbent must have expertise in contact centre operations and possesses ability to lead, convince and enrol other stakeholders on the strategies and plans and drive success for Contact Centre.

• Develop and implement a comprehensive strategy for continuous improvement, training, service quality with alignment to the organization's strategic objectives to enhance overall performance and customer satisfaction.
• Establish and communicate a clear vision for excellence across all focus areas.
• Foster a culture of continuous learning and professional development within the organization.
• Establish and monitor service quality standards to ensure exceptional customer experiences across frontline channels.
• Monitor and evaluate the effectiveness of training programs and make necessary adjustments to improve outcomes.
• Oversee the planning, execution, and delivery of projects, ensuring they are completed on time, within scope, and within budget.
• Provide insights to business on areas of improvement to enable cross functional actions.
• Build and lead a high-performing team of professionals across continuous improvement, training, service quality, and project management.
• Provide coaching, mentoring, and professional development opportunities to team members.
• Lead and drive implementation of Fraud Risk controls in Contact Centers including Technology solutions.
• Conduct regular reviews and assessments to track progress and identify opportunities for further improvement.

Skills and Experience

• A minimum of 10 years experience in Contact Centre Channel
• Highly skilled in leading and driving continuous improvements, design sprints and project management.
• Proven track record in migration and transformation initiatives such as migration of new channel, product, service or country, Technology (Voice & Non Voice).
• Knowledge on front line customer relationship management tools including Interactive Voice Response (IVR), Chat/Voice Bots, Knowledge Management System, Speech Analytics, Dialler, Structure Query Language (SQL) and other automation tools.
• Candidate with experience in leading teams and managing vast group of stakeholders would be an added advantage.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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 thingand 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
• Are better together,we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

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-offincluding annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough 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 cultureto 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.