Job Summary

We are seeking an experienced, commercially minded professional to shape the UAE Implementation and Cash Client Service function within the evolving MENAP model. This role connects solution delivery, digital integration and ongoing service into one accountable client journey, accelerating revenue realisation and strengthening client relationships.

The successful candidate will lead through complexity and ambiguity, navigate Standard Chartered’s country, regional and global matrix, and influence partners beyond direct reporting lines. This is an opportunity to build a proactive, business-aligned service function while maintaining delivery discipline and client continuity through change.

Strategy

• Translate global and MENAP priorities into a focused UAE implementation and service roadmap, with clear outcomes and execution milestones.
• Embed a connected implementation and cash service proposition, reducing handover gaps and fragmented client ownership.
• Develop tier-based coverage: proactive, relationship-led engagement for Platinum and Gold clients, supported by scalable hub and digital servicing.
• Shape operating-model improvements with regional partners, balancing client needs, local requirements, capacity and sustainable cost.
• Partner with Sales, Coverage and Product on strategic client engagements, positioning implementation and service as differentiators in the Bank’s proposition.

Business

• Own implementation and service outcomes for the assigned portfolio, accelerating activation, supporting solution utilisation and protecting revenue retention.
• Build trusted relationships with senior Treasury and Finance stakeholders, understanding their operating models and anticipating service needs.
• Lead critical escalations with sound judgement, mobilising cross-functional owners and communicating realistic commitments to clients.
• Balance team capacity, productivity and cost across country and hub delivery, securing partner commitments where resources sit outside direct control.
• Represent the function in leadership forums, translating client insights, delivery constraints and achievements into actionable business decisions.

Processes

• Oversee delivery from deal handover and documentation through setup, integration, testing, training and transition to ongoing service, engaging service teams early.
• Establish clear ownership, milestones and service-level agreements with Technology, Channel Operations and other delivery partners to resolve dependencies and bottlenecks.
• Maintain disciplined use of implementation and service systems, with accurate records of risks, issues, complaints, turnaround times and agreed actions.
• Use service reviews, client feedback and root-cause analysis to prevent recurring issues and improve end-to-end delivery.
• Support RFPs and RFIs with credible delivery commitments; advance workflow simplification, setup automation, APIs and digital self-service to reduce client effort.

People & Talent

• Unite implementation and service teams around shared client outcomes, clear responsibilities and a collaborative, inclusive culture.
• Lead teams through organisational change with clarity and transparency, sustaining accountability and delivery while structures evolve.
• Coach colleagues in cash products, client engagement, digital integration and project management, strengthening judgement and problem-solving.
• Build succession and cross-training plans that develop future leaders, retain critical knowledge and support continuity across locations.

Risk Management

• Ensure delivery complies with applicable regulatory, legal and internal requirements, including those governing UAE, DIFC and cross-border activities.
• Identify operational, implementation and transition risks early, maintaining effective controls and escalation throughout change.
• Protect client information through appropriate access, confidentiality and information-barrier controls across teams and locations.
• Maintain reliable client and configuration data, robust reporting and business-continuity arrangements across country, hub and third-party dependencies.

Governance

• Clarify decision rights and accountability across the matrix, obtaining required approvals without allowing organisational boundaries to obscure client ownership.
• Use governance forums to resolve competing priorities, escalate recurring issues and track remediation to closure.
• Demonstrate ethical leadership and constructive challenge, ensuring changes to processes, resourcing and operating models are documented and appropriately controlled.

Key Stakeholders

Internal

• UAE, DIFC, MENAP and global business and functional leadership.
• Transaction Services Sales, CIB Coverage, Products teams
• Technology, Digital Channel Solutions, Channel Operations and offshore delivery hubs.
• CMO, Chief Operating Office, Risk, Compliance, Legal, Finance and HR partners.

External

• Senior Treasury, Finance and Regional Treasury Centre stakeholders.
• Corporate and institutional clients, including multi-market client teams.
• Client ERP partners and third-party technology, integration and service providers.

Qualifications

• Minimum 15 years’ experience in banking, financial services or a related industry, with substantial cash management and corporate client delivery expertise.
• Proven leadership in implementation, cash client service or related Sales and Coverage roles, with demonstrated ownership of complex client outcomes.
• Strong knowledge of cash products, payments, liquidity, digital channels and integration approaches, including APIs.
• Demonstrated success delivering complex, cross-border implementations and managing country and hub service dependencies.
• Ability to understand and navigate SCB’s matrix: country and functional mandates, regional and global priorities, and direct and dotted-line accountabilities.
• Evidence of leading transformation through ambiguity, resolving competing priorities and influencing senior stakeholders without relying on formal authority.
• Strong programme management, commercial judgement and executive communication skills, including credible engagement with senior clients.
• Experience navigating & dealing with geographically distributed teams; Project Management Professional (PMP) certification is advantageous.

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.