Vice President - Affluent Segment & Contact Center Transformation Lead

Standard Chartered; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

A global financial institution is seeking an experienced professional to lead advancements in customer engagement within their contact center. The role requires designing and implementing strategies for omnichannel integration, leveraging data analytics for performance monitoring, and leading teams in transformative initiatives. Candidates should possess proven experience in contact center management, strong skills in technology integration, and an understanding of customer engagement principles. This position is based in Kuala Lumpur and offers opportunities for growth in a dynamic environment.

Qualifications

• Proven experience in customer engagement within a contact center environment.
• Strong understanding of technology integration and analytics.
• Ability to lead cross-functional teams and drive transformation.

Responsibilities

• Design and implement strategies to enhance customer engagement across channels.
• Utilize data analytics to inform strategic decisions for continuous improvement.
• Lead the contact center transformation agenda focusing on technology integration.
• Identify and implement best practices for operational efficiency.
• Equip agents with skills for complex product support.

Skills

Data analytics and reporting

Customer engagement strategies

Technology integration

Stakeholder collaboration

Process improvement

Digital solutions

Education

Relevant degree in business or related field

Tools

AI and automation tools

Real-time analytics platforms

Job description

• Design and implement strategies to enhance customer engagement and satisfaction across all contact center 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

• Utilize 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 center 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 capitalize on opportunities to enhance product offerings, services, and customer experience tailored to affluent clients.

Contact Center Transformation

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

Process Improvement

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

People & Talent

• Equip contact center agents with the skills needed to support complex products and guide customers towards digital solutions.
• Rethink sourcing and location strategies to tap into skilled labor pools and develop leaders at different career stages.
• Keep updated on product/workflow procedures and ensure full compliance with operational risks/control.
• Ensure fulfillment 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 company group policies.
• Maintain robust risk management and tracking within the team to mitigate legal, regulatory, and operational risk.