Key Responsibilities

This role could be based in Malaysia or Poland. When you start the application process you will be presented with a drop down menu showing all countries, please ensure that you select a country where the role is based 

The Service Performance and Governance Specialist plays a kay role in ensuring that initiatives across Cybersecurity and AntiCrime Technology (ACT) remain aligned to the organization’s technology transformation strategy. Ensures consistent performance monitoring, governance discipline, and data-driven decision-making across services and programmes.

The Service Performance and Governance Specialist is responsible for monitoring, analysing, and reporting on service performance across ACT function. Acts as a central point of aggregating insights, informing senior forums on delivery health and service performance. This role ensures that services meet agreed KPIs, SLAs, and regulatory expectations, while supporting governance forums with high-quality insights and materials. 

Strategy

•    Track and analyse service performance metrics (KPI’s, SLAs, OLAs) across critical ACT services
•    Identify trends risks and areas for improvement in service delivery
•    Collaborate with technical and operational teams to ensure data accuracy and consistency
•    Support continuous improvement initiative through data-driven insights
•    Work closely with service owners, Tech teams, risk and compliance functions
•    Act as a bridge between technical teams and senior management
•    Ensure alignment between service performance reporting and business objectives
•    Build relevant measurements to understand organisational effectiveness, drive accountability for performance outcomes, track and report insights to management and ensure organisational incentives are aligned to strategic business priorities/client delivery outcomes
•    Support the ACT strategy by partnering with the ACT management team in the design, development and implementation of the strategic agenda relating to the ACT organisation performance and culture change delivery. 

Business
•    Prepare regular performance reports for internal stakeholders and senior governance forums
•    Develop dashboards and visualisations to present service health and performance trends 
•    Summarise complex data into clear, concise executive level insights
•    Ensure reporting aligns with internal governance standards and regulatory expectations

Processes
•    Identify opportunities to enhance reporting processes and automation 
•    Improve data quality, consistency, and governance frameworks
•    Contribute to the development of service governance standards and best practices

People & Talent
•    Foster a strong delivery culture (openness, trust, risk awareness, compliance) by modelling standards and reinforcing effective working practices.

Risk Management
•    Identify, asses and monitor risks related to service performance and availability
•    Ensure service risks are captured, documented and tracked in the relevant systems
•    Support monitoring of Key Risks indicators alignment with Service performance metrics

Governance
•    Create and maintain materials for governance forums ( e.g. service reviews, operational committees)
•    Support agenda preparation, meeting packs, and minutes for service governance meetings
•    Provide performance insights and recommendations during governance discussions
•    Track and follow up on actions arising from governance forums

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.

Key stakeholders
•    Group OMT Members and Team MT
•    Functions & Business Heads as applicable in the role 
•    Members of PGC, MBR, Board Risk Committees (BRC), Board Financial Crime Risk Committee (BFCRC), Group Risk Committee (GRC), Group Financial Crime Risk Committee (GFCRC) & other forums / task force attended by the Line Manager 
•    Regulatory Liaison team

Skills and Experience

•    Power BI
•    Excel
•    PowerPoint

Qualifications

•    Bachelors degree in IT, Finance, bussiness administration or related field
•    Advanced English – C2

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.