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 transparent 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 standar
📌 Head, Operations Excellence WRB Contact Centre (Bengaluru)
🏢 Standard Chartered Bank
📍 Bengaluru
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