Product Owner, Call Centre Transformation

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.Job Summary•Product Owner (PO) in this role will be shaping and driving the backlog to drive transformation for human assisted channel journeys. The backlog can cover product suite and tools that Contact Centre agents use on a daily basis and/or self-service journeys (via chat/voice bots) for our banking clients to resolve their queries. •This role is not business-as-usual enablement of technologies within a contact centre and will require the candidate to think transformational and in some cases, lead conversations with functional consultants. Candidates with knowledge of business P&L and banking products is a plus. •Experience in building AI/GenAI enabled client journeys in an enterprise context will be highly valued, but is not a compulsory pre-requisite for this role. Knowledge and familiarity with the latest trends in the AI/Gen AI space will be a key requirement for this role. •The Product Owner (PO) is a sole person (not a committee), who is responsible for owning the end-to-end customer journeys and product vision & lifecycle. They have a delegated authority and empowerment to prioritize the product backlog to maximize the value of our products or services for both our customers and our business. Their core ethos is to make informed decisions to ensure each investment decision results in the maximum outcome (as measured by OKRs) balancing both short-medium- and long-term horizons. Key Responsibilities•Collaborate with stakeholders to define and maintain a clear product vision and roadmap that aligns with the Hive's and Bank's objectives. •Own and prioritize the squad's backlog, ensuring user stories are well-defined, refined and aligned to product roadmap, achieving Hive/Domain's strategic outcome and scorecard priorities •Align business stakeholders and technology partners to ensure a clear common objective. •Ensure both Hive and Squad understand the why, the purpose and the mission. •Lead the squad to deliver relevant and impactful features balancing quality and speed. •Be an active participant in Agile ceremonies and foster a culture of continuous improvement together. •Own the overall product quality and outcomes by adoption key agile processes (e.g. DOR & DOD) •Have awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role. •Proactively and courageously identify, analyse, and steer solutions on organizational impediments and constraints to productivity, quality, early risk mitigation, and continuous delivery of value. •Display exemplary conduct and live by the Group's Values and Code of Conduct. •May act as a Chapter Lead, spearheading initiatives to elevate the skills and impact of Product Owner throughout the Hive Product Leadership, Engagement & Strategy •Champion the voice of the customer •Build and maintain close rapport with key stakeholders ie Hive Lead, Domain Tech Lead, Engineering Lead, Solution Architects, UI/UX Designers, Business stakeholders to influence outcomes. •Collaborate with Hive Lead and Solution Architect, to craft a clear and easy-to-understand product vision that aligns with Hive's strategic objectives. •Oversee the entire product journey and vision, guiding it from inception and validation through development, delivery, operations and continuous iterations. •Works closely with stakeholders to ensure that backlog are aligned to business's values and OKR. •Manage and facilitate prioritization discussion with relevant stakeholders on Sprint backlog and Quarterly Backlog •Cultivate a culture based on trust, psychological safety & collaborations. •Take ownership of the Hive purpose by ensuring each members fully understands and embraces the Hive's vision & mission •Collaborate with the Hive Lead to craft and continually update the Hive's vision & mission, ensuring they resonate with Hive's strategic objectives and inspire the Hive. •Instil a high-performance culture and true "self-organizing" team by empowering the Squad, celebrate achievements, learning from review/feedback and conducting retrospective for continuous improvement. •Coach & mentor fellow PO to continuously uplift PO's capability and elevating their performance to drive team success. •Actively engage in quarterly Hive's BRP sessions and offer strategic direction in collaboration with Hive Lead. •Accountable for ensuring compliance and risk adherence of products and service, engage with stakeholders to ensure necessary controls are adhered to and approvals are obtained. Product Discovery and Experimentation •Champion and integrate a culture of evidence driven decision making •Optimize business value of the product or serve by ensuring timely delivery of the right solutions based on customer validated and business viable features and initiatives. •Utilize data analytics / feedback to generate idea or identify opportunity of improvement and validate these ideas or opportunities using discovery canvas toolkit or lo-fi prototype. •Instil MVP approach or fail-fast concept which allows the Squad to achieve result/output with minimal investment or effort. •Lead technical discovery studies to maximize existing investments & where necessary, develop complementary, scalable and cost efficient technical solutions. •Lead and encourage cross-domain learning to enrich product discovery phase. Product Delivery and Execution •Adopt and embed both Change Delivery Standard (CDS) and Group's Enterprise Software Delivery Lifecycle (eSDLC) throughout the lifecycle of the product or service. •Utilize enterprise tools like ADO, to manage sprint and to plan/track backlog items. •Owns and defines the DOR to ensure all backlog items are well-prepared for efficient development process and increase the likelihood of delivering high-quality product/service that meet business and customer needs. •Owns and defines the DOD to ensures that completed work meets the expected quality standards and is ready for release. •Lead and drive the Squad in defining both functional and non-functional requirements for the backlog items, ensuring the products or services meets business and customer need while maintaining high-level of performance reliability, secured and scalable. •Adopt a standardized user story writing with Gherkin language for clarity. •Monitor core efficiency metrics (ie Speed-to-Production, Say-Do ratio) and identify potential blockers/challenge which could result in delays. •Review testing criteria, scenarios and use cases to ensure that products meet Group's quality standard and business needs. •Accountable to provide signoff on shippable product once it has met both DOD (acceptance criteria) and fulfilled testing standards for functionality and performance. •Conduct pre-implementation session with stakeholders which include product demo and planning for transition and Go-Live. •Perform sprint retrospective and review session with squad to encourage a growth mindset and continuous improvement. •Manage a clearly defined, transparent and strategically prioritized backlog for the Hive that aligns with fixed capacity operating model. Product Analytics •Adopt benefit realization mindset by leveraging on metric to maximize value creation. •Work with Hive Lead to define and refine Hive's OKRs, leveraging data-driven insights to ensure that the Group's objectives are tightly aligned with overarching Business goals. •Proactively identify and ensure that all journeys, features are performance managed. •Leverage in app behavioural analytics tools like Adobe to track CX and optimisation. •Identify and define data sources which can be use to validate and measure the performance / efficiency of the product / service. •Plan for post implementation review with Squad to define measurement windows and data capturing. •Ensure the data is available for analysis and collaboration with analytics and data technology teams. •Perform regular review of squad metric on Predictability, Quality and Squad Sentiment, provide guidance and support to the team to improve value delivery. Technical Capabilities and Excellence •Champion and drive an accountable & sensible technical direction to build reusable, scalable and interoperable solutions that integrate with existing investments. •Works closely with technology partners, ensuring backlog items are delivered in line with Group's technology direction and standard to mitigate technical debt, risks and to keep cost of change low. •Establish alignment across tech community to ensure capabilities are developed with a future proof focus •Adopt best practices in Agile framework to line up and deliver the backlog items, identify dependencies in the planning phase and secure contract ahead of development as part of technical DOR •Perform regular review and identify area of improvement during development and testing phase through automation, simplification, or innovative use of latest market trends. •Accountable to capture and maintain knowledge base of technical decisions, definitions and designs from Solution Review sessions. Key stakeholders •Squad & Hive members •Hive Leads •Domain Tech Leads •Engineering Leads •Technology Chapter Lead •Solution Architects •PO Chapter members & Leads •UI/UX Designers •Business Stakeholders Domain Knowledge •Understanding of the Contact Centre applications landscape and familiarity with the client and contact centre agent user journeys for the banking industry •Knowledge of key tasks/activities and applications used by contact centre agents in their daily work •Experience building and launching AI driven journeys for different use cases within an enterprise context QualificationsRequirements & Skills •Experience in global diverse organisation in building overall capability and technical expertise for 8+ years •Leads min of 1-2 initiatives for the Hive •Have a good understanding of AI enabled client journeys and/or user journeys for contact centre agents •Experience in industry bench marking for technical skills •Experience in identifying skill gaps and mitigate risks to deliverables •Bachelor's degree in Business, Finance or a related field (or equivalent experience) •Previous experience as a Product Owner or similar role in banking 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 •Analytical mindset with the ability to prioritise competing demands, make data-driven decisions, and adapt to changing requirements and priorities •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 •Knowledge of product management tools and techniques, such as user story mapping, personas, MVP, and other product roadmap development •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 •Relevant certifications to demonstrate expertise and commitment to the field e.g., PSPO I, PSPO II, CSPO Skills and Experience•Tech Debt •Software Product Delivery •Enterprise Change Delivery About Standard CharteredWe'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 thingand 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 offerIn 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-offincluding 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 workingoptions based around home and office locations, with flexible working patterns. Proactive wellbeing supportthrough 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 cultureto 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.