Workforce & Portfolio Manager

Standard Chartered; Karachi Division; On-site; PKR 900,000 - 1,300,000; Full time

Benefits offered by this job

Inclusive culture

Fair pay

Retirement & insurance

Wellbeing support

Flexible working

Learning & development

Job summary

Standard Chartered in Karachi is seeking a reporting and performance analyst to generate and report on requirements from Business, Group, and Regulator, giving a clear view of KPI progress to Client Centre management and ensuring frontline capacity planning through scheduling.

The role also arranges meetings to boost department performance, prepares for monthly and annual reviews to set goals and development plans, and ensures Call Center KPIs are met while complying with policies and

Qualifications

• Experience in generating reports per business requirements.
• Ability to prepare data-driven insights for KPIs and performance tracking.
• Strong communication with stakeholders and management.

Responsibilities

• Generate reports as per business requirements.
• Coordinate with stakeholders on day-to-day activities.
• Provide a bird's-eye view to Client Centre management on KPI progress.
• Ensure high self-knowledge on products and processes.
• Plan frontline capacity and schedule workforce.
• Allocate load for productivity and client engagement/portfolio management.
• Adhere to policies, guidelines, and regulatory requirements.
• Maintain hygiene and follow the clean desk policy.

Skills

Data Gathering and Reporting

Budget Management

Sales Proposals

Stakeholder Management

Call Center Management

Tools

Reporting Tools

Job description

This role will be responsible for generating and reporting reports as per Business, Group, and Regulator requirements, providing a bird's eye view to Client Centre management on KPI progress, and ensuring frontline capacity planning, target setting, and administration through proper workforce scheduling. Additionally, the role involves arranging and conducting meetings to improve departmental performance, preparing for monthly and annual performance reviews to establish goals and development plans, and ensuring Call Center KPIs are met within targets, reporting any breaches to management.

Key Responsibilities

• Responsible for generating reports as per business requirements.
• Coordinate with relevant stakeholders on day-to-day activities.
• Provide a bird's eye view to Client Centre management on KPI progress.
• Ensure high self-knowledge on all products and processes, keeping oneself updated.
• Responsible for frontline capacity planning, target setting, and administration through proper workforce scheduling.
• Ensure proper load allocation in terms of productivity and execution of client engagement/portfolio management model.
• Adhere to all policies, guidelines, procedures, and local regulatory requirements, reflecting best practices and Group directions.
• Maintain proper hygiene and ensure the clean desk policy is followed.

Skills and Experience

• Data Gathering and Reporting
• Budget Management
• Sales Proposals and Presentations
• Stakeholder Management
• Effective CommunicationsCall Center Management

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.