Director, Cash Service Transformation

Responsibilities

The TB Cash Client Service Management function reports to TB Cash COO. The Client Service Strategy and Initiatives role focuses on delivering our Client Service strategy by supporting and executing key initiatives under the Fit For Growth (FFG) programme to improve client experience, expand our digital servicing offering and deliver project benefits; this includes:

1. Defining clear business requirements and target state processes in line with the relevant risk frameworks.
2. Partnering with technology to deliver a fit-for-client solution and providing end user validation.
3. Driving client adoption and defining a unified measurement approach that helps us demonstrate success.

Business

1. Articulate and execute to a structured plan and approach that will enable project delivery and minimise project risk.
2. Execute the design, build and adoption of digital service functionality across CIB clients and frontline Service teams.
3. Ensure delivery of business analysis and process design activity in support of FFG transformation initiatives.
4. Identify opportunities to optimize the current Service Operating model and its processes.
5. Ensure alignment between the feature/functionality design and broader strategic direction.

Processes

1. Ensure customer go-lives are accurately captured.
2. Ensure resource captures the time in clarity on timely manner.
3. Regular tracking of milestones to ensure the deliveries are on-track as per commitments. Escalate if there are any anticipated delays.

People & Talent

1. Experience in a transformation programme management capacity (or delivering strategic projects, programs and initiatives) in Banking.
2. Experience in project and delivery management tools (e.g.: Confluence, Clarity etc.).
3. Experience in Agile project delivery methodology.
4. Excellent stakeholder management, presentation and communication skills.
5. Analytics capability (including modelling skills) with the ability to interpret customer journey data and draw business relevant insights for discussion and decisioning.
6. Demonstrated ability to work effectively across multiple markets and navigate geographical and regulatory complexity.
7. Ability to engage effectively at multiple levels of the organization, including senior management to deliver programme updates, communicate key risks/blockers and embed change.
8. Demonstrate appropriate culture and values, embedding a high level of team engagement.
9. Support the ongoing training and development for professional and personal growth across the team.

Risk Management

1. Manage changes and reporting in line with all relevant risk management frameworks, where applicable.
2. Act quickly and decisively to resolve any risk and control weakness, ensure they are addressed and remediated within appropriate timeframes, and escalated through the relevant committees.

Governance

1. Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role.
2. Deliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required.
3. Support the relevant programme governance forums and processes as required.

Regulatory & Business Conduct

1. Display exemplary conduct and live by the Group’s Values and Code of Conduct.
2. Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
3. Support the TB Cash Client Service Team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients and The Right Environment.
4. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

1. Cash Client Service Leadership and teams.
2. TB COO and Business Heads.
3. TB Product Heads.
4. Other CCIB stakeholders.
5. CIB Technology.
6. Risk, Legal, Audit and Compliance, where relevant.

Other Responsibilities

1. Embed Here for good and Group’s brand and values in Cash Client Services.

Our Ideal Candidate

1. 10+ years of experience in a transformation project lead capacity and/or delivering complex projects or initiatives in a Banking environment.
2. Strong analytical and problem solving skills with proven ability to collect and analyse data, establish facts, and make recommendations in written and oral form.
3. Successfully work with multiple stakeholders at different levels of the organization to influence key decisions, deliver project updates, communicate key risks/blockers and embed change.
4. Ability to work effectively across multiple markets and navigate geographical and regulatory complexity.
5. Excellent presentation and communication skills.
6. Familiarity with Agile project delivery and project management disciplines is preferred.

Role Specific Technical Competencies

1. Problem Solving and Analytical Thinking.
2. Effective Communications.
3. Managing Change.
4. Project Management.
5. Stakeholder Management.

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

1. 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.
2. Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well.
3. 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.

1. Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
2. 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.
3. Flexible working options based around home and office locations, with flexible working patterns.
4. 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.
5. A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
6. 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.

Recruitment Assessments

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 www.sc.com/careers