Standard Chartered
績效分析專員 Associate, Performance Management
Standard Chartered, Mooresville, North Carolina, United States, 28115
JOB SUMMARY
Analyze Voice & Virtual performance and volume forecast for Voice & Virtual strategy planning and management direction.
Responsible for overall responsibility for managing Real Time (scheduling & forecast), Scorecard, Financials & cost and inbound/outbound frontline performance management under Voice & Virtual including service and sales performance.
Processes
Teleservice Performance Management
Developing and maintaining data collection procedures and policies.
Using software such as Excel, SQL, Python or specialized data analysis tools.
Creating visualizations to communicate data effectively.
Conducting market research and competitor analysis.
Assessing the effectiveness of business strategies and recommend changes
Forecast accuracy and well arrangement scheduling for workforce management
Developing and maintaining forecast model for inbound call analysis and shift management
Using software such as Excel, SQL, Python or specialized data analysis tools.
Teleservice scorecard performance management
Performance analysis and optimisation recommendations
Campaign ideation and execution.
Project Management
Planning, organizing, coordinating, and communicating aspects of project work activities on site from conception to completion.
Evaluate risk assessment, safe work procedures and method statement to ensure that it comply with internal and external requirement
Risk Management
Ensure losses, risk events, policy deviations, KCSA & KRI exceptions, are recorded, reviewed and reported. Engage appropriate stakeholders to ensure timely remedial actions and escalation of situations that pose significant risk.
Assist BRM in the implementation of OR framework or other relevant OR initiatives.
Issue Management
Proactively identify potential issue from analyzed result and the regarding solution.
Independently analyse and address gaps to understand issue root cause and identify solution.
Governance
Ensure adherence to the ORMAF in the identification, assessment, mitigation and control and monitoring of risk. Ensure sufficient traction and follow through management actions to mitigate identified operational risks exposure.
Ensure that relevant Group and Business policies are effectively embedded within business unit. Facilitate the implementation of key control standards (KCS), related key control self-assessment (KCSA), key risk indicators (KRI) and monitoring plans for compliance and operational risk management.
Regulatory & Business Conduct
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Lead to achieve the outcomes set out in the Bank’s Conduct Principles
Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
Contact Center
All products and segments
WRB Seg Analytics
Digital Banking
Property
Technology
BRM
Qualifications
Data Analysis related experience is required.
Project management experience is recommended.
Skill needed:
Data Analytics - Proficiency in Python, VBA, SQL or other equivalent tools
Statistics and Modelling - Hypothesis testing, regression or other modelling skills
English capability on conversation, read, and write.
About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
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
What we offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
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.
#J-18808-Ljbffr
Analyze Voice & Virtual performance and volume forecast for Voice & Virtual strategy planning and management direction.
Responsible for overall responsibility for managing Real Time (scheduling & forecast), Scorecard, Financials & cost and inbound/outbound frontline performance management under Voice & Virtual including service and sales performance.
Processes
Teleservice Performance Management
Developing and maintaining data collection procedures and policies.
Using software such as Excel, SQL, Python or specialized data analysis tools.
Creating visualizations to communicate data effectively.
Conducting market research and competitor analysis.
Assessing the effectiveness of business strategies and recommend changes
Forecast accuracy and well arrangement scheduling for workforce management
Developing and maintaining forecast model for inbound call analysis and shift management
Using software such as Excel, SQL, Python or specialized data analysis tools.
Teleservice scorecard performance management
Performance analysis and optimisation recommendations
Campaign ideation and execution.
Project Management
Planning, organizing, coordinating, and communicating aspects of project work activities on site from conception to completion.
Evaluate risk assessment, safe work procedures and method statement to ensure that it comply with internal and external requirement
Risk Management
Ensure losses, risk events, policy deviations, KCSA & KRI exceptions, are recorded, reviewed and reported. Engage appropriate stakeholders to ensure timely remedial actions and escalation of situations that pose significant risk.
Assist BRM in the implementation of OR framework or other relevant OR initiatives.
Issue Management
Proactively identify potential issue from analyzed result and the regarding solution.
Independently analyse and address gaps to understand issue root cause and identify solution.
Governance
Ensure adherence to the ORMAF in the identification, assessment, mitigation and control and monitoring of risk. Ensure sufficient traction and follow through management actions to mitigate identified operational risks exposure.
Ensure that relevant Group and Business policies are effectively embedded within business unit. Facilitate the implementation of key control standards (KCS), related key control self-assessment (KCSA), key risk indicators (KRI) and monitoring plans for compliance and operational risk management.
Regulatory & Business Conduct
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Lead to achieve the outcomes set out in the Bank’s Conduct Principles
Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
Contact Center
All products and segments
WRB Seg Analytics
Digital Banking
Property
Technology
BRM
Qualifications
Data Analysis related experience is required.
Project management experience is recommended.
Skill needed:
Data Analytics - Proficiency in Python, VBA, SQL or other equivalent tools
Statistics and Modelling - Hypothesis testing, regression or other modelling skills
English capability on conversation, read, and write.
About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
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
What we offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
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.
#J-18808-Ljbffr