Vice President - Affluent Segment & Contact Center Transformation Lead

We are seeking a dynamic and experienced Contact Center Transformation Lead to join our team and drive the evolution of our contact center operations in Bukit Jalil Office. This senior leadership role is pivotal in driving innovative strategies to enhance customer service and operational efficiency through the modernization of contact center technology, processes, and customer experience. The successful candidate will lead cross‑functional teams to implement new systems, analyse performance metrics, ensure regulatory compliance, and foster a customer‑centric culture to deliver personalised banking experiences.

Customer Experience Focus

• Design and implement strategies to enhance customer engagement and satisfaction across all contact centre channels (phone, email, chat, social media).
• Ensure seamless omnichannel integration, allowing customers to move between different channels without losing context.
• Drive the adoption of new technologies, including AI, automation, real‑time analytics, chatbots, and potential integration with blockchain or central bank digital currencies (CBDCs).

Data‑Driven Decision‑Making

Stakeholder Engagement

Sales and Revenue Growth – Affluent Segment Strategy

Contact Centre Transformation

Process Improvement

People & Talent

Qualifications

Benefits

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Standard Chartered Global Business Services is a critical component of Standard Chartered Bank, providing world‑class technology, software and system development, information technology support services, banking operations and customer care capabilities worldwide. Located in Malaysia, the centre houses one of the largest software development centres and the Bank’s Collective Intelligence and Command Centre, offering situational awareness and response capabilities.

We are an international bank, nimble enough to act, big enough for impact. For more than 170 years, we have 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 want to work for a bank that makes 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.

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