Job Summary

CHANGE:The Change & Transformation team supports the Head CRC and focuses on all aspects of business management with particular emphasis on Automation, elimination and rationalisation of process.  as such the Senior Manager Change and Transformation will Lead engagement with multiple change / project teams & internal stakeholders within CRC on changes impacting CRC processes.  Serve as a thought leader for the processes within GBS.  Create effective presentation packs for Senior Management, internal stakeholders and cross functional stakeholders.  Set and Close collaboration with Group, Region and Country business and function stakeholders, shared utilities and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct

SME: To provide Subject Matter Expertise with an intention elevate the teams' knowledge graph and efficiency, thereby leading to more qualitative output.  Act as process champs. Work with policy team/Group/BAU teams and socialize changes to the staff.  Maintain changes & socialization tracker to track whether all process and system changes are socialized for all staff.  Represent Unit in System Changes, Review Changes/Initiatives, write test cases with their expertise.

Key Responsibilities

Strategy

Targeted Improvements

• Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
• Champion the adoption of Ways of Working within the teams
• Deliver significant improvement in frontline & client experience in terms of TAT, productivity and process improvements.  Embed appropriate risk culture and standards of excellence. This will include strong emphasis and focus on:
  • Accurate and efficient credit and client onboarding, management and off boarding processes.
  • Heightened awareness of Risk, and associated controls.
  • Oversight of the Credit Documentation Unit / Limit Maintenance / Audit Confirmation / Governance & Reporting as applicable
  • Expansion into other process to support business and risk control objectives
• Lead local capabilities for onboarding and Credit Risk Control activities (e.g. Documentation, Limit Maintenance, Governance & Reporting, Audit Confirmation)
• Reinforce synergy between countries, regions and hubs, through close communication and consistency of standards
• Spearhead the delivery of change projects, improvement, remediation activities
• Continuously work on the expansion of the scope of Credit CoE including more processes and business segments, geographies 

Automation and Streamlining

• Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
• Drive adoption by the team, of the latest tools and techniques to improve performance

Business

The Change & Transformation team supports the Head CRC and focuses on all aspects of business management with particular emphasis on Automation, elimination and rationalisation of process.  

• Change & Transformation team will Work with the Head CRC and his unit heads with improving and maintaining the level of operational efficiency.  
• Support the unit heads to ensure that effective systems and operational controls are in place and adhered to achieve business transformation.
• Assist with governance of the business to ensure that we operate within internal and external guidelines. To maintain an overall vigil and work with the Business to ensure operational controls commensurate with the risk appetite of the Bank.
• Work to rationalise and Simplify and standardise operational processes and procedures where relevant.
• Lead CRC and strongly support CCIB frontline to deliver beyond client expectations
• Ensure that the CRC is ably equipped with the best-in-class MIS, Performance Management tools, and utility functions
• Set and manage all relevant team budgets
• Develop awareness of business changes, predict challenges and identify opportunities to optimise people & processes and add value to client & frontline
• Serve as a thought leader for the processes within GBS
• Set and Close collaboration with Group, Region and Country business and function stakeholders, shared utilities and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct
• Effective relationship and key stakeholder management with and across the networks to identify and address issues/ concerns

SME: 

• Liaise with business units, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
• Supporting various stakeholders on regulatory and audit requests
• Act as a Relationship Manager for the respective in country & Group CM

• Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
• Undertake ad-hoc duties and when delegated by Line Manager
• Identify process improvement opportunities and work closely with management to implement the change

in addition to all the above

• Be a lead for Checklist and Content creation for the respective process
• Be a Squad Lead, provide subject matter expertise and guide Product Owners to achieve strategic targets

Processes

• Lead Process Improvement for CRC
• Lead engagement with multiple change / project teams & internal stakeholders within CRC on changes impacting CRC processes
• Deliver comprehensive impact analysis covering short and long-term impacts.
• Identify key processes for further streamlining, work on process improvements fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours
• Optimise CRC processes with the aim to improve client experience, reduce ‘time to revenue’ without impact on control standards 
• Continuously improve productivity and efficiency of processes and people
• Drive a strong results-oriented CRC team supported by robust data-enabled performance management tools.
• Apply a structured methodology and lead change management activities
• Decision making 
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support communication efforts Support the design, development, delivery, and management of communications.
• Assess the change impact, conduct impact analyses, assess change readiness and identify key stakeholders.

• Support training efforts, provide input, document requirements and support the design and delivery of training programs.
• Complete change management assessments
• Identify, analyse and prepare risk mitigation tactics
• Identify and manage anticipated resistance
• Consult and coach project teams
• Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
• Support and engage senior leaders
• Coach managers and supervisors on WOW 
• Support organizational design and definition of roles and responsibilities
• Coordinate efforts with other specialists

SME: 

• Support Training Head to create/update learning content
• Act as process champs. Work with policy team/Group/BAU teams and socialize changes to the staff
• Ensure/cross check whether the changes are documented in GDOI where the changes are at Global level
• Maintain changes & socialization tracker to track whether all process and system changes are socialized for all staff
• Represent Unit in System Changes, Review PED/BRD, write test cases
• Guide BAU teams for UAT and sign off system changes (Wherever required SMEs will perform UAT) 
• Socialize system changes to relevant staff
• Maintain changes & socialization tracker to track whether all process and system changes are socialized for all staff
• Requirement gathering, Represent in project calls & Coordinate UVT

• Champion Transformation by initiating A3 statements for problem solving and process improvement
• Create on-the-job new joiner training curriculum/content to ensure uniformity in training and to achieve speed to productivity
• Need based training intervention for specific learning needs (Refresher Sessions on Products / System / Process) on an on-going basis
• Create/Update System Guides for Learning & Reference purposes
• Design the curriculum and conduct assessment for Annual Role Certifications
• All past incidents and operational losses to be part of the content and the case studies
• Create/Update/Manage Assessment questions & SABA Curriculum

People & Talent

• To partner with the group and identify, drive and implement change management initiatives
• To communicate and socialise the change management areas of work and to positively manage the impact of such changes
• Develop a highly engaged CRC Team. Have a strong oversight on talent management and hiring 
• Ensure a high-performance team and provide appropriate training with the aim to achieve optimum quality deliveries
• Employ, engage and retain high quality people with succession planning for critical roles and appropriate recognition and reward for high performance / potential
• Ensure successful implementation of Hybrid working arrangement 
• Lead through example and build the appropriate culture and values, embedding a high level of team engagement

• Set the appropriate tone and expectations for team and work in collaboration with risk and control partners, global process teams, and local business teams
• Ensure participation of team in CRC training programmes for all staff executing relevant processes & foster cross-training of staff across managed areas
• Ensure implementation and tracking of performance metrics into the P3 of staff managed
• Manage and control overall attrition at acceptable level. Attrition of top performers to be managed.  Minimize key man risks within team.
• Develop succession plan for self and for all critical resources in the team

Risk Management

• Ensure implementation of the OR Framework across managed processes
• Control operations to meet risk tolerance thresholds set for processes managed
• Proactively manage risks and establish/ monitor controls to improve the overall state of the risk management and operating framework in the country
• Work closely with Local Compliance, Credit, Legal, and Risk for guidance on complex policy/ risk issues and actively provide feedback for process gaps and revisions required
• Provide insights and highlight risks/ mitigation to senior management, governance forums, and group teams based on understanding of country dynamics and MIS & analytics
• Manage remediations as required to ensure capability, process, or data/ docs are brought up to a best-in-class standard over time

Governance

• Responsible for delivering effective governance for CRC in compliance with applicable internal policies and external laws and regulations
• Ensure that the risks are clearly identified and quantified, properly tabled in the appropriate forums 
• Ensure, lead, and monitor strict adherence to regulatory requirements, best practices, and a state of ever-readiness for audit & regulatory reviews
• Ensure alignment of GBS teams and processes supporting the country
• Senior escalation point for stakeholders on process and governance related issues in country
• Represent the CRC and act as an alternate to the CRC Head in the relevant governance forums
• Coordinate across network to facilitate Local and Regional network business
• Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
• Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence

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

• Region and Country CCIB Heads
• Operational Risk Teams
• Regional and country Client Management teams
• Enablement Forums and Product Owners
• Other Operational teams GBS Hubs & Countries
• CCIB Regional / MT members
• Legal team; in-countries, Region and Group
• Credit & Risk teams; in-countries, Region and Group
• Client Managers & Credit Analysts
• GIA
• Risk and Control Governance Functions
• Technology Partners & Product Partners
• Global Client Management network
• COO Process owners and governance teams
• Front Office (RMs, CMs, CCMs)
• Credit Risk Managers

Other Responsibilities

• Embedding Here for good and the Group’s brand and valued behaviours in the Ops CRC CCIB team
• Performing other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Skills and Experience

• Operational Functions (Domain - Product, Process & Systems)    
• Process Management    
• Time / Resource Management    
• Operational Risk    
• Accuracy and Attention to Detail
• Understanding Customer Needs    
• Effective Communications    
• Problem Management Process    
• Interpersonal Relationships    
• Managing Change    
• Budget Management    
• Manage People    
• Data Analysis    
• Strategy Formulation & Implementation    
• Manage Projects    
• WOW    
• Process Improvement    

SME:

• Operational Functions (Domain - Product, Process & Systems)    
• Process Management    
• Time / Resource Management    
• Operational Risk    

Qualifications

• Education - Preferably Commerce Graduate / Post Graduate or CA / ICWA
• Training / Experience -
  • At least 120 Months of relevant work experience in the following areas:
  • Advanced Product & process knowledge (knowledge in terms of customers, products and transactions)
  • Banking operations experience (Credit Risk, Documentation, Client Service, CDD, payments, trade, markets or other) and service-oriented attitude.
  • Excellent communication skills.
  • Strong interpersonal skills with ability to network and influence decisions within the business and within infrastructure/ support teams.
  • Excellent analytical and problem-solving skills.
  • In-depth expertise in the Bank’s Frameworks, control and governance. 
  • Knowledge of business practices, methodologies, products and operational processes.
  • Prior work experience relating to change management or new process implementation.
  • Flexible and responsive nature to handle multiple initiative and changing priorities
  • An inquisitive “challenge the status quo” approach to existing practices and procedures.
  • Strategic thinker and with a macro dimensional view of the business.
  • Knowledge of SCB architecture, processes and Agile certification, Project managements and systems is an added advantage.
• Languages - English

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.