Job Summary

•    Own end to end demand management processes from work requests through the completion with agreed SLA.
•    Ensure adequate notification are sent to keep the customers updated of their service request. 
•    Dispute management. Resolve any dispute arise between customers and fulfilment team 
•    Initial assessment of the business need / request and ensure hygiene of the request are met (Project ID, request details and etc)
•    Assign projects / work requests to appropriate working group and team members while managing capacity constraints.

Key Responsibilities

•    Manage incoming demand against capacity models. 
•    Identify and implement improvements to the demand management process.
•    Lead weekly work requests and project status review meeting with fulfilment leads.
•    Produce required packs (reports, analysis, presentations) for Portfolio review forums led by Senior Management
•    Train end-users and team members on Product/Service Offering, Work Order, and Timesheet processes.

Skills and Experience

•    Collaborate closely within Fulfilment leads to meet Portfolio stakeholders’ expectations.
•    Bundle Request (facilitate requestors and technical engineer meeting / communications to arrive at the solution, timeline, SLA & cost).
•    Responsible to define, develop and document Service Reporting Catalog, Service Level Measurement Definitions and internal team’s scorecards.
•    Responsible to create and manage insightful internal / external reports including success stories, productivity reports and initiatives in pipelines to keep inform stakeholders and to assist drive growth and increase productivity.
•    Responsible for continual service improvements and to initiate any actions required to maintain or improve service areas, targets and operational effectiveness, efficiency and productivity.
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Qualifications

•    8+ years of experience in Network Infrastructure Projects specifically related to Transition Projects 
•    Experience in Business facing role and Relationship Management
•    Experience working in enterprise Tools (SharePoint, Service Now, Confluence, ADO etc)
•    Green Belt Lean and PMP Certifications are desirable.
•    Excellent written and verbal communications skills, and ability to communicate with the business at senior level.
•    Excellent ability to prioritise and control activities and deliver results within budgetary and resource constraints.
•    Independent and confident, but willing and able to harness the expertise of others.
•    Multitasking 
•    Ability to work effectively as part of a team.
•    Strong project management experience with the ability to work on multiple projects.
•    Excellent interpersonal skills which lend themselves to team-oriented approach and able to work effectively as part of a team and as an individual.
•    Ability to think clearly and to resolve critical problems in a high-pressure environment.
•    Strong MS Excel, Microsoft Office skills
•    Good in influencing skill
•    Solid organisational skills including attention to detail and multitasking ability

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.