Job Summary

The role of Director, Digital Capabilities is pivotal in leading and shaping the strategic direction of the Digital Capabilities Team within the Consumer Credit and Personal Lending (CCPL) sector. This leadership position requires a visionary professional dedicated to supporting the expansion and profitability of the CCPL business while driving key initiatives to elevate the customer experience and operational efficiency through digital innovation.

As Director, you will spearhead efforts to grow sales and balance shares, foster affluent customer acquisition and upgrades, and encourage multi-product relationships. Emphasis is placed on accelerating the digital transformation agenda for credit card and personal lending products by enhancing digital automation and straight-through processing capabilities. You will guide implementation of strategic initiatives aimed at leveraging technology to offer seamless, efficient, and customer-centric services.

Your remit will also include reducing customer complaints by refining process workflows and digital journeys, particularly in onboarding and servicing, ensuring an enhanced client experience. This role demands a dynamic leader with the ability to combine strategic thought with operational execution, orientated towards measurable business performance and innovation.

Key Responsibilities

Strategic Leadership:

• Develop and implement a comprehensive digital strategy for credit card and personal lending products, aligning technology advancements with business growth objectives.
• Champion innovation through emerging technologies such as artificial intelligence, machine learning, and mobile platforms, enhancing product accessibility and customer engagement.
• Formulate and manage prioritisation plans for digital initiatives that support portfolio growth and elevate customer satisfaction metrics.

Operational Excellence:

• Oversee the enhancement of digital channels including mobile and online platforms to ensure user-friendly, intuitive and secure digital experiences.
• Partner with cross-functional teams to streamline application and approval processes, improving operational efficiency and reducing turnaround times.
• Leverage data analytics to provide actionable insights on customer behaviour, transaction patterns and product performance to guide product development and marketing efforts.

Team Leadership and Stakeholder Management:

• Lead, mentor and develop the Digital Capabilities Team fostering a culture of continuous improvement, innovation, and collaboration.
• Engage with internal stakeholders, external technology partners, and regulatory bodies to deliver compliant, scalable, and cutting-edge digital solutions.
• Drive initiatives that embed customer-centricity in all facets of the digital transformation journey, ensuring alignment with company values and client needs.

Skills and Experience

• Opportunity Recognition: Demonstrates an astute awareness of market trends and customer needs to proactively identify digital opportunities that can be leveraged for business growth.
• Innovative Problem Solving: Applies creative and analytical thinking to overcome complex challenges, driving process improvements and digital solutions.
• Leadership and Influence: Exhibits strong leadership qualities to inspire teams and influence stakeholders, fostering a culture of accountability and excellence.
• Resilience: Maintains composure and persistence through setbacks, adapting strategies to meet evolving business landscapes.
• Collaborative Approach: Encourages open communication and teamwork across diverse groups to deliver integrated digital products and services.
• Effective Communication: Clearly articulates vision, strategy, and expectations, ensuring mutual understanding and alignment among all levels of the organisation.

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.