5,915 Customer Service & Helpdesk jobs in Malaysia

ELSA ENERGY Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

ELSA ENERGY Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Role Purpose:

Responsible for delivering professional and efficient legal advice, services, and support to projects and operations within the Joint Development Area (JDA), including legal advisory, regulatory and statutory compliance, governance matters, drafting legal documents, contract negotiations, and managing legal disputes. Also accountable for recommending appropriate actions to safeguard the company's legal and commercial interests, while supporting its business needs and strategic objectives in venture-related activities.

Role Purpose:

Responsible for delivering professional and efficient legal advice, services, and support to projects and operations within the Joint Development Area (JDA), including legal advisory, regulatory and statutory compliance, governance matters, drafting legal documents, contract negotiations, and managing legal disputes. Also accountable for recommending appropriate actions to safeguard the company's legal and commercial interests, while supporting its business needs and strategic objectives in venture-related activities.

Key Accountabilities:

• Provide legal advice and opinions on matters related to applicable laws, regulatory requirements, and potential legal and commercial risks associated with the companys operations and activities, ensuring informed decision-making.
• Advise and make recommendations on the development and application of Malaysian and Thai laws, as well as relevant international laws with extraterritorial effect, in relation to the company's operations and projects.
• Review and prepare tender and legal documentation to ensure alignment with Companys policies, guidelines and governance to protect Companys interest.
• Act as Legal Advisor in Tender Committee meetings for all tenders valuing USD250K and below.
• Negotiate contractual terms and conditions to ensure they are formulated in the best interest of Company.
• Assist stakeholders on possible and practical lessons learned to be addressed in the Companys Contract
• Standard Forms Terms and Conditions for contract risk management to minimize legal exposure.
• Assist Senior Legal Counsel on matters related to contract management and formulate with stakeholders for any contract management closure per the approved Limits of Authority, policies and procedures.
• Assist Senior Legal Counsel / Head Legal Counsel on Companys legal disputes and litigation matters while coordinating with external lawyers (Advocates & Solicitors) on the legal proceedings and align with COMPANY guidelines, policies and procedures.
• Assist as and when required by Senior Legal Counsel / Head Legal Counsel for any secretarial related matters that involved COMPANYs shareholders. Ensure that all corporate and company secretarial obligations for the Company are discharged in accordance with the requirements of applicable laws and corporate governance.
• Maintain relationship with shareholders and stakeholders to keep them abreast with the latest information on COMPANY's business update and progress and aim to enhance the self confidence in COMPANY services, products and business solutions.
  
  
  

• Bachelor Degree in Laws / LLB or Barrister-at-Law from recognized universities / institutions.
• Minimum 6 years working experience as legal officer or advocate & solicitor.
• Experience in oil & gas industries is an advantage.
• Must be computer and IT literate.
• Possesses good communication skills and negotiation skills.
• Required Language(s): English & Thai
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Legal
• Industries Oil and Gas

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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure enables customers—from banks to theme parks—to focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen an example of how we empower businesses to automate, optimize, innovate—and wow their customers. We’re laying the foundation for our next wave of growth and are looking for people who love being part of a diverse, global team and are excited about making a real-world impact with data.

The team

Job Purpose: The GCC Professional is responsible for receiving and processing requests from customers, partners, engineers, and internal teams, following standard operating procedures (SOPs) using the knowledge base. This role is critical in creating lasting first impressions with our customers and partners, demonstrating the quality of support they expect from Hitachi Vantara. These impressions foster loyalty and drive future revenue.

Principal Accountabilities:

• Handle incoming and outgoing calls from customers, partners, and engineers in required languages, specified relative to KL or Lisbon.
• Create cases in Hitachi Vantara CRM (Salesforce) following SOPs via the knowledge base.
• Manage calls and cases effectively from start to finish, obtaining updates and providing them to relevant parties.
• Complete daily, weekly, and monthly administrative tasks.
• Follow escalation procedures to transfer calls, cases, or information to appropriate management and support groups.
• Follow up on Pass-Through Support cases with our partners, managing them through to resolution and closure.
• Provide first-line support for support portal inquiries.
• Be available to work a 7x24 shift rotation as required.

Essential Qualifications:

• Degree or equivalent experience in required languages.
• Fluent in spoken and written English, with clear communication skills.
• Strong, confident communication skills in required languages.
• Team player capable of working under pressure.
• Ability to operate efficiently in a busy environment.
• Experience in call centers and customer service environments.
• Professional telephone manner.
• Proficient in Microsoft Office and Outlook.

Preferred Qualifications:

• Experience with call management systems.
• Knowledge of Salesforce or similar applications.
• Experience with the culture of the spoken language.
• Additional language skills are a plus.

Impact and Scope: This role is vital in maintaining customer satisfaction and operational efficiency, directly influencing customer loyalty and company revenue.

About us

We’re a global team of innovators harnessing engineering excellence and passion for insight to co-create solutions to complex challenges. Our mission is to turn organizations into data-driven leaders capable of making a positive impact on their industries and society. If you believe in inspiring the future through innovation, join us to fulfill your purpose and reach your potential.

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are core to our culture. We value diverse thinking, allyship, and empowerment. We encourage all backgrounds to apply and bring their full selves to our team.

How we look after you

We support your well-being with industry-leading benefits, flexible working arrangements, and a culture that fosters belonging, autonomy, and knowledge sharing. We are committed to equal opportunity employment and welcome applicants regardless of race, religion, gender, sexual orientation, age, disability, or other protected characteristics. If you need reasonable accommodations during recruitment, please let us know.

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

• Review thawing or unbinding requests: Strictly review thawing or unbinding requests from various business lines to ensure that each request is compliant and reasonable.
• Centralize operational authority: Ensure that all thawing operations are conducted through a unified permission management system to prevent unauthorized operations.
• Ensure correctness of restriction removal: When removing account restrictions, it is necessary to ensure the accuracy of the operation to avoid risks caused by incorrect thawing.
• Reduce the risk of operational errors: Reduce account security issues caused by operational mistakes by implementing strict operational procedures.
• Cross-departmental collaboration: Work closely with departments such as risk control and customer service to jointly address account security issues.

• Relevant professional knowledge is required, such as education or experience in fields like network security and risk management.
• Possess strong logical thinking and risk assessment abilities to make accurate judgments on complex security issues.
• Strong communication and coordination skills are required to facilitate effective information exchange and cooperation among multiple departments.
• Have a deep understanding of operational processes and strictly adhere to operational norms to ensure compliance.
• Due to the constantly changing technical and risk environment, the ability to rapidly learn new knowledge and skills is necessary.
• Possess a strong sense of responsibility and patience when dealing with sensitive and complex account security issues, along with good stress tolerance.
• Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts.
• Willingly to work according to given schedule to support 24x7 operations.
• Willing to work in Tun Razak Exchange, walking distance to MRT TRX.
• Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance + Annual Increment).
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations

#LI-ONSITE

#LI-Onsite #LI-JC3

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Head of Customer Service Center & Process Excellence, SEA

Apply locations: Shah Alam, Singapore | Time type: Full time | Posted on: Posted Today | Job requisition id: JR

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers, and society. Together, we’re pioneering solutions of the future and unlocking the full potential of resources. We challenge conventional thinking to develop world-leading technologies that inspire progress in energy, food, water, and shipping.

Our 140-year-old start-up culture and rapid growth are driven by an innovative, open spirit that also fosters personal development. As we shape a more resourceful, less wasteful world, we build our careers too.

Who You Are

You are a self-motivated team player with the ability to network easily in an international, cross-cultural environment. You align with Alfa Laval's drivers: Action, Interaction, and Satisfaction. You are solution-oriented, prioritize effectively, and focus on continuous improvement. You communicate clearly and build trust without prestige.

If this describes you, this position might be just what you're looking for!

About The Job

We seek an experienced leader to oversee customer service operations and process excellence initiatives across Southeast Asia. The role involves delivering exceptional customer experiences, optimizing service processes, and leading regional teams to achieve operational excellence and customer satisfaction.

Job Description

Strategic & Operational Leadership

• Develop the annual CSC action plan, setting priorities aligned with sales strategy and business targets.
• Lead the Customer Service team, ensuring performance aligns with company goals and plans.
• Coach and develop direct reports to strengthen competencies and ensure succession planning.

Order Management & Execution

• Oversee end-to-end order fulfillment, ensuring accuracy, timeliness, and compliance with customer contracts.
• Monitor backlog and invoicing to ensure timely revenue recognition and customer satisfaction.
• Coordinate logistics with factories to meet delivery terms.

Customer & Stakeholder Collaboration

• Promote a customer-centric mindset and high-quality service delivery.
• Act as the main escalation point for complex issues or key accounts, managing customer claims.
• Coordinate with Sales, Finance, Supply Chain, and other departments for a seamless customer experience.

Finance & Credit Risk Management

• Implement credit control as instructed by Finance.
• Follow up on backlog and resolve credit or payment issues with Finance.

Process Excellence & Continuous Improvement

• Identify and implement process improvements to increase efficiency.
• Drive digital transformation and service innovation collaboratively.
• Apply Lean Six Sigma methodologies for data-driven improvements.

Governance & Compliance

• Ensure compliance with export controls, policies, and regulations.
• Support audits and risk assessments.

What You Know

• Bachelor’s degree in Business, Operations, or related field.
• 10-15 years of regional customer service experience, including 5+ years in leadership managing diverse teams.
• Experience managing teams in a multinational environment is preferred.
• Proven process improvement skills (Lean, Six Sigma preferred).
• Strong leadership, analytical, and stakeholder management skills.

What’s In It For You

We offer a challenging position in an open, friendly environment focused on development and value creation. Your work will significantly impact Alfa Laval’s future.

We value diversity, inclusion, and equity. We use Pymetrics assessments to gain behavioral insights, and applicants will be invited to participate in these assessments.

#LI-TS2

We are committed to making a positive impact daily—on colleagues, partners, customers, and society. We innovate in energy, food, water, and shipping sectors, fostering a resourceful, less wasteful future. Our 140-year-old culture of innovation and growth supports personal and professional development.

This job is for an Account Admin Executive/Customer Service Coordinator. You might like this job because you’ll help manage finances and improve customer relationships, making a direct impact on the business's success!

Responsible for the planning, managing and running of all the finance activities & operations of the subsidiary branch (Assembly Industry). Assist for the daily local operations and internal office processes for our subsidiary branch.

• Oversee accounting functions, including financial reporting, records, compliance with regulatory requirements, and all related activities.
• Assist in audits and ensure compliance with internal policies and external regulations.
• Manage and maintain relationships with stakeholders to ensure compliance and facilitate negotiations as needed.
• Assist headquarters with local operations & administrations, including employee relations, customer enquiries, and billing activities.
• Collaborate with cross-functional teams to support operational goals.
• Prepare and present financial and operational reports to senior management.
• Monitor and improve internal office processes for efficiency and effectiveness.
• To manage ad hoc task assigned by management from time to time

Customer Service Coordinator:

Response to customer enquiry & ordering, monitor & arrangement of logistic matter, handling customer complaint and maintain good relationship with our customer and colleague.

• Provide outstanding customer service to improve customer satisfaction and relationship
• Prepare Sales order (cash) and Delivery order (DO)
• Monitor and arrangement of logistic matter for product order delivery time to ensure on-time delivery to customers
• Handle incoming phone calls related to; return material requests, product sample and order referrals, sales promotions and etc
• Alert customer on delivery and flow issues in advance
• Maintain database of customer sales order and invoicing records
• Attend to customer enquiries, complaints and customer service
• Maintain proper and on time filing
• Well maintain CRM record
• To manage ad hoc task assigned by management from time to time
• Provide outstanding customer service to improve customer satisfaction and relationship
• Prepare Sales order (cash) and Delivery order (DO)
• Monitor and arrangement of logistic matter for product order delivery time to ensure on-time delivery to customers
• Handle incoming phone calls related to; return material requests, product sample and order referrals, sales promotions and etc
• Alert customer on delivery and flow issues in advance
• Coordinate, analyze and improve customer service functions to meet Company goals
• Maintain database of customer sales order and invoicing records
• Assist in sales & marketing activities and inventory control maintenance
• Attend to customer enquiries, complaints and customer service
• Maintain proper and on time filing
• Well maintain CRM record
• Anticipate in ISO activities
• To manage ad hoc task assigned by management from time to time

Account Admin Executive

• Diploma or Degree in Accounting, Finance, Business Administration, or related field.
• Minimum 1–2 years of relevant working experience in accounting and administrative support roles.
• Familiarity with accounting software (e.g. SQL) is preferred.
• Experience handling full or partial set of accounts is advantageous.
• Good command of Microsoft Office tools, especially Excel (pivot table, VLOOKUP, etc.).
• Responsible, well-organized, and able to meet deadlines.
• Proactive and able to work independently with minimal supervision.
• Proficient in written and spoken Mandarin, English and Bahasa Malaysia

Customer Service Coordinator

• SPM/Diploma or equivalent
• Or Min 2 years’ experience in related field
• Maturity, responsible and friendly
• Accurate, efficient and organized with the ability to priorities tasks as needed
• Professional, confident and diplomatic when liaising with others
• Good time management and ability to multitask
• Strong verbal and written communication skills in Mandarin, English and Bahasa Malaysia

Inside Solutions Architect (Mandarin & Cantonese Speaking)

At Dell Technologies, we are committed to creating innovative technologies that drive human progress. Our goal is to help our customers thrive in this constantly evolving digital world by delivering essential technology solutions to help move them forward. Powered by a workforce that values and celebrates different backgrounds, we create solutions that harness and amplify technology in the most meaningful ways. From hybrid cloud and high-performance computing to ambitious social impact and sustainability initiatives, what we do impacts everyone, everywhere.

Join us as an Inside Solutions Architect on our presales team in Malaysia to support China/Taiwan/Hong Kong , to do the best work of your career and make a profound social impact.

The Dell Technologies I S A role is designed to develop recent college/university graduates and individuals in their early career into skilled Presales Solutions Architect moving forward. This role blends the art of sales with the science of technology. We strive to act as trusted technology advisors to our customers to help recommend and design technology-based products and solutions. In this role you will:

• Develop your knowledge of Dell Technologies’ datacenter solutions.

• Develop professional consultative skills used to gather customer requirements and IT environment specifics.
• Work with diverse teams and individuals to collaboratively architect unique technical solutions.
• Deliver product demos and presentations on product features and benefits.

• Drive the latest trends in Modernized Datacenters, software-defined initiatives, cloud and artificial intelligence which are changing howcustomers deploy and operate IT infrastructure.

What you’ll learn:

• Modern datacenter infrastructure and technology trends.
• How Dell Technologies and our strategically aligned businesses help customers solve their IT and business challenges.
• Consultative technical design and selling skills.
• How to drive customer innovation using cutting-edge technologies.
• Communication skills, business acumen skills, presentation skills, and influential skills.

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

• A Bachelors/Masters Degree in IT/Computer Science or any IT related field. Proficient in spoken and written English & Mandarin or Cantonese
• Proven technology skills, outstanding interpersonal abilities, strong written and verbal communication skills. Great attitude and passionate about technology.
• Server, Storage, Networking & virtualization knowledge. Attention to detail and problem-solving capabilities. Being an innovative thinker and a self-starter with a desire-to-win type mindset. Creative and resourceful, with a true passion for technology

Desirable Requirements

• Internship or work experience in a technology-related field or a technology company
• Work related experience as a presales/solutions architect

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here .

Dell's Equal Employment Opportunity Policy Statement. Dell is committed to the principle of equal opportunity employment for all employees.

We are seeking an experienced leader to oversee and drive the customer service operations and process excellence initiatives across Southeast Asia. The role is responsible for delivering exceptional customer experience, optimizing service processes, and leading regional teams to achieve operational excellence and customer satisfaction.

• Elaborate the annual CSC action plan, setting key priorities aligned with the local Sales Strategy and business targets.
• Lead the Customer Service team with clear direction, ensuring performance is aligned with company goals and the defined plan.
• Develop, motivate, and coach direct reports to strengthen competencies and secure succession planning.
• Oversee the end-to-end order fulfilment process, from entry to delivery, ensuring accuracy, timeliness, and adherence to customer contract requirements.
• Monitor and follow up on backlog and invoicing to ensure timely revenue recognition and customer satisfaction.
• Coordinate order logistics with Alfa Laval factories to align with contractual delivery terms.
• Champion a customer-centric mindset and ensure consistent high-quality service delivery.
• Act as the main point of escalation for complex service issues or key accounts and drive the customer claims management process.
• Coordinate closely with Sales, Finance, Supply Chain, and other departments to ensure a seamless customer experience.
• Execute the credit control as instructed by Finance through the Customer Support team.
• Coordinate with the Finance team for backlog follow-up, and resolution of credit or payment issues.
• Identify and implement process improvements to increase efficiency and reduce operational friction.
• Drive digital transformation and service innovation in collaboration with internal and global stakeholders.
• Apply Lean Six Sigma methodology to support structured, data-driven improvements.
• Ensure full compliance with export control, internal controls, policies, and regulatory requirements.
• Prepare for and support audits and risk assessments as needed.

• Bachelor’s degree in Business, Operations, or related field.
• 10-15 years of experience in regional customer service operations, including at least 5 years in a leadership role managing a diverse team.
• Proven track record in managing regional teams within a multinational environment is preferred.
• Proven track record in process improvement (Lean, Six Sigma preferred) and transformation initiatives.
• Strong leadership, analytical, and stakeholder management skills.

We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval’s future success.

We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Other
• Industries: Industrial Machinery Manufacturing

Head of IT Service Delivery (Japanese/Korean Speaking)

HCLTech Kuala Lumpur, Malaysia

This role involves taking full responsibility for the relationship between the company and its customers. It requires providing leadership in functional, technical, and process areas to manage all aspects of service delivery and daily operations.

• Develop and maintain strong relationships with clients, proactively addressing issues and identifying opportunities to enhance client satisfaction.
• Lead delivery teams to meet performance management objectives, ensuring efficient and effective operations.
• Supervise the Infrastructure, Security, and Process teams from functional, technological, and process perspectives.
• Manage contracted services and service level agreements (SLAs).
• Ensure commitments made to clients are fulfilled on time and within budget.
• Promote a culture of continuous improvement by regularly refining and updating systems and processes.
• Ensure delivery processes are established for each relevant service line activity.
• Maintain and develop comprehensive reporting systems and culture within the team and for the Leadership Team.
• Participate in and lead operational calls and reviews, including weekly, monthly, and strategic meetings as per governance requirements.
• Ensure the team understands their roles and responsibilities and possesses the necessary skills to perform their duties effectively.
• Manage service delivery profitably and in alignment with business plan goals.
• Act as the primary contact for all service delivery issues and escalations.
• Identify skill gaps and plan for training and knowledge enhancement.
• Manage changes in accordance with the scope of work.

• Over 15 years of experience in service delivery, with a strong background in IT infrastructure.
• A degree in Information Technology or a related field.
• Effective communicator in English, Bahasa Malaysia, and Japanese/Korean.
• Must have a good understanding of IT infrastructure - Network technologies (LAN/WAN/WiFi), Video, Collaboration, SaaS and WebEx
• Routing protocol knowledge on OSPF, EIGRP, BGP, RIP is needed.
• Technical certification in CCNA/CCNP/CCIE are desirable.
• Technical certification in ITIL or Prince2 are desirable.
• Innovative problem solver, committed to resolving issues completely.
• Excellent communication skills, both written and verbal, with strong attention to detail.
• Strong relationship-building skills with both internal departments and external customers.
• Strong negotiation skills, business awareness, and commercial acumen with a solid understanding of financial terminology.
• Ability to create exceptional experiences and delight customers.
• Strong organizational, time management, and prioritization skills.
• Creative approach to problem-solving and situations.
• Professional services experience is advantageous.
• Demonstrates excellent business acumen, understands financial terminology, and can adapt style and approach to different business contacts.

• Director

• Full-time

• Information Technology

• IT Services and IT Consulting

Overview

Process Excellence Self-Service and Continuous Improvements Lead (Malaysia/India) role at Standard Chartered

The Process Excellence team, part of Group Transformation Office, requires a Process Excellence (PE) Self Service and Continuous Improvements Lead, to partner across the organisation, to raise process excellence awareness and capabilities across SCB management, relevant PE practitioners and other stakeholder groups, build and roll out PE training and set up a community of practice to share best practices and celebrate success stories.

Underpinned by our ambition and mission to standardise, simplify, and digitise the bank, the Process Excellence (PE) team plays an essential role in providing PE foundational capabilities across the enterprise, to identify challenges and opportunities, raise our transformation ambition and support relevant delivery activities relating to process optimisation (waste elimination, process simplification, digitisation and automation).

The role holder will partner with SCB management and PE practitioners to set up and run PE foundational capabilities relating to knowledge, training, community of practice and drive a continuous improvement culture through active and engaged stakeholder management, colleagues and PE practitioners. This role brings all relevant PE knowledge, skill set and capabilities to raise awareness, build sustainable and robust PE capabilities and drive consistency / excellence for PE activities undertaken across the organisation.

In partnership with other relevant stakeholder groups (ST HR, support partners), this role will ensure process excellence capabilities, skill set and training are fit for purpose and delivers value for PE practitioners and the Bank, offering a sense of belonging and clear career path, supported by competencies and training.

• Define and build vision, capabilities and implementation roadmap for Knowledge, Training, Community of Practice and Continuous Improvements for relevant personas / practitioners in the Bank
• Drive a culture of continuous improvement and process excellence in the Bank
• Responsible for driving a culture where best practices, knowledge and lessons learnt are routinely captured, disseminated and embedded as part of the way we drive Process Excellence at Standard Chartered
• Work with the ‘process excellence community and practitioners’ and other relevant groups (e.g. Global Process Owners, Domain Owners), both to share knowledge, raise awareness, drive consistency and a culture of continuous improvements to engage colleagues to identify / drive changes and increase our transformation ambition to transform processes end-to-end and transversally
• Gather feedback from stakeholders and participants from the community of practice, and prioritise and embed these capabilities in the organisation
• Ability to influence and inspire colleagues to drive a transformation culture, continuous improvements and drive SCB transformation ambition and capabilities
• Define certification and competency schemes, talent profiles, general objectives, minimum expectations, etc
• Demonstrate ability to influence and inspire colleagues to identify opportunities / challenges and act as an agent of change
• Develop and support the production and embedding of learning and development capabilities for Process Excellence, with the aim to up-skilling PE community
• Drive an inclusive culture to excel at Process Excellence, raise SCB ambition to transform core processes and build a culture of continuous improvements
• Champion and act as a role model of the Group’s values and culture. Lead through example and build the appropriate culture and values. Sets appropriate tone and expectations for their team and work in collaboration with relevant partners
• Lead and support a change in mindset, building a culture of process excellence, client and colleague centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in the Bank are drivers and owners of outcomes. Set effective metrics and standards, transparently communicating them to team members and Community of Practice participants, providing feedback and rewarding employees accordingly.
• Employ, engage, and retain high quality people, with succession planning for critical roles
• Ensure team structure/capacity is reviewed to enable delivery of outcomes
• Ensure the provision of on-going training & development, ensure that targeted audiences are suitably skilled and qualified for their roles
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives
• Create a motivational and challenging environment for staff which is conducive to creativity and performance with customer centricity in mind
• Identify, assess, monitor risks relating to the set up and running of these capabilities. Support the development and implementation of controls and mitigation plans

• Group Transformation Office
• Process Excellence Team
• Process Excellence practitioners across the Bank
• Global Process Owners, Product Owners and Domain Owners
• Strategy & Transformation, HR and Learning teams
• CIB, WRB and Functions management and COO community
• External vendors (if applicable) for certifications, training and sharing of best practices

• Minimum of Bachelor's Degree in relevant.
• Minimum 8 years in the project / programme / portfolio management space, supporting or delivering mid-large size, complex initiatives, ideally in the financial services industry
• Deep understanding of knowledge sharing, training and running community of practice
• Knowledge of “SCB ways”
• Proven experience in the learning and development of teams, has a genuine interested in disseminating knowledge and skills among colleagues, derives satisfaction from other’s learning and improving their skills
• Strong influencing and communication skills – oral, written and presentation. Proven success in communicating technical information in a simple way.
• A can-do attitude committed to doing what it takes to deliver. Diligent and detail orientated
• Growth mindset. Appetite, ambition and ability to experiment and learn quickly
• Excellent stakeholder management, presentation and communication skills. Establishes effective working relationships across the organisation – from senior management to individual teams
• A team player; multi-culturally aware with a proven ability to work in a global service delivery model, with onshore and offshore resources
• Confident and courageous to raise/escalate issues in a pro-active, professional, and timely manner
• Demonstrate understanding of and commitment to the Group’s core values

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.

• 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.

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website