Hive Lead, Staff-Assisted Servicing

• Define and execute the strategy for staff-assisted customer servicing across contact centres and operational servicing channels
• Drive the evolution of assisted servicing operating model, ensuring alignment with digital self-service and conversational banking capabilities
• Identify opportunities to reduce cost-to-serve while improving customer experience through process optimisation and technology enablement
• Take ownership of the Hive purpose by ensuring each member fully understands and embraces the Hive's vision & mission

• Lead a cross-functional hive operating model comprising product owners, engineers, specialists, analysts, and collaboration with platform teams
• Deliver capabilities through agile squads focused on improving assisted servicing journeys and operational efficiency
• Establish strong delivery governance across roadmap prioritisation, execution, and value realisation

• Down the roadmap and delivery of contact centre and servicing technology solutions, including telephony, CRM, and workforce optimisation tools
• Oversee implementation and optimisation of technologies such as:
• Cloud contact centre platforms (e.g. telephony and digital engagement systems)
• Customer relationship management systems
• Workforce management and quality monitoring tools
• Speech and interaction analytics platforms
• Ensure seamless integration between contact centre systems, conversational AI platforms, and digital banking channels

• Improve agent productivity through intelligent tooling, workflow automation, and AI-assisted capabilities
• Implement capabilities such as agent assist, knowledge management, and real-time decision support
• Enhance the employee experience for servicing staff through improved systems, simplified workflows, and data-driven insights

• Lead the redesign of staff-assisted servicing journeys to reduce friction and improve resolution times
• Enable seamless transitions between digital, conversational, and human-assisted channels
• Partner with markets to prioritise high-impact servicing improvements

• Maintain robust controls across customer authentication, data privacy, and servicing processes
• Work closely with Risk, Compliance, and Operational Excellence teams to ensure regulatory compliance

• Act as the senior owner for staff-assisted servicing capabilities and contact centre enablement
• Partner closely with Digital Banking, Operations, Technology, Customer Experience, and AI teams
• Influence senior stakeholders on servicing transformation initiatives and investment priorities

• Lead through example and build appropriate culture and values
• As leader of the team, give clarity, develop talent, and make decisions
• Set appropriate tone and expectations within the team and work in collaboration across the Bank
• Develop and implement clear structures of accountability to ensure team members can perform successfully in their roles and there is clear oversight / supervision / decision making e.g. committees and forums

• WRB Managing Team
• Digital and Technology
• Segments
• Market teams
• Data and Analytics
• Operational Risk
• Legal and Compliance
• Internal Audit

• Cloud contact centre technologies
• CRM platforms and servicing systems
• Speech analytics and interaction intelligence
• Automation and AI-assisted servicing capabilities
• API-based integration with digital banking platforms

• 10+ years of experience across banking, contact centre transformation, digital servicing, or technology delivery
• Leadership of large cross-functional teams spanning product and technology
• Experience operating at senior leadership level
• Experience in identifying skill gaps and mitigate risks to deliverables
• Bachelor's degree in business
• Previous experience as a Product Owner or similar role in product delivery using agile framework
• Customer-centric mindset with a passing for delivery high-quality products that meet or exceed customer expectations and drive business value
• Strong understanding of Agile principles and methodologies, including Scrum, Kanban, or Lean, and experience working in agile development teams
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, stakeholders, and customers
• Leadership qualities with the ability to influence and motivate team members, foster a culture of innovation and collaboration, and drive results in a fast-paced environment
• Familiarity with SDLC processes and methodologies is a plus
• Strong problem-solving skills and a proactive approach to addressing challenges and overcoming obstacles in product development and delivery
• Working knowledge of:
• Cloud contact centre technologies
• CRM platforms and servicing systems
• Speech analytics and interaction intelligence
• Automation and AI-assisted servicing capabilities
• API-based integration with digital banking platforms

• Tech Debt
• Software Product Delivery
• Enterprise Change Delivery

• 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

• 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.

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Standard Chartered