Head - Operations Readiness

Standard Chartered
Bangalore Bengaluru Karnataka, Karnataka, India
Competitive Salary
Closing date
Nov 30, 2021

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Job Role
Contract Type
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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. It's 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.
We're 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 Responsibilities
To drive and lead the Service Training and Knowledge Management in India and MY hubs. The role holder would be responsible for ensuring training delivery aligned to business needs with specific focus on Service excellence

Business Partner & Strategist

    To understand the business needs and build training solutions. To continuously engage with Stakeholders to develop the Training Content/Plan and Roadmaps
    To implement the most suitable and cost effective solution for the business within reasonable timeframes
    To periodically update the stakeholders on progress
    To review best practices in the training world both domestically within competition and international developments and suggest contemporary cost effective solutions
    To continuously review approach and strategy to meet business needs
    Adequately capacitise the training team to meet business needs
    To lead training effective projects to positively impact productivity & performance of the business.
    Embedding a Client Obsessed Culture

    Building the Training Content/Plan and Roadmaps

      Collating training requirements across business units and consequent capacity planning and development of Training Content/Plan and Roadmaps.
      Engage linked departments like OR, country Compliance, SQ etc to build Training Content/Plan and Roadmaps
      Build Training Content/Plan and Roadmaps for different levels in the Contact Centre structure and job families
      Develop Training Calendar and circulate
      Ensure consistency of training approach across all Service deliverable units supported

      Building a robust Knowledge Management structure

        Ensuring the entire IN RCC knowledge pool is managed in a manner that it is up to date and easy to access
        Use various knowledge management tools (LinQ, K1, Bridge, Sharepoint) to host the appropriate content and make it available to staff on demand
        Manage process notes, campaigns and important information/links used in a BAU environment
        Keep staff updated of all minor and major changes through critical information bulletins (CIB&rsquos)
        Check the staff understanding of the knowledge through constant reiteration and regular quizzes
        Manage a team of knowledge management specialists and ensure that information is kept up to date
        Help the specialists in meeting their objectives by liaising with teams like Process development, Product Managers, Training, Operational Risk and Operations

        Developing a strong team of Trainers and Knowledge Management Specialists

          Ongoing Recruitment and Selection, as per approved capacity plan
          Ensuring an environment where there is proper coaching of trainers, as well as supporting the retention of training talent
          Training the trainers, ensuring they are up to date on contemporary sales training processes, methodology.
          Implementing an effective performance management system for the Service Academy team
          To upgrade and develop trainer skills which in turn will enable them to deliver more value add programs for the business
          To follow through on the Q12 Impact Plan
          To develop training standards and processes.
          Setting in place processes that would help to measure the effectiveness of training.
          To build the training budget in consultation with business and get the same approved.
          To continuously look at opportunities to bring about cost savings and efficiencies

          Interface with Curriculum Development

            Working with the Curriculum Team to ensure content development in line with business needs.
            To ensure all curriculum is oriented towards (a) Day 1R (b) Score Card/KPI (c) Customer Experience
            Interfacing with the curriculum team and ensuring the is reviewed and updated at regular intervals
            Ensuring appropriate deployment of training methodology to get maximum results i.e. simulation, role plays, games oriented, class room etc
            To continuously review other internal reports like SQ Surveys, BORG reports etc to see key points emerging and upgrade curriculum & delivery accordingly.

            Governance, OR, Process, MIS, Analytics

              Embedding principles of, Operational Risk Management & Assurance (ORMA) framework.
              Ensure full compliance with the Group CB Compliance Policy and Training Governance framework, India ORMA Framework and Internal Operating Guidelines for training.
              Ensure that all Audits / QA reviews are cleared at all offices under purview with no repeat findings wrt training, Ensuring full state of readiness to face surprise audits.
              To conduct all training activities in compliance with SCB&rsquos internal policies and external laws / regulations / guidelines
              To ensure timely submission of MIS. To continuously review MIS and take informed decisions for the betterment of the Academy and the Business
              Timely upload and compliance with the Quarterly Training Calendar
              Standardize on measurement & productivity metrics

              Key Relationships

                Head contact centre, VCGM&rsquos & business heads.
                Country OL/ Group L&TD for alignment on Training Systems and Processes
                VC-HRRM&rsquos for Training Needs, Info wrt new hires, transfers, & exits, scheduling, planning and logistics for training nominations etc

                Our Ideal Candidate

                  8&ndash 12 years plus of relevant experience &ndash Learning, Training and Service Platforms
                  Strategic Thinker, Analytic, Influencer, Solution Provider
                  Strong planning and administrative skills to lead a large team across geographies
                  Strong conceptual and domain knowledge of Learning, knowledge management and Instructional Design

                  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 . We welcome conversations on flexible working.

                  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. It's about showing how you embody

                  Skills: Head - Operations Readiness

                  Experience: 12.00-15.00 Years
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