VP, Affluent Banking & Contact Center Transformation

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

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.