Job Summary

•    The Data, Digital and Coverage Platform Team (DDCP) unit, sits within the Corporate and Investment Banking (CIB) division, is looking to hire a CRM Business Analyst to join an established program that has been set up to deliver Customer relationship management (CRM) solution for our frontline sales team. The program looks to transform our sales, marketing & servicing approach, to unlock new revenue opportunities and to support our top-line growth ambition.  
•    The CRM Product Owner will support CRM Product Owner & drive the definition and implementation of pan-CIB transformation initiative CRMx, with a specialization in AI to support the development and optimization of AI-driven initiatives. Responsibilities include aligning the CRM Sales & Marketing Roadmap to the overall vision & strategy set by the Chief Product Owner and to take up ownership of the CRMx Sales & Marketing product backlog.

Key Responsibilities

Strategy
Define and continuously refine the strategic roadmap for CRMx platforms, ensuring alignment with enterprise objectives, customer experience goals, and emerging technology trends. 

Business
•    Defines, refines, socializes, and tracks product roadmap for owned CRM capabilities together with Product Owner(s)
•    Has knowledge of CRM products (Desired Dynamics 365 etc) to make adequate design decisions & propose solutions to requirements based on industry & technology best practices
•    Manage vendors, do joint design, and influence product direction
•    Drive adoption of the product
•    Presents and leads sessions and requirement workshops, based on Agile Delivery Methods
•    Assist in identifying areas where AI and automation can improve customer journeys, decision-making or internal efficiency
•    Translate business problems into solution opportunities
•    Support the implementation and testing of features
•    Stay current on CRM trends and use cases in financial services, particularly in enhancing CRM, customer insights, and operational efficiency.

Governance 
•    Adherence to policies and control standards, ensuring compliance and operation within risk tolerance and risk appetite
•    Maintain awareness and understanding of the regulatory framework in which the Bank operates, and the regulatory requirements and expectations relevant to the role.
•    Responsible for delivering ‘effective governance’ within the deliverables and possessing the ability to constructively challenge relevant stakeholders and teams effectively.
•    Ability and willingness to work through details with relevant control functions in an open and collaborative manner to achieve the desired governance outcome within the bank’s risk appetite.
•    Work with global teams in Risk, Compliance and COO Office to ensure adherence to the Bank’s Risk framework, in the identification, assessment, mitigation, control and monitoring of risk

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
Internal:
•    Frontline Sales - Client Coverage Senior Bankers, GAMs, RAMs, FAMs, TB Cash & Trade Sales, Market Sales, FSS Sales and Global Banking Bankers 
•    Country/Regional/Segment CIB Business Managers
•    DDCP CRM and Sales Enablement Product Owners
•    DDCP CRM and Sales Enablement Hive Chief Product Owners
•    FAST - Commercialisation / Change lead & team
•    Sales Enablement Refinement Forum
•    Sales Enablement Hive Leadership Team
•    Sales Enablement Hive Squads 
•    DDCP Frontline Application and Support team (FAST) MT members 
•    CIB Process Owners and Process Owners delegates, where relevant 
•    Risk Framework Owners for CIB Processes, where relevant
•    Legal, Audit and CFCC, where relevant
•    CIB DDCP MT, where relevant
•    CIB Business Head MTs, where relevant
•    Global Implementations Team

External:
•    External vendors and suppliers, where relevant

Qualifications

Our Ideal Candidate 
•    10+ years in digital & technology implementations, preferably in a large Financial services organization, handling complex implementations.
•    6-8+ years’ experience with agile delivery approaches (e.g. Scrum, SAFe), ideally working experience as a Product Delivery, Business Analyst, or similar role
•    Prior experience in managing change for a CRM platform is preferred, ideally experience in a vendor solution delivery and with AI-enhanced features
•    Understanding of wholesale/ corporate banking products, processes, and an appreciation of the role of frontline and their needs would be valuable
•    Desired – Agile Business Analyst training/certification
•    Solid understanding of AI/ML concepts and their application in business (not expected to build models, but must understand data pipelines, feature, model output)
•    Familiarity with common AI use cases in CRM
•    Ability to explain AI concepts, limitations, and outcomes clearly to non-technical stakeholders
•    Experience with dealing with emerging technologies, proofs of concepts, driving pilots, and product evaluations utilizing innovative sales engagement technology
•    Experienced with managing delivery with scrum masters, technical developers, and architects
•    Develop and maintain the product vision and roadmap with (C)POs, squads, and stakeholders
•    Experience in the analysis and understanding of business processes and needs to develop a Product backlog, feature backlog & User stories
•    Be a self-starter that thrives in the face of challenge, clearing obstacles with a resourceful and creative approach to problem-solving.

•    Strong intellect with superior analytical, problem solving and decision-making skills
•    Strong interpersonal skills with the ability to collaborate with multi-functional, multi-cultural, multi-product teams to achieve superior results
•    Strong communication skills – oral, written and presentation to explain complex or technical issues for a broad audience
•    Strong stakeholder management ability in handling wide ranging and senior stakeholders (across segments/product areas)
•    Comfortable working in agile, cross-functional teams and managing multiple initiatives.
•    Exceptional collaboration skills, strong team player

Skills and Experience

•    Knowledge of banking process
•    Analytical thinking and strong presentation skills
•    Addressing Frontline Needs – Products and Processes
•    Proficiency in Excel, PowerPoint
•    Knowledge of human centred design
•    Customer Relationship Management Domain Knowledge
•    Knowledge of banking process

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.