seekers for Head, Human Assisted Channels

Job Description

*Role Responsibilities Strategy
• Responsible for the Human Assisted Channels functions by delivering seamless, instant, and personalized customer experience through human assisted channels of the Bank.
• Define, manage, and control all existing human assisted channels of the bank.
• Set and implement digital strategy by working with cross-functional partners to map and transition traditional processes to digital ones.
• Identify and address critical customer experience and security gaps related to human assisted channels.
• Identify and execute critical improvements and efficiency gains regarding the development and maintenance of human assisted Channels.
• Leverage new technologies to maximize channel interactions and optimization.
• Lead global platform strategy development of all relevant assisted (Voice), hybrid (chat) and digital (Bots) customer interaction channels.
Business
• Responsible for driving efficiency of customer traffic within human assisted channels.
• Maintain and improve availability and performance of human assisted channels.
• Work effectively with all partners such as Segments and Products, Distribution, Voice and Virtual, Retail Analytics, Digital Capabilities, Design and Client Experience, Risk and Controls, etc. to maximize success.
• Design and create road map of innovation and compelling new services for the bank.
• Deliver change management agenda within budget and risk appetite.
Processes
• Define human assisted channels KPI s. Monitor, analyse and communicate performance of feature releases.
• Keep abreast of all developments in digital client experiences globally, across all non-banking industries as well (e.g Retail, Airlines and Telecommunications) and conduct regular competitor analysis and macro research to understand the latest best practices.
• Engage with external vendors to review use cases and new technologies beneficial to the bank.
• Design and execute human assisted channels change roadmap in strong alignment with markets and global stakeholders.
• Identify and address dependencies with bank wide domains.
• Build dashboard to track KPIs and share with stakeholders on an on-going basis.
• Oversees and improve all critical customer traffic generated via or from human assisted channels of the bank.
• Work with risk and compliance on improving the existing framework to facilitate digital business growth.
• Own and Manage Hive level financial and investment prioritization.
People and Talent
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure / capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
• Recruit and retain high performance individuals to maximize the success of design and delivery.
Risk Management
• Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group in the context of the role. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
• Interprets relevant data and identifies key issues based on this information and put in place appropriate controls and measures.
Governance
• Responsible for assessing the effectiveness of the Group s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
• Displays awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering effective governance ; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Regulatory and Business Conduct
• Display exemplary conduct and live by the Group s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Digital Data and Strategy team to achieve the outcomes set out in the Bank s Conduct Principles: Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
• Digital Leadership team and overall hive leads
• CPBB MT
• Key functional partners (Compliance, Legal, Risk, Finance)
• CCIB Head of Digital and Data
• Contact centre leadership team
Our Ideal Candidate
• Minimum of 15 years experience in a senior level corporate role within a multichannel / omnichannel environment and tangible results in terms of customer engagement and sales growth.
• Proven transformational leadership skills with first-class communication skills.
• Compelling vision of the future of Digital and translation into effective strategies and actions.
• Energy and desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
• Application of in-depth knowledge and best practices consistently.
• Strong collaboration, consensus building, problem resolution and communication skills are a prerequisite.
• Outstanding stakeholder management skills.
• Advanced knowledge and understanding of contact center platforms and business management.
• Project management and Agile certified and experience in running large scale projects.
Role Specific Technial Competencies
• Digital Transformation
• Understanding of contact center platforms and business management
• Manage Projects
,

Keyskills :
keeping things simplehuman skillslife insurancedigital strategychange managementuse casesretail analyticscontact centerleadership skills