VP, Affluent Banking & Omnichannel 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

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.