Job Summary

The Head, Operations Excellence is a Global Centre of Excellence (COE) role responsible for defining and governing how operational performance, service quality, risk and workforce management are consistently delivered across WRB Contact Centres globally.
The role sets the enterprise standards, frameworks and controls that underpin contact centre operations, and ensures markets execute against these expectations through structured governance, performance oversight and targeted intervention.
Working in close partnership with the AI Management & Insights and Expert Knowledge Coach COEs, the role uses data‑driven insights to identify performance gaps, address systemic issues and drive sustained improvements in execution quality. It enables markets to deliver agreed commercial, operational and experience outcomes, while maintaining clear ownership of local performance.
Overall, the role ensures consistent, scalable and well‑controlled operations across markets by combining explicit standards, disciplined governance and timely intervention to improve outcomes at scale.





Key Responsibilities

Global Operational Standards and Frameworks

Define, own and continuously evolve global operational standards and frameworks for WRB Contact Centres, ensuring consistent expectations across all markets.
Establish enterprise standards across key operational domains, including:
Service quality standards and frameworks, covering quality assurance models, performance thresholds and experience expectations.
Risk and control monitoring standards, ensuring consistent identification, escalation and mitigation of operational and conduct risks.
Security standards, including global authentication and access controls, aligned to Group security and regulatory requirements.
Workforce and capacity management standards, covering planning, demand forecasting, resource deployment and utilisation.
Ensure standards are scalable, auditable and designed to support regulatory compliance, operation

📌 Head, Operations Excellence WRB Contact Centre (Bengaluru)
🏢 Standard Chartered India
📍 Bengaluru