Job Summary

•    Lead and manage CLM Operations teams to deliver high-quality, timely, and risk-controlled support to Client Management and Business stakeholders across supported markets. 
•    Drive operational excellence by ensuring service levels, productivity, quality, regulatory compliance, and client outcomes are consistently achieved while fostering a strong risk and control culture. 
•    Enable continuous improvement through stakeholder collaboration, process simplification, talent development, and adoption of digital and automation solutions that improve efficiency and client experience. 

Key Responsibilities

Leadership & Team Management
•    Lead, coach, and develop a high-performing CLM Operations team, fostering engagement, capability building, succession planning, and a culture of accountability and continuous learning.

Service Delivery & Operational Excellence
•    Ensure timely, accurate, and efficient delivery of operational activities in accordance with agreed service levels, quality standards, productivity targets, and client expectations. 
•    Drive operational excellence through effective capacity planning, workload management, resource optimisation, and continuous process improvement initiatives. 

Risk, Controls & Governance
•    Maintain a robust risk and control environment by ensuring adherence to regulatory requirements, internal policies, operational risk frameworks, and audit standards. 
•    Proactively identify, manage, and escalate risks, issues, and control gaps, ensuring appropriate remediation and sustainable solutions. 

Stakeholder & Client Management
•    Build strong partnerships with Client Management, Business, Risk, Compliance, Operations, Technology, and other stakeholders to support business priorities and improve client experience.
•    Influence and collaborate across teams to resolve complex issues, remove process bottlenecks, and drive successful delivery of business outcomes.

Transformation & Change
•    Lead and support change initiatives, automation opportunities, and process transformations that improve efficiency, strengthen controls, and enhance service performance. 

Performance Management
•    Utilize management information, performance metrics, and data-driven insights to monitor outcomes, support decision-making, and deliver sustainable operational improvements.
    

People and Talent
•    Set direction and drive high performance by translating strategy into clear direction, aligning individual goals to team outcomes and providing regular, constructive feedback.
•    Develop talent and capability through coaching and career conversations that build critical skills, stretch potential and prepare individuals for future opportunities.
•    Lead by example by role-modelling the Bank’s valued behaviours, upholding strong risk and conduct standards, exercising sound judgment, and creating an inclusive team culture that supports wellbeing, values diverse perspectives, and drives accountability.

Skills and Experience

Must-have Skills    
•    Team Leadership
•    Client Lifecycle Management (CLM) / KYC Operations
•    Risk & Control Management

Other Skills    
•    Stakeholder Management & Influencing
•    Process Improvement & Transformation
•    Data Analytics & MIS Management
•    Change Management & Automation Adoption

Motivations

•    Driving operational excellence by solving complex business challenges, improving client outcomes, and delivering sustainable performance improvements.
•    Leading and developing high-performing teams, creating an inclusive environment where individuals can grow, collaborate, and achieve their full potential.
•    Identifying opportunities to simplify processes, strengthen controls, leverage automation, and deliver meaningful change that improves efficiency, risk management, and stakeholder experience.
•    These motivations align well with the role's focus on team leadership, continuous improvement, risk management, client service, and transformation within CLM Operations.

Qualifications

Key Experiences    
•    Experience leading or supporting teams in a complex operations, financial services, client service or regulated environment.
•    Demonstrated ability to deliver against service, quality, productivity and risk objectives.
•    Experience managing operational risks, controls, escalations and audit or assurance requirements.
•    Proven ability to collaborate with and influence diverse stakeholders across business, operations, risk, compliance and technology.
•    Experience using management information and performance data to identify trends, support decisions and improve outcomes.
•    Demonstrated success in leading change, process improvement, automation or operational simplification.
•    Experience coaching and developing colleagues, strengthening team capability and supporting succession or workforce planning.
•    Strong written and verbal communication skills, with the ability to present complex matters clearly to senior stakeholders

Certifications / Qualifications
•    No specific professional certification is mandatory, unless required by applicable local regulatory, compliance or role-specific requirements. 
•    Relevant academic, professional or vocational learning in operations, banking, risk, compliance, leadership or a related field would be advantageous but is not essential.

Languages    
•    Professional proficiency in English, with the ability to communicate clearly with colleagues and stakeholders across different markets.

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.