Job Summary

•    Develop and implement the new digital banking products and digital products strategy to deliver the new digital propositions and content to the customers.
•    Create new service improvements and functionality in the digital channels to maintain the product service competitiveness and relevance.
•    Ensure that all new and existing digital products and services comply with the relevant regulatory frameworks and local legislation.
•    Develop a customer needs strategy through market research and analysis of customer data to support the creation of the new digital propositions.
•    Manage cross-functional projects and coordinate with Technology and Operations to ensure the delivery of those projects according to the agreed cost, time and quality objectives.

Key Responsibilities

Strategy
•    Develop and Execute Digital Strategy:
•    Build, plan and implement the overall digital channel strategy. 
•    Design our Digital sales funnel optimisation strategy spanning all Digital channels (Web, Online, Paid, Social, Instant messaging, Email, SMS, Push, etc) in close cooperation with key stakeholders in Country, Region & Group (Digital Marketing, Retail Analytics, Digital banking, Technology, Compliance, Digital risk & Segment team)
•    Delivering Retail Banking's vision of being 'Digital First' with world class web & mobile channels state of the art sales & servicing tools being used by as many retail clients as possible.
•    Propose and deploy new solutions, programs and campaigns for online and mobile banking which are disruptive and highly effective
•    Channel/Product Development and Management:
•    Oversee the development, launch, and management of digital banking products and services.
•    Collaborate with cross-functional teams including IT, marketing, and operations to ensure seamless product delivery.
•    Monitor product performance and implement enhancements to improve customer satisfaction and engagement.
•    Conduct market research to identify opportunities for new product development and enhancements.
•    Analyze customer feedback, market trends, and competitive products to continuously improve product offerings via digital channels.
•    Champion a customer-centric approach to digital banking, ensuring products and services meet and exceed customer expectations.
•    Utilize customer feedback and analytics to continuously improve the digital banking experience
•    Prioritize product features and enhancements based on business value, customer impact, and resource availability.

•    Stakeholder Collaboration:
•    Collaborate with cross-functional teams including marketing, sales, operations, and technology to ensure alignment and successful product delivery.
•    Engage with senior management to communicate product strategy, progress, and performance.
•    Innovation and Differentiation:
•    Drive innovation by identifying and implementing new features, services, and technologies that differentiate the product in the market.
•    Foster a culture of continuous improvement and innovation within the product team.

Business and Processes
•    Requirements Gathering and Documentation:
o    Gather and document detailed business requirements for new products, features, and enhancements.
o    Work closely with stakeholders to ensure requirements are clearly defined and aligned with business goals.
•    Channel/Product Specification and Design:
o    Develop detailed product specifications and design documents that guide the development process.
o    Ensure product designs meet regulatory and compliance standards.
•    User Experience and Customer Journey:
o    Define and optimize the end-to-end customer journey.
o    Ensure a seamless and positive user experience across all customer touchpoints.
•    Performance Metrics and KPIs:
o    Establish and monitor key performance indicators (KPIs) to measure product success and identify areas for improvement.
o    Analyze product performance data to inform decision-making and strategic adjustments.
o    Take accountability for programme performance through management of programme design and ongoing re-evaluation to ensure maximised performance.

People & Talent
•    Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
•    Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

Risk Management
•    Risk Identification:
o    Identify and assess risks related to channels, including operational, market, credit, and compliance risks.
o    Maintain a risk register to document and track identified risks.
•    Risk Assessment and Analysis:
o    Conduct risk assessments to evaluate the potential impact and likelihood of identified risks.
o    Utilize quantitative and qualitative methods to analyze risk exposure and prioritize risk management efforts.
•    Risk Mitigation and Control:
o    Develop and implement risk mitigation strategies and controls to address identified risks.
o    Ensure appropriate measures are in place to prevent, detect, and respond to potential risk events.
•    Risk Monitoring and Reporting:
o    Continuously monitor risk indicators and metrics to identify emerging risks and changes in risk exposure.
o    Prepare and present regular risk reports to senior management and relevant stakeholders.

•    Compliance and Regulatory Adherence:
o    Ensure all channel/product development and management activities adhere to the bank’s risk management policies and regulatory requirements.
o    Collaborate with the compliance and legal teams to stay informed about regulatory changes and ensure timely implementation.
•    Incident Management:
o    Develop and maintain incident management processes to respond to risk events and operational disruptions.
o    Conduct root cause analysis and implement corrective actions to prevent recurrence.
•    Risk Culture and Awareness:
o    Promote a strong risk culture within the product team by providing training and raising about risk management practices.
o    Encourage proactive risk identification and reporting among team members.

Governance
•    Comply with Product Development Documentation (PDD) process and guidelines.
•    Comply with Group Compliance Standards and Group Policies, local laws and regulations and Code of Conduct.
•    Ensure that internal controls and procedures are in place. 
•    Make prompt report of suspicious transactions or proposed transaction according to the documented process on reporting and/or in compliance with local regulatory requirements.
•    Fully comply with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the prevention of money laundering.
•    Overall, be accountable to ensure a satisfactory audit rating is awarded in areas of responsibilities.
•    To treat all official documents, papers and information acquired as confidential.

Regulatory & Business Conduct

•    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.
•    To support the country’s business to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
•    Fully comply with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the prevention of money laundering.
•    To complete all regulatory reporting activities by Brunei Darussalam Central Bank (BDCB) related to products and channel and ensure all communications to clients as per the regulation to be completed on time.
•    Overall, be accountable to ensure a satisfactory audit rating is awarded in areas of responsibilities.
•    To treat all official documents, papers and information acquired as confidential.

Key stakeholders

•    Frontline Team (RM, Sales Team, Branch Operations)
•    Product & Segment Teams
•    Client Onboarding Team
•    Operations Teams
•    CABM Team
•    CFCR Team
•    SBIM/Analytics Team
•    Finance Team
•    Technology Team

Other Responsibilities
Embed Here for good and Group’s brand and values in Brunei Wealth and Retail Banking. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Skills and Experience

•    Internet & Mobile Banking 
•    Online Banking System Management 
•    Digital Transformation 
•    Banking Products
•    Understanding Customer Needs
•    Digital Threat Management
•    Mobile Payment 

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.