Director, Project Management, V&V

Job Summary

The Director - Contact Centre Group Initiatives & Projects is a senior leadership role responsible for end-to-end ownership of group-level transformation projects in Hong Kong's contact centre. This role drives the strategic planning, stakeholder alignment, execution, and implementation of enterprise-wide initiatives, including regulatory alignments, process re-engineering, digital transformation, and customer experience enhancements.

Key Responsibilities

• Develop and execute the long-term strategic roadmap and multi-year plans for Hong Kong's contact centre (voice & virtual), aligned with Group customer experience priorities and local market realities.
• Lead digital transformation initiatives (e.g. AI chatbots, automation, omnichannel integration, telephony system migration) to enhance efficiency, scalability and service quality.
• Improve customer satisfaction (CSAT) and Net Promoter Score (NPS) year-on-year through service innovation, while optimising operational costs and maintaining key quality metrics (e.g. first call resolution, chat response time).
• Ensure successful delivery of projects and initiatives on time, within scope and budget, in close partnership with senior and executive leadership.
• Translate Group mandates into Hong Kong-specific operating models, and implement required processes and controls in line with cultural, linguistic and regulatory requirements.
• Collaborate with team members and cross-functional stakeholders to drive continuous process improvement, update client communication approaches and oversee business continuity planning to ensure operational resilience.

Requirements

• Experience in contact centres, CX or operations, including large-scale transformation.
• Proven project/programme management skills delivering complex initiatives on time and within budget.
• Hands-on experience with digital/virtual channels (e.g. AI, automation, omnichannel, telephony).
• Strong stakeholder management and communication skills, including senior leadership engagement.
• Strategic, data-driven mindset; relevant degree or professional qualification preferred.

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