Job Description

The Role Responsibilities

Job Role

This is the role to manage a team of Real Time WFM Analyst who perform RTA role by supporting contact centre operations in 8 ountries at present.

Strategy

• Candidate must have an in depth understanding of contact centre operations and KPIs.
• Candidate must be capable to make strategic decisions to improve service delivery.

Business

• Candidate must have minimum 8 years of experience in managing workforce management function for any contact centre at AM level or above
• Candidate must have complete understanding of WFM standards, rules of engagement and tools used in contact centre setup.

Processes

• Candidate must have knowledge of WFM lifecycle.
• Candidate must have knowledge of skillset management on Avaya / Genesis.

People and Talent

• Candidate with prior people management experience is preferred.
• Candidate with exposure to colleague development programmes is preferred.

Risk Management

• Candidate must comply to Risk Management Framework of the Bank.
• Candidate must have ability to interpret the Group\'s financial information, identify key issues based on this information and put in place appropriate controls and measures.

Governance

• Candidate will be 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.
• Candidate must maintain Awareness and understanding of the regulatory framework, in which the Group operates and the regulatory requirements and expectations relevant to the role.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead the team to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

• Operation Heads for India, UAE, Bahrain, Nigeria, Ghana, CDI and Jersey
• Unit Heads of support teams like Training, MIS, Continuous Improvement, Service Quality, BRM, Operational Risk, Admin and Transport
• Client experience Heads across all markets within India Hub

Our Ideal Candidate

• Graduate in any stream
• English is mandatory

Ideal candidate for this role must have prior experience of WFM RTA as individual and people leader experience is preferred.

Role Specific Technical Competencies

• Contact Centre Workforce Management RTM
• Avaya CMS Management
• NICE or Verint WFM functionalities
• Multi-skill business performance management
• People Management
• Stakeholder Management

\xc2\xadAbout Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

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