Associate Director - Resilience & Service Excellence

Job Summary

Lead the Customer Incident & Service Excellence Team within the Contact Centre, with end-to-end accountability for customer-impacting incidents across the incident lifecycle. The role drives timely management reporting, stakeholder coordination, remediation tracking and service improvement, while providing clear insights on customer sentiment, call volume and resourcing to strengthen customer outcomes, operational resilience and regulatory readiness.

Key Responsibilities

• Lead the Customer Incident & Service Excellence Team, setting and running an effective operating model to manage customer-impacting incidents across the full incident lifecycle.
• Own end-to-end management of customer-impacting incidents, including impact assessment, stakeholder coordination, customer communication, management reporting, remediation tracking and post-incident review.
• Translate incident insights, customer sentiment and contact-volume trends into clear service improvement priorities that enhance customer outcomes, operational resilience and regulatory readiness.
• Act as the central coordination point for Contact Centre incident response, ensuring timely decisions, effective communication, accurate reporting of service impact, call volumes and resourcing to management and stakeholders.
• Establish, maintain and continuously improve incident processes and governance, ensuring clear ownership, accurate documentation, action tracking, closure, and alignment with Group, Country, Business and Contact Centre policies and standards.
• Monitor recurring incident themes and control weaknesses, and drive sustainable corrective and preventive actions with relevant owners to reduce future customer and operational risk.
• Lead by example to build an accountable, collaborative, customer-focused culture; provide clear direction, prioritisation, coaching and support to team members, and maintain effective coverage and succession for weekday and weekend support.
• Identify, assess, escalate and document customer, conduct, operational and regulatory risks arising from incidents, ensuring decisions and remediation actions are compliant and auditable for management oversight and regulatory enquiries.
• Uphold and role-model the Group's Values, Code of Conduct and "Here for good" brand promise, taking personal responsibility for high ethical standards and effective management of risk, conduct and compliance matters.
• Collaborate effectively with key stakeholders (Contact Centre management, frontline operations, Technology, Operations, Product, Client Experience, Corporate Affairs, and Country/Group incident owners) and support ad hoc priorities related to customer incidents, service excellence and operational resilience.

Skills and Experience

• Significant experience leading incident management, service excellence or contact centre operations teams.
• Strong knowledge of end-to-end incident lifecycle and customer-impacting incident handling.
• Proven ability to analyse incident, customer sentiment and contact-volume data to drive service improvements.
• Excellent stakeholder management and coordination skills across multiple functions and levels.
• Strong governance, documentation and reporting capabilities, including risk and issue tracking.
• Good understanding of operational, conduct, customer and regulatory risk.
• Demonstrated leadership skills, including coaching, developing talent and building a customer-focused culture.
• Clear, confident communication skills, especially under pressure and during major incidents.
• Ability to design, implement and improve processes and controls to prevent recurrence.
• Strong personal integrity and alignment to Group Values, Code of Conduct and high ethical standards.

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.