Associate Manager, SC Chat - Malaysia

Job Summary

• Perform on-going process review for SG CCC with an objective to improve its operational efficiency
• Support in the implementation of Group Re-engineering Agenda which aligns the SG CCC with the global performance standard
• Collaborate with country or group? SQ Team to conduct procedural change from VOC to enhance service delivery and improve customer experience
• Conduct root cause analysis for all level of severity complaints written and identify gaps in process, risk, people, system and service delivery
• Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner to stakeholder engagement and sign-off
• Develop a set of actionable and targeted change management plans – e.g., communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan in collaboration with designated specialists to support successful project implementation on site
• Implement rectifications agreed during monthly country and group VOC meetings which may involve reviewing existing procedures to identify service delivery gap
• Interface with system development team from country or group Tech and Ops team to implement “Straight-Through” approach to optimise process and improve efficiency operationally which have a significant impact on frontline service quality
• A key player in ensuring that the re-engineering team collaborates and performs in an excellent manner within in a matrix structure
• Share best practices with other regional customer care teams

Strategy Re-engineering: Optimisation, Elimination and Digitisation

• Validate tagged responses to data science model and ensure tagging accuracy
• Train the chatbot to understand and respond to customer inquiries and complaints, using machine learning techniques and natural language processing.
• Perform ad-hoc analyses based on improvement projects developed by wider Chatbot team and/or other key stakeholders, based on organisational needs.
• Collaborate with the internal customer service teams and external agencies to monitor and resolve customer issues escalated from the chatbot.
• Stay up-to-date with the latest AI and chatbot technologies and trends, and apply them to enhance the chatbot's capabilities.

Business Project Management

• Determine high-level project approach and timeline for SC Chat enhancement
• Track and ensure project milestones are on time and within budget.
• Oversee the end-to-end project delivery, from the concept inception and business case (PAR) preparation (if applicable) through to implementation and post implementation reviews where necessary
• Understand, communicate and manage all intra-and Inter-projects dependencies
• Liaise with project stakeholders on an ongoing basis for project updates and resolution of road blocks
• Effectively communicate project expectations to regional customer care site teams/country customer care site and stakeholders in a timely and clear fashion
• Identify and manage common issues/risks across various projects within the programme and resolving issues escalated by the project managers

Processes Process mitigation & Documentation and Control

• Support in review of all the procedures that are applicable / introduced to SC Chat to ensure it is streamlined and efficient with a view to reduce call volume, hand-offs and drive up FCR & NPS without negative impact to customer experience
• Work with stakeholders to ensure that optimisation and digitisation are being considered for implementation for processes migrated into SC Chat
• Ensure all process maps are drawn and documented with appropriate sign-off from stakeholders inclusive review on MPD for SC Chat
• Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping of end-to-end BAU process within Contact Centre
• Implement tollgate review and sign-off of all process-related documents
• Support the achievement of satisfactory audit ratings for contact centre environment

Risk Management

• Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping of end-to-end BAU process within Contact Centre

Governance

• Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping of end-to-end BAU process within Contact Centre

Key stakeholders

• Service Quality
• COE CCC Team
• Country Product Managers
• Country Governance
• Group Risk
• Group Project Management
• Country Risk
• Frontline Team Manager

Our Ideal Candidate

• Education: Degree
• Certifications: Role Required Certification
• Languages: EN, BM, MN

Role specific Technical Competencies

• Microsoft Excel, PowerPoint and Word
• Stakeholder Management
• Data Analysis
• Time Management
• Project Management
• User Experience (UX) Design
• Programming Languages
• Critical Thinking

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've 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 you want to work for a bank making 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 thing and 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

What we offer

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 all sorts of 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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers

www.sc.com/careers