Country Head of Voice & Virtual (UAE national)
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Key skills for this role
About the Role
Standard Chartered seeks an experienced leader to head Voice and Virtual operations within Wealth and Retail Banking. The role involves strategic leadership of the Client Care Centre, overseeing service, sales, and governance to deliver high-quality client experiences.
Key Skills for This Role
Responsibilities
- Provide strategic leadership across service, sales, and governance operations within the Client Care Centre
- Lead and develop senior managers and team leads to deliver strong operational, service quality, and commercial outcomes
- Drive performance against service, sales, cost, efficiency, and quality targets
- Oversee escalations and ensure timely resolution of complex client issues
- Lead resource planning, productivity management, and cost optimisation
- Use performance metrics and management information to inform strategy and decision making
- Champion customer experience initiatives that improve satisfaction, usage, and revenue outcomes
- Drive engagement, capability development, and sustainable attrition reduction across teams
- Strengthen governance, risk awareness, and compliance across the operation
Requirements
- Extensive experience leading large scale contact centre or customer operations
- Strong people leadership capability with experience managing leaders at scale
- Proven track record in driving operational performance, service excellence, and cost management
- Strong analytical and problem solving skills
- Excellent communication and stakeholder management skills
- Understanding of contact centre governance, risk, and operational controls
- Graduate or post graduate degree in business or related discipline
- Fluency in Arabic and English
Full Job Posting
About Us
- Our team consists of 25,000 colleagues across 35 countries.
- We serve affluent and emerging affluent clients with traditional banking services including investment, credit, and wealth planning.
About Wealth And Retail Banking
- WRB serves over 11 million clients in fast growing markets.
- We leverage digital channels with a human touch to provide deposits, payments, financing, wealth management, and advice.
Job Summary
- We are looking for a Head, Voice and Virtual to provide strategic leadership across the Client Care Centre.
- You will oversee large scale service, sales, and governance operations, ensuring consistent client experiences across voice and virtual channels.
Key Responsibilities
- Provide strategic leadership across service, sales, and governance operations within the Client Care Centre.
- Lead and develop senior managers and team leads to deliver strong operational, service quality, and commercial outcomes.
- Drive performance against service, sales, cost, efficiency, and quality targets.
- Oversee escalations and ensure timely resolution of complex client issues.
- Lead resource planning, productivity management, and cost optimisation.
- Use performance metrics and management information to inform strategy and decision making.
- Champion customer experience initiatives that improve satisfaction, usage, and revenue outcomes.
- Drive engagement, capability development, and sustainable attrition reduction across teams.
- Strengthen governance, risk awareness, and compliance across the operation.
Skills And Experience
- Extensive experience leading large scale contact centre or customer operations.
- Strong people leadership capability with experience managing leaders at scale.
- Proven track record in driving operational performance, service excellence, and cost management.
- Strong analytical and problem solving skills with the ability to translate insights into clear actions.
- Excellent communication and stakeholder management skills with the ability to influence at senior levels.
- Understanding of contact centre governance, risk, and operational controls.
Qualifications
- Graduate or post graduate degree in business or a related discipline.
- Fluency in Arabic and English language is required.
About Standard Chartered
- We are an international bank with over 170 years of history.
- Our purpose is to drive commerce and prosperity through our unique diversity.
What We Offer
- Competitive salary and benefits including retirement savings, medical and life insurance.
- Time off including annual leave, parental/maternity leave (20 weeks), sabbatical (12 months max), and volunteering leave (3 days).
- Flexible working options based around home and office locations.
- Proactive wellbeing support through Unmind, Employee Assistance Programme, and self help toolkits.
- Continuous learning culture with opportunities to reskill and upskill.
- Inclusive and values driven organisation.
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