Head, Markets OCRM

RESPONSIBILITIES

Role

The Global Head, Markets, Operational Client Relationship Management team sits within Client and Sales Solutions Group as part of Business and Client Operations. The role holder will have oversight across the below functions globally:

• Operational Client Relationship Management
• Sales Support
• Account Opening and Product Enablement

High level objectives

• Design, review, and implement the Target Operating Model (TOM) for all functions within the Client and Sales Solutions Group within Business and Client Operations. The key objective is to create a consistent client experience globally for our clients across trade, post trade and pre-trade activities.
• The role requires the ability to manage complexity across teams, functions and multi-jurisdictions, while ensuring the right lens on regulatory requirements and client needs.
• Establish and implement strategic oversight globally and ensure process reengineering, organizational change, risk & controls, system support identification, HR policy and data analytic activities are aligned and consistent.
• Liaise actively with the Markets Sales MT, Markets COO and stakeholder community across Markets to provide clarity on strategy and delivery method, plus subsequent execution.
• Clear focus on innovation with Technology as an enabler in driving best in class service standards whilst also ensuring we manage the business in an efficient and scalable manner. Be seen as a thought leader in evolving our engagement and interaction with clients, driving operational enhancements/automation activity to increase efficiencies between clients and SCB.
• Key entry/exit points for clients as “Voice of the Client” with accountability for internal coordination activities to Technology, Operations etc.

Business Strategy, Operations & Infrastructure

Strategy

• Develop the strategic operations direction and roadmap for Markets, Client and Sales Solution team, aligning with Business Strategy and investment appetite. This should drive client satisfaction, operational efficiency and inherently business growth.
• Simplify processes for our clients through reviews and streamlining of activities across the functions ensuring global consistency and compliance with regulatory standards.
• Defining the Markets digital channel solutions and experience required by our clients to disrupt our operational processes co-creating with our clients and collaborating with our global Sales teams.
• Works closely across the network to ensure best in class services are being provided in a consistent manner to our clients both internally and externally.
• In-depth understanding of business goals and strategy. Aligning with Sales and Product teams to deliver against corporate targets.
• Anticipates and embraces change to retain and build a competitive edge with complex clients.
• Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business.
• Collaborate effectively CIB Client Service functions across products, Markets Sales Segment Heads and Markets Segment COOs to implement a tiered approach to client management.
• Review and analyze practices across all client services functions in the bank and the industry to propose the best fit structure for Business and Client Operations.
• Design and implement quantitative and qualitative metrics to demonstrate improvement in client satisfaction.

Business

• Responsible to maintain appropriate fiscal rigour around financial expenditure, reviewing monthly financial performance as appropriate, ensuring accuracy of cost allocations.
• Responsible for stakeholder engagement (e.g. FM Sales, Country COO and FM COO teams), to seek timely inputs, participate in developing business strategy and derive feedback on functional performance.
• Responsible to support respective businesses in the commercialisation of capabilities, bid teams, monitoring of usage, improving client experience; and collecting defects for future improvements.
• Work hand in hand with the Business, taking product programs from investment decisions, into design, specification, and solution phases, all to way to operations on the ground, securing support services from other teams.
• Support respective businesses in growing Return on Equity, commercialisation of capabilities, bid teams, monitoring of usage, improving client experience; and collecting defects for future improvements.

Processes

• Build a high performing team to oversee the evolvement of the Client Experience.
• Manage, motivate and grow a diverse team of high-talent individuals.
• Promote a customer centric culture and the associated behavioural changes.
• Develop processes and procedures to support the new technology solutions.
• Be responsible for the end-to-end client contact processes and their associated client experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Ensures consistency of client management approach and collateral in all locations for which responsible.
• Represent the Voice of the Client, championing change and improvements across the client experience, drive change and influence future change/projects to support and achieve improvements in the client experience.
• Enhance the quality of client interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions. Measure effectiveness via client centric KPIs which are shared with stakeholders.
• Responsible and Accountable to ensure client complaints are logged, tracked and escalated as appropriate, providing required metrics to appropriate Markets stakeholders and Risk committees as required.
• Responsible as senior escalation point for the function to coordinate client issues and drive resolution, remediation and service improvement to mitigate re-occurrence.
• Responsible to represent Markets, Business and Client Operations at client meetings and client or industry events as needed; monitor industry developments across our key markets, including market utilities and key FinTech initiatives; undertake competitor and peer analysis.
• Apply best practice, develop continuous improvement plans and make recommendations based upon the employee and client insight as well as Technology capabilities.

People and Talent

• Build and develop a high performing functional management team to support the function globally.
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with the various stakeholders’ communities.
• Driven an agenda of development and progression opportunities.
• Ensure the provision of ongoing training and development, ensure that direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people.
• 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.
• Set minimum efficiency-based targets each year driving down FTE utilization and Financial Cost.
• Set clear objectives and quantifiable measurement for direct reports and participate in constructive feedback during performance cycles.

Risk Management

• Uphold highest level of code of conduct to ensure full compliance with regulations, policies, and procedures.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Global Client Solutions.
• Collaborate with Sales and Risk and Control to align incident/complaint handling procedure and system functionalities to meet the strategic TOM and Service Model / Framework requirements.
• Ensure operational incidents (losses or near misses) and client complaints are logged in accordance with relevant polices.

Governance

• Embed the Group’s values and code of conduct in the Markets, Business and Client Operations function to ensure that adherence with the highest standards of ethics and compliance with relevant policies, processes and regulations among employees’ form part of the culture.
• Ensure compliance with all salient SCB governance frameworks where there are direct touch points with them or any subsequent downstream influence.
• Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
• Ensure compliance with internal Outsourcing Policy and Procedures whilst also adhering to local regulatory rules across Markets jurisdictions.

Key Stakeholders

• Global Heads across Markets, Sales
• Market Operations, Technology Sales, Client Coverage, Management and Leadership Teams
• Regional and Country Operational and Business Risk Teams
• Regional and Country COO, CEO and CIO
• Regional and Country Legal & Compliance
• Regional and Country Finance
• Communicates Business and Client Operations, Client and Sales Solutions strategy to business partners where required to ensure understanding of Client Management principles.
• CIB Client Services Lead across products.
• Coverage COO and Client Managers.

Our Ideal Candidate

• Passion and proven track record in delivery of world class client service managing a global solutions function.
• Capability to analyse and deliver solutions for multiple business products and client types.
• Experience in managing large teams across a global organization with service teams in various locations.
• Experience with dealing with emerging technologies, proofs of concepts, driving pilots, and product evaluations utilizing innovative client engagement technology.
• Superb partnership and collaboration skills to navigate SCBs complex organisation.
• Leadership skills within a matrix environment.
• Clearly exhibits sound business judgement.
• Strong people management and communication skills; inspiring leader able to take a group of already well functioning team members to the next level.

Role Specific Technical Competencies

• Business Facilitation
• Manage Change
• Business Governance Support
• Strategy & Business Model
• Service Delivery Operations

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.

Profile Description

Standard Chartered Bank