Head Customer Service - Bahrain & Jersey

Role Overview: As a strategic leader in the unit aligned with the global WRB and contact center strategy, your role involves providing guidance and direction to ensure the delivery of inbound tele-service, tele-sales, and governance across products and segments. Key Responsibilities: - Manage teams/COE to achieve key performance metrics and guide team leads in meeting business goals effectively. - Supervise the team to ensure consistent delivery of customer delight, meeting KPI targets, and maintaining unit costs within acceptable limits. - Handle escalations, track accuracy and timely MI, and manage cost and resource allocation. - Develop initiatives and system changes to enhance customer usage and behavior patterns, thereby increasing service revenue. - Champion business initiatives impacting service, sales, and cost, and assist other units in projects and strategic initiatives. - Ensure SLAs are met for all service delivery aspects, maintain high engagement levels in the team, and provide feedback to staff and customers. - Manage, motivate, and train staff and team leaders for optimized performance, including training on service/products and changes in procedures and policies. - Review staffing requirements to match workflow needs, identify opportunities for improvement, and inspire coworkers to attain goals and pursue excellence. - Work towards reducing attrition rates within the organization's prescribed limits. Qualifications Required: - Graduate/Post-graduate degree in business management. - Minimum 10-12 years of banking experience, primarily in Sales & Marketing/Operations/Collection. - Extensive knowledge of banking operations and process management. - Excellent analytical, influencing, and negotiation skills. - Strong people management, communication, time management, and stakeholder management skills. - Proficiency in MS Office applications, especially Excel, PowerPoint, and Word. - Knowledge of banking business/financial services and strong interpersonal, coaching, problem-solving, and decision-making skills. - Ability to meet deliverables within tight deadlines. About Standard Chartered: Standard Chartered is an international bank committed to making a positive difference for clients, communities, and employees. With a history of over 170 years, the bank values diversity, inclusion, innovation, and continuous improvement. If you are seeking a purpose-driven career in a bank that values unique talents and advocates inclusion, Standard Chartered welcomes you to be part of their team. Additional Details: Standard Chartered offers core bank funding for retirement savings, medical and life insurance, along with flexible and voluntary benefits in some locations. Employees enjoy time-off benefits such as annual leave, parental/maternity leave, sabbatical, and volunteering leave. The bank also provides proactive wellbeing support, continuous learning opportunities, and a values-driven culture promoting diversity and inclusion across all teams and geographies.,