Job Summary

This role supports and executes the following under the direction of Director Client Service Strategy and Initiatives

Key Responsibilities

Strategy
The TB Cash Client Service Management function reports to TB Cash Operations.  The Client Service Initiatives role focuses on delivering our Client Service strategy by supporting and executing key initiatives to improve client experience, expand our digital servicing offering and deliver project benefits; this includes:
•    Defining clear business requirements and target state processes in line with the relevant risk frameworks 
•    Partnering with technology to deliver a fit-for-client solution and providing end user validation
•    Driving client adoption, change readiness and defining a unified measurement approach that helps us demonstrate success

Business
•    Develop and define key metrics aligned with organisational goals
•    Design and implement frameworks for tracking the adoption of processes, technologies, and initiative
•    Support the implementation and adoption of digital service functionality across CIB clients and frontline Service teams 
•    Independently undertake business organization analysis and process design improvement based on data insights and stakeholder feedback
•    Identify opportunities to optimize the current Service Operating model and its processes
•    Ensure alignment between the feature / functionality design and broader strategic direction

Processes
•    Track and analyse adoption data to identify trends, challenges and opportunities
•    Lead and coordinate client outreach campaigns to support successful digital adoption
•    Oversee fulfilment of client requests and manage client issues arising from digital adoption 
•    Create dashboards to visualise metrics for stakeholders and evaluate the effectiveness of initiatives based on metric outcomes
•    Facilitate data-driven discussions and collaborate with team to develop strategies for increasing adoption
•    Support change management initiatives to promote a culture of continuous improvement

People & Talent
•    More than 5 years of experience in client services, digital adoption or digital transformation management capacity in Banking
•    Analytics capability (including modelling skills) with the ability to interpret customer journey data and draw business relevant insights for discussion and decisioning
•    Ability to translate complex data into actionable insights
•    Proficiency in data visualisation tools and analytics software will be an added advantage.
•    Awareness of in project and delivery management tools (e.g.: Confluence, Clarity etc.,)
•    Awareness of Agile project delivery methodology
•    Good stakeholder management, presentation and communication skills
•    Demonstrated ability to work effectively across multiple markets and navigate geographical and regulatory complexity
•    Demonstrate appropriate culture and values, embedding a high level of team engagement
•    Ensure ongoing training and development for professional and personal growth

Risk Management
•    Manage changes and reporting in line with all relevant risk management frameworks, where applicable
•    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
•    Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role
•    Deliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required
•    Support the relevant program governance forums and processes as required

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.
•    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. 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
•    Cash Client Service Leadership and teams 
•    TB COO and Business Heads
•    TB Product Heads and Digital Channels
•    CIB Technology
•    Other CCIB stakeholders
•    Risk, Legal, Audit and Compliance, where relevant

Other Responsibilities
Embed Here for good and Group’s brand and values in Cash Client Services; 

Skills and Experience

•    Problem Solving and Analytical Thinking
•    Effective Communications
•    Managing Change
•    Project Management
•    Stakeholder Management

Competencies

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.

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