Job Summary

- Need to implement automated metrics collection methods for 25 production metrics and interactive reports with real-time updates leveraging on ITSM and ADO features to reduce manual efforts and produce high quality data.
- Continuous focus to standardize and automate report formats depending on the stakeholders involved for various forums like Service review, Governance forum, Stability report walkthrough, Risk governance etc.
- Instead of just reporting production metrics, identify bottlenecks using reports, compare planned vs actuals and suggest improvements to hives to adhere to FY'2025 targets.
-Automate validation of data accuracy and consistency on ADO and ITSM through implementation of utilities that checks the resolution notes/action plans input.
-Increase transparency and accountability through clear definition of reporting mechanisms for production metrics for Digital Channels and Coverage Platforms and streamline workflows to ensure efficient use of ITSM tools like ServiceNow and defect tracking tools like ADO and collaboration tools like Confluence and incident/problem management processes.
-Schedule recurring calls with Hive leads to walkthrough the deviations from the target and get action items from hives and track till closure
-Organize recurring calls with Hive leads to ensure that automated reports are acted upon and adhere to KPI targets
-Provide clear visibility into Digital Channels and Coverage Platforms system performances, incident trends and resolution efficiency to improve overall production engineering practices and track Key Performance Indicators like incident volumes, response times and measure SLA adherence, ServiceNow open actions, ADO open Production defects ageing and regulatory requirements to maintain operational accountability.
-In addition to track existing KPIs, define critical metrics covering KRIs as well and implement automated dashboards and reports providing real-time insights into production health enabling hives to act and adhere to defined targets
-Achieve real-time KPI tracking to monitor key production metrics through governance automation like auto-trigger responses to respective hives on key metrics violation.
-Conduct regular reviews with hive leads/technology SPOCs in the first week of every month based on stability reports insights
-Conduct regular trainings to keep the teams (hives, CnC teams) updated on automations done, new tools, technologies, ADO and SNOW feature enhancements etc
-Measuring data like 'number of re-assignments' count, number of re-open count, late assignments, late response to clients and conduct a post-mortem analysis with respective application SPOCs and discuss steps to avoid such non-compliance
-Work with regional country SPOCs to identify automated ways to enable client feedback scores/NPS on production support effectiveness
-Minimize manual interventions by implementing client based(Country/Region/Stakeholder) automated governance frameworks leveraging on ServiceNow and ADOs by using rule based automation filters to ensure compliance with operational standards covering Digital Channels and Coverage Platforms and continuously optimize existing automation strategies
-Maintain transparency with clients regarding application performance and improvements and have weekly/bi-weekly recurring connect with regional SPOCs to gather client feedback to improve service quality for Digital Channels and Coverage Platforms domains and address pain points.
-Enhancing client experience by strengthening client communication providing timely updates on incidents, outages and resolution and schedule recurring calls if needed to address client escalations.
-Foster a culture of continuous improvement by promoting collaboration between hives/technology, production engineering and operations teams through recurring connects

Key stakeholders

•    Product owners, Digital Channels and Coverage Platforms
•    MD Digital Channels 
•    Global Head, Digital Channels and Coverage Platforms
•    CIO, Digital Channels and Data Analytics 
•    Global Head, Digital Channels and Coverage Platforms
•    Head, Business Continuity & Resilience, Digital Channels and Coverage Platforms
•    Production Hive Leads, Digital Channels and Coverage Platforms

Other Responsibilities
Embed Here for good and Group’s brand and values in XXXX [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

Key Responsibilities

Business

•    The role will work closely with COO and CIO teams to incorporate operational stability practices in production engineering process. 
•    Engage actively with CCIB COO’s community, Regional COOs, Global and Country Client Services Groups, Risk and Compliance for resolution of Client issues and overall Client Experience improvements. 

Processes
•    The role will be the owner of key technology production engineering process (for example Incident Management, Change Management, and Service Level Management processes across Digital Channels and Coverage Platforms CCIB Hives), ensuring elevated levels of industry best practices, process performance and accurate reporting. 

•    The role will implement and govern situation awareness practices and operational hygiene within Digital Channels and Coverage Platforms hives and Production Intelligence Center to protect revenue / minimize the blast radius of a system failure via fast recovery and improve observability capabilities. 

•    The role will be responsible for the key Hives operational service production engineering metrics instrumentation and will demonstrate the improvement of these metrics across key services used by SCB Clients. 

People & Talent

•    Attract, employ and retain industry certified technology service management professional to serve the business lines with consistency.

•    Make the SCB brand attractive to attract, employ and retain high quality talent with right skills and experience who can scale and operate across the distinct business lines with consistency, and promote team diversity across technical capability, background, gender, and race.

•    Lead through example and build appropriate culture and values. Set appropriate tone and expectations for the team and work in collaboration with risk and control partners.

•    Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Risk Management

•    Provide input to different risk and Governance bodies as key stakeholder for assessment and mitigation of risk.

•    Ensure a full understanding of the risk and control environment within Digital Channels and Coverage Platforms

•    Implement FMEA (Failure Mode Effect Analysis) across Digital Channels and Coverage Platforms to identify service reliability and service execution risk (subject to further discussion and FMEA becoming Risk control for Service Execution Process)

-Implement Data Quality tools which checks the cleanliness on the Incident closure with standard formats, correct information on client impacts as applicable.
-Continuous identification of key production metrics based on the client feedbacks/issues/incidents to reduce downtime, MTTR and ADO defect rates
(work with regional SPOCs to find ways to gather client feedback once in 3 to 6 months through e-mails or CAST surveys mechanisms or bank standard methods)
-Detect vulnerabilities in DR test plans and systems and improve co-ordination among teams and stakeholders and ensure compliance by meeting regulatory and bank standards for DR preparedness.
-Ensure that the application teams, DB teams and other stakeholders understand their roles and responsibilities and ensure readiness and confirm that the Digital Channels applications are DR ready and respond to disasters.

Strategy
•    The role will shape the strategy of SCB service offering competitiveness to Clients and ensure all technology service offering in terms of Service Operational Reliability, Supportability and Serviceability meet and exceed technology, business, and industry benchmark. 

•    Provide strategy and roadmap for Operational stability, Service management and Client Experience to hives with Production Intelligence Center operation. Constantly chases four nines (99.99%) service availability, tending towards zero minutes of unscheduled downtime. 

•    Provide the leadership for a seamless service experience throughout the technology service lifecycle, ensuring that technology services are future proof and aligned with the overall objectives and governance standards of Group and Regions business.

•    Plan and execute the strategy to monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and complied.

•    Responsible for engagement with the business for product volumes across markets, new clients, key/ hyper care clients across geographies.

Governance

•    The role will be accountable for technology service governance and ensure effective governance is in place for implementing, maintaining, supporting, and improving technology services and service standards. 
•    Govern Digital Channels and Coverage Platforms Operational Reliability transformation within Production Intelligence Center, implement governance mechanism for to ensure operational reliability metrics are delivered.
•    Automate reporting of hygiene and service performance MIS.

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.

•    [Fill in for  regulated roles] 
•    Lead the [country / business unit / function/XXX [team] 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.] * 
•    [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].
[Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]
•    Serve as a Director of the Board of [insert name of entities]
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Skills and Experience

ITIL
Technology / Reliability Service Management
Transaction Banking and Financial Markets
eXperience Level Agreements (XLA)

Qualifications

CERTIFICATIONS     Preferably ITIL Intermediate or Expert Level Certification

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.