JOB SUMMARY AND RESPONSIBILITIES

• Support the Global Head Client Services, PvB in all aspects of his role, including coordinating and leveraging internal resources across the bank, as required. The job holder is expected to have a growth mindset and be able to diagnose efficiency opportunities, develop policies and solutions and able to execute the plan to a desired outcome. The right candidate brings a balance of structured thinking (being able to frame issues with the appropriate strategic analysis), execution focus (proposing and implementing pragmatic, actionable recommendations), and project management discipline (keeping the team and key stakeholders accountable to timelines and deliverables).

General Management

• Be a trusted advisor to the Global Head Client Services, PvB and a key conduit between him/her and their direct reports and teams. 
• The job holder needs to display exemplary trust and interpersonal skills as well as exceptional attention to detail and ability to prioritise and multi-task. 
• The holder must have excellent stakeholder management skills and is expected to partner with various Senior stakeholders.
• Influences Business Division and Business Function leaders as key stakeholders in setting and managing expectations
• Technical expert and known internally and externally as reliable, knowledgeable resource
• Ability to provide guidance/supervise junior members for problem solving; Coach team leads and enable them to lead their teams to build successful partnership with MHs, internal Stakeholders to drive client centricity.
• Leads team within a large part of a Business Division to develop, implement & achieve country/Business Function specific strategy and has influence on the broader Business Function performance in a country of high strategic importance
• Active involvement in crafting our transformation initiatives and ensuring the smooth execution across various teams and locations. 

• Actively collaborates with other Business Divisions (eg. COO office, Risk functions and WM) to identify gaps in existing offerings and processes. Be independent and resourceful to resolve issues with minimal guidance 
• Support delivery of consistent and high-quality service to Private Banking clients and facilitate a smooth working relationship of Front Office teams with support functions.  
• Work with Global Head Client Services, PvB, and key stakeholders to deliver the People Agenda. Energize the culture for PvB and improve the happiness factor at work.

Manage Front Office related initiatives (this includes new product launch, new platform and digital initiatives) to drive efficiency & improve the capacity of the team through:
i) Clear roles & responsibility definition
ii)Resourcing review
iii)Empowerment
iv)Remove limiting rules and unnecessary bureaucracy

• Enable business values through client engagement/ feedback via Front Office and Operations transformation. To play a key role to ensure that voice of clients is translated to effective process in operations.
• Drive Best in class service through analysis of strategies from the results of clients’ surveys findings.
• Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management in collaboration with Business enablement team with PvB.
• Undertake specific business projects. 

Client Servicing & Infrastructures Management 

• Work with Global Head Client Services, PvB and key stakeholders in Private Banking to deliver the client journey and state vision ( best in class client experience) and embed the way of working within Private Banking 
• End to end accountability for front-office processes connected with client servicing execution 
• Evaluates situations using diverse range of internal and external sources (e.g. operation procedures, practices and standards) and translates strategy into tactics for own area of Business Function and country / region 

• Partners with other Business Divisions and / or Business Functions to identify emerging issues and resolve queries with minimal guidance.
• Identifies and resolves problems by applying professional expertise and experience to identify and select creative solutions / process improvements guided by global policy and practice
• Has a clear understanding of the Group's products and segments and the related dependencies and how they fit with the relevant Country/ Business Function portfolio, risk strategy and regulatory implications
• Identify and create areas of competitive advantage in the servicing domain, including executing changes initiated by Group Private Banking, 
• Proactive stakeholder management across Group Country Business, T & I, COO, Booking Centre Head, Compliance, Finance & Risk to ensure alignment across the organisation on delivering the end state vision. 
• Drive adoption of existing and future process and technology initiatives 
• Embed servicing related processes to align to Clients’ requirement while adhering to the bank’s Operational risk framework ( ORF)
• Deliver outcomes on standard metrics/ scorecard for servicing eg Productivity, accuracy, service levels, losses/ lapses, issues, residual risk acceptances and the ORF related to servicing.

People and Talent 

• May hold some accountability for setting budgets for their department. This may be within a particular area, such as suppliers. Responsibility will generally focus on tracking costs against given budgets and providing input into budget planning. In consultation with their manager will allocate budget across teams (if required)
• Champion and act as a role model of the Group’s values and culture in the country
• Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes.​​​​​​​

• Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
• Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles.
• Ensure team structure/capacity is reviewed to enable delivery of client outcomes.
• Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk. Drives learning and development of team members for talent pipelining and succession planning
• Develop a team structure to meet the needs of all stakeholders in line with our growth ambitions

Governance and risk management 

• Work closely with risk teams to ensure that the Global Head Client Services, PvB is updated on the risk profile of the function including elevated risks.
• Develops and exercises policies and process at the Group-wide or regional level. May also be responsible for various projects at Group-wide or regional level to improve efficiencies.
• Takes the lead to drive change processes within the Bank through strong ability to influence.
• Leads and execute the delivery of a product or process that has a Global Business Function / Group-wide wide impact. Has significant impact to the Group's strategy in a defined area through driving changes in policy and procedures in a specific area. 
• Ensure effective management of operational risks in the servicing and transacting journey for PvB clients in compliance with applicable internal policies and external laws and regulations.
• Responsible for embedding of Operational Risk Framework linked to journeys related to servicing and transacting in PvB, ensuring appropriate focus on High risk and Very High-risk issues.
• Responsible to minimise operational loss and audit failures and in conjunction with country and regional COOs, ensure appropriate focus on issues and resolutions in collaboration with business risk management

Responsible for ensuring that direct reports execute responsibilities as outlined in the Group Operational Risk Framework.
(a) maintaining a strong and appropriate control environment covering PvB businesses
(b) Restricting business if existing infrastructure and processes, capacity or capability are not fit to execute business within operational risk tolerance, regulatory standards or growth aspirations.

• Responsible for review of services in accordance to the service level agreement signed with offshore centres or third-party suppliers for provision of services.
• Responsible for prompt escalation of issues, reporting of breaches etc for early resolution
• Accountable to own regulatory audit / inspections on COO teams in country as well as offshore service centres affecting the country through direct reports.
• Support all governance and remediation related activities and ensure proper compliance

Business Continuity Management

• Accountable to ensure BCM framework adequately supports the business strategy. Where necessary provide executive sponsorship for major BCM initiatives.

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles: Treating Clients fairly/ Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Regional/ Country PvB Business Head 
• Market Heads 
• Group PvB Journey Owners for Centre of Excellence domains 
• Regional and Country COOs 
• Head, PvB Business Risk management 
• Head, Client Enablement and Utilities 
• Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc. 
• Country CIO/CTM where appropriate 

Other Responsibilities

• Embed here for good and the Group’s brand and values in Private Banking.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Our Ideal Candidate

• Exemplary business acumen and interpersonal skills as well as exceptional attention to detail and ability to prioritise.
• Expert communication skills – oral, written and visual. 
• Strong inquisitive mind with the ability to structure complex information logically and plainly.
• Ability to see the big picture and appreciate the strategic intent 
• A team player with the ability to interact, influence and work with a wide variety of stakeholders 
• Strong project management skills with ability to prioritise and handle a stretching, diverse workload 
• A self-starter with a hands-on style and determination to make a difference 

• Ability to work on broad strategic projects and day-to-day process-oriented tasks 
• Flexibility and responsiveness in order to handle changing priorities and urgent requests from management 
• The capability to operate independently and with the maturity to run with several business initiatives in parallel 
• Strong organisational skills with the ability to operate with minimal guidance and identify priorities 
• Demonstrated strategic capability, but also a capability to attend to detail and financial data
• Experienced navigator of the organisation, with a good understanding of the Affluent business, strategy and purpose. 
• Interest in and good understanding of macroeconomic, geopolitical and regulatory affairs. 

Role Specific Technical Competencies

• Ability to deal with Senior Management across different countries and cultures
• Organizational Communications
• Time Management and Ability to Prioritise
• Knowledge of financial products and services
• Business acumen
• Manage conduct

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.