Workforce & Portfolio Manager

Requisition Number: 64226
Job Location: Karachi, Pakistan
Global Grade: Band 7
Work Type: Office-based
Employment Type: Permanent
Posting Period: 22 October 2026 to 4 November 2026

This role is focused on generating and delivering reports aligned with Business, Group, and Regulatory requirements to provide Client Centre management with comprehensive insights on KPI progress. The position ensures effective frontline capacity planning, target setting, and workforce scheduling. It also involves organizing and leading meetings aimed at improving departmental performance, preparing for monthly and annual performance reviews to set goals and development plans, and monitoring Call Center KPIs to ensure targets are met, with timely escalation of any breaches to management.

Key Responsibilities
- Generate reports in accordance with business needs and regulatory standards.
- Coordinate daily activities with relevant stakeholders to ensure smooth operations.
- Provide management with an overarching view of KPI progress within the Client Centre.
- Maintain up-to-date knowledge of all products and processes to support accurate reporting and planning.
- Manage frontline capacity planning, target setting, and workforce scheduling to optimize resource allocation.
- Ensure balanced workload distribution focusing on productivity and effective execution of client engagement and portfolio management models.
- Comply with all internal policies, guidelines, procedures, and local regulatory requirements, reflecting best practices and Group directives.
- Uphold workplace hygiene standards and enforce the clean desk policy consistently.

Required Qualifications
- Proven experience in data gathering and reporting with strong analytical skills.
- Competency in budget management and sales forecasting.
- Ability to prepare sales proposals and deliver effective presentations.
- Strong stakeholder management skills to collaborate across teams and departments.
- Excellent communication skills, both verbal and written.
- Experience in call center management or similar operational environments.

Preferred Qualifications and Benefits
Standard Chartered is a global bank with a unique footprint connecting Asia, Africa, and the Middle East. Our inclusive culture embraces diversity and offers employees growth opportunities in dynamic markets.

We offer a competitive salary aligned with our Fair Pay Charter, including comprehensive benefits to support your mental, physical, financial, and social wellbeing. Core benefits include retirement savings, medical and life insurance, with additional flexible and voluntary options available in some locations.

Time-off benefits include annual leave, parental/maternity leave (up to 20 weeks), sabbatical leave (up to 12 months), and volunteering leave (3 days), with a combined minimum of 30 days for annual and public holidays. Flexible working arrangements support a healthy work-life balance, allowing for a mix of home and office-based work.

Our proactive wellbeing programs include access to Unmind, a leading digital wellbeing platform, resilience development courses, a global employee assistance program, mental health first-aiders, and self-help resources.

We foster a continuous learning culture, providing opportunities to reskill and upskill through physical, virtual, and digital learning platforms to support your professional growth.

To learn more about career opportunities, please visit our careers website.