Senior Manager, Global Help Desk Operations

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role ResponsibilitiesThe role holder (Senior Manager, Global Help Desk Operations), will be part of the HR Service Operations team and will report to the Head, Global Help Desk Operations GPS. Working with the Head, Global Help Desk Operations GPS, the primary responsibility of the role holder is to operationalise the consolidation of Global Help desk activities from exit management, Maternity and Sabbatical helpdesk management and onboarding assistance across the Group. The role holder will also be responsible for risk management and recovery of overpayment from exit employeesThe role holder will play a key role in maintaining employee relationship with focus on an excellent end-to-end customer experience for offboarding, assisting employees in Sabbatical / Maternity and onboarding. The role holder will play a pivotal role in implementing the automated workflow for exit process in ServiceNow.StrategyEmployee Experience Management

• Ensure that employees/ exited employees receive a friendly, professional and consistently high-quality service helping to resolve various queries and get it right first time
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Processes

• Work along with the Head, GHDO in standardizing of help desk activities across the globe
• Handling the help desk activities across the assigned regions
• Handle end to end help desk activities- Exit Management (Voluntary and Involuntary), Leave Calculations for leavers, overpayment risk and recovery management, maternity, sabbatical process management & Onboarding assistance.
• Ensuring customer service is timely and accurate
• Expands and maintains relationships with stakeholders
• Support the team in assessing, clarifying, and validating consumer needs on a regular basis

People and Talent

• Work with multiple teams across different locations.
• Develop talent, ensure succession planning and other people leader responsibilities.
• Lead through example and build appropriate culture and values.

Risk Management

• Identify risks and assumptions associated with the functional elements of the solution
• Strengthen operational risk management
• Act to minimise operational loss and audit failures and take proactive measures to respond to matters arising, and identify and manage forward looking risks
• Embed the Group s values and code of conduct across the function
• Ensure that Risk Management matters that are brought to the job holder s attention are subject to direct remedial action and/or ensure adequate reporting to the appropriate Risk Committees

Governance

• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role
• Responsible for delivering effective governance , capability to challenge peers effectively and willingness to work with any local regulators in an open and cooperative manner

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group s 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.

Key Stakeholders

• GPS HR Leads, Country Heads of HR, HR Service Delivery Country Heads

Other Responsibilities

• Embed Here for Good and Group s brand and value in HR SD&O
• Collectively responsible for delivering efficiency, quality and service goals and targets associated with the function

Our Ideal CandidateQualification, Knowledge and Experience:

• Any Graduate, preferably post graduate in Human Resources
• Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change
• Understands the AskHR Case Management process and demonstrates understanding of HR Processes and Products
• Experience in coordinating with different teams across geographies to bring issues to resolution
• Awareness of the cultural, legal and risk factors that influence how HR operates in our different markets and its impact on the GPS Services function

Skills:

• Excellent communication skills and leadership skills to lead and motivate a growing and changing service operation
• The ability to engage with managers at all levels across the wider business to achieve goals and objectives
• Has in-depth knowledge of one or more process/ products and is regarded as an expert
• Understand the HR and the AskHR Target Operating models and how the different components collaborate to deliver HR services and the HR collective agenda
• Understands the SCB structure and matrix organisation
• Excellent spoken and written communication skills, including effective questioning and active listening
• Demonstrates excellent customer relations skills
• Interprets data, spots trends, analyses the underlying causes makes recommendations to improve the process - thereby playing a key role in continuous improvement.
• Working Knowledge on MS Excel/Word/PowerPoint.
• Ability to multi-task, set priorities & deliver.
• High attention to detail and think through creatively

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
financesalesltdmisaccountancycode of conducthelp desk operationshr processesexit processrisk managementexit managementforward lookingcustomer service