Vice President - Affluent Segment & Contact Center Transformation Lead

Standard Chartered Bank; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading international bank is seeking a Contact Center Transformation Lead to enhance customer service and operational efficiency at their Kuala Lumpur location. This senior role involves implementing new systems, monitoring performance metrics, and fostering a customer-centric culture to deliver personalized banking experiences. Ideal candidates will have leadership experience, strong analytics skills, and knowledge of innovative technologies in customer experience enhancement.

Benefits

Competitive salary

Flexible working options

Comprehensive benefits package

Continuous learning opportunities

Employee wellbeing support

Qualifications

• Bachelor’s degree in IT, Business Administration, or related field required.
• Advanced qualifications such as an MBA strongly preferred.
• Professional certifications in Project Management or Agile methodologies advantageous.
• Proven experience in leading contact center operations and transformation.

Responsibilities

• Design and implement strategies to enhance customer engagement across channels.
• Utilize data analytics to monitor performance metrics and inform decisions.
• Collaborate with stakeholders to align initiatives with business objectives.
• Lead the transformation agenda for the contact center, focusing on customer experience.

Skills

Leadership

Data Analytics

Project Management

Stakeholder Engagement

Customer Experience Strategy

Education

Bachelor’s degree

MBA or Master’s degree

Tools

AI Technologies

Real-Time Analytics

Automation Tools

Job description

We are seeking a dynamic and experienced Contact Center Transformation Lead to join our team and drive the evolution of our contact center operations in Bukit Jalil Office. This senior leadership role is pivotal in driving innovative strategies to enhance customer service and operational efficiency through the modernization of contact center technology, processes, and customer experience. The successful candidate will lead cross‑functional teams to implement new systems, analyse performance metrics, ensure regulatory compliance, and foster a customer‑centric culture to deliver personalised banking experiences.

Customer Experience Focus

• Design and implement strategies to enhance customer engagement and satisfaction across all contact centre channels (phone, email, chat, social media).
• Ensure seamless omnichannel integration, allowing customers to move between different channels without losing context.
• Drive the adoption of new technologies, including AI, automation, real‑time analytics, chatbots, and potential integration with blockchain or central bank digital currencies (CBDCs).

Data‑Driven Decision‑Making

• Utilise data analytics and reporting to monitor performance metrics, identify trends, and inform strategic decisions for continuous improvement.

Stakeholder Engagement

• Collaborate with various internal and external stakeholders, including other departments, fintech partners, and regional leadership, to align contact centre initiatives with broader business objectives.

Sales and Revenue Growth – Affluent Segment Strategy

• Develop and implement strategic plans to drive the growth of the affluent customer segment working closely with relevant stakeholders.
• Identify and capitalise on opportunities to enhance product offerings, services, and customer experience tailored to affluent clients.

Contact Centre Transformation

• Lead the transformation agenda for the contact centre, focusing on improving efficiency, technology integration, and customer experience.
• Lead cross‑functional teams to implement new systems, analyse performance metrics, ensure regulatory compliance, and foster a customer‑centric culture to deliver personalised banking experiences.
• Think transformational and, in some cases, lead conversations with functional consultants to enable cutting‑edge technologies within the contact centre.

Process Improvement

• Identify and implement best practices to streamline operations, optimise efficiency, and improve demand and capacity planning within the contact centre.
• Leverage AI to enhance workflows, automate tasks, and provide agents with real‑time insights.

People & Talent

• Equip contact centre agents with the skills needed to support complex products and guide customers towards digital solutions.
• Rethink sourcing and location strategies to tap into skilled labour pools and develop leaders at different career stages.
• Keep updated on product/workflow procedures and ensure full compliance with operational risks/control.
• Ensure fulfilment of role obligations to prevent money laundering under the Group Policy and Standards and under local laws and regulations.
• Ensure processing and decision‑making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified.
• Uphold the values of the group & company at all times.
• Ensure compliance with all applicable rules/regulations and group policies.
• Maintain robust risk management and tracking within the team to mitigate legal, regulatory, and operational risk.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Engineering, or a related discipline is required.
• Advanced qualifications such as an MBA or a master’s degree in a relevant field are strongly preferred.
• Professional certifications in Project Management (PMP), Agile methodologies, Change Management, or relevant AI/GenAI technologies are advantageous.
• A deep understanding of the latest trends and innovations in artificial intelligence, particularly generative AI, and their application in customer experience enhancement will be critical.
• Proven experience in leading contact centre operations and transformation.
• Strong understanding of customer experience strategies and omnichannel integration.
• Expertise in technology adoption, including AI, automation, and real‑time analytics.
• Excellent data analytics skills to drive data‑driven decision‑making.
• Strong collaboration and stakeholder engagement skills.
• Experience in developing strategies for affluent customer segments.
• Ability to lead cross‑functional teams and manage complex projects.
• Knowledge of risk management and regulatory compliance in a financial setting.
• Blend of technical knowledge and change management skills.

Benefits

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 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 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 various 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.

Standard Chartered Global Business Services is a critical component of Standard Chartered Bank, providing world‑class technology, software and system development, information technology support services, banking operations and customer care capabilities worldwide. Located in Malaysia, the centre houses one of the largest software development centres and the Bank’s Collective Intelligence and Command Centre, offering situational awareness and response capabilities.

We are an international bank, nimble enough to act, big enough for impact. For more than 170 years, we have 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 want to work for a bank that makes 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.