Job Summary

The Director of Contact Centre Operations is a senior leadership role responsible for end-to-end management of Hong Kong’s call and chat operations. Leading a team of supervisors and frontline agents, this role drives service excellence, operational resilience, and strategic business decisions while owning critical projects. The Director ensures alignment with organizational goals, optimizes performance, and fosters a high-performance culture across the contact centre. 

Responsibilities

Strategy

• Develop and execute the long-term strategic roadmap for Hong Kong’s contact centre operations, aligning with enterprise-wide customer experience goals.  
• Drive digital transformation initiatives (e.g., AI chatbots, automation, omnichannel integration, telephony system migration) to enhance efficiency and scalability.  
• Develop and execute multi-year roadmaps aligned with group priorities and local operational realities.
• Lead business continuity planning to ensure operational resilience during disruptions.  
• Partner with executive leadership to influence CX strategy, budgeting, and resource allocation.  

Business

• Improve customer satisfaction (CSAT) and Net Promoter Score (NPS) YoY through service innovation.  
• Optimize operational costs while maintaining quality standards (e.g., call resolution, chat response time).  
• Deliver projects/initiatives on time and within budget

People & Talent

• Collaborate with stakeholder across Technology, Architecture, and Digital teams to define architecture, integration, and deployment strategies.
• Work closely with 2LoD to assess regulatory impact in local specific requirement

Risk Management

• To comply with the control requirements in the Procedures Manual relevant to respective job responsibilities in Voice & Virtual.
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• To comply with all relevant policies and procedures covering regulatory, local and group requirements.
• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibility of the job set out in applicable local laws and regulations as well as SCB internal policies.
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.

Key Stakeholders

• Product Team
• Group Technology and Architecture Team
• Group Delivery Team
• Client Experience
• Compliance, Fraud, Operation Resilience team

Other Responsibilities
Embed Here for good and Group’s brand and values in Hong Kong / Client Centre / Securities Trading; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

• Education: Bachelor's degree in a relevant field or equivalent work experienc
• Licenses: Licenses RI registration is a plus (HKSI paper 1,7,8)
• Seasoned Leader: 8+ years in client service management, ideally within private banking, wealth management, or luxury sectors.
• People Developer: Demonstrated success in building high-performing teams through mentorship and empowerment.
• Project Driver: Experience leading complex initiatives, with a knack for translating strategy into actionable plans.
• Analytical Thinker: Comfortable interpreting data to inform decisions and measure impact.
• Communicator: Fluency in English and Cantonese, with the ability to influence at all levels.

Role Specific Technical Competencies
•    Manage Conduct
•    Manage Risk
•    Manage People
•    Call Centre Management
•    Customer Experience Management
•    Service Quality Monitoring
•    Project Management

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.