Job Summary

•    The individual will oversee operational execution capabilities supporting SME Banking strategy improving client experience, efficiency, compliance and scalability. This role is responsible for optimizing relevant processes, directly impacting on customer service. The Senior Business Manager will work closely with senior leadership to align operations with business strategy, ensuring seamless service delivery to SME clients.

Customer Experience & Service Excellence

•    Enhance SME customer journeys by streamlining onboarding, client reviews, and client servicing.
•    Monitor service level agreements (SLAs) with CIB teams, where relevant, who perform SME operations to ensure high-quality delivery to clients. 
•    Leverage data analytics to identify pain points and improve client satisfaction.
•    Setting up of relevant teams where appropriate directly impacting client experience, as decided part of Strategy.   

Operational leadership & strategy:

•    Develop and execute operational capabilities aligned with SME Banking’s growth objectives and Strategy.
•    Drive end-to-end SME banking operations transformation agenda to enhance customer service efficiency, reduce costs, and improve turnaround times, including all types of products. 

Risk & Compliance Management

•    Ensure Business operational risk teams deliver senior management dashboards and insights for early identification of operational risks impacting SME Business  
•    Assist the Global Head, SME Banking in the preparation of risk papers to relevant risk committees  
•    Focus on sustainability and climate risk as relevant to corporates. 

Technology & Innovation

•    Collaborate with One delivery and fintech partners to facilitate timely implementation of agreed solutions/ partnerships, and delivery of platform. 
•    Lead digitization projects (e.g., paperless banking, API integrations, mobile banking enhancements). 
•    Promote data-driven decision-making through business intelligence tools.

Team Leadership & Stakeholder Management

•    Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
•    Ensure the provision of ongoing training and development of people
  
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.

People Leadership

•    Team leadership: Set direction for the team, role‑modelling inclusive leadership and high standards of client focus, risk discipline and collaboration.
•    Performance and conduct: Set clear expectations, remove obstacles to delivery, provide regular and constructive feedback, and reinforce expected conduct and standards.
•    Coaching and development: Uplift the capability of the team by developing the skills, judgement, and experience required to perform effectively and progress in their careers over time.
•    Thought Leadership and Market Positioning: Share sector, thematic and market insights with clients to strengthen strategic engagement and reinforce the Bank's market position. Partner with Industry, Product and Advisory teams to develop thought leadership content and client engagement initiatives.

Key stakeholders

•    Global Head, SME Banking 
•    Global Product Heads, SME Banking
•    Country SME Banking Heads
•    Global Client Journey Heads and representatives
•    Cluster and country COO’s
•    Conduct, Compliance and Risk function heads and representatives

Our Ideal Candidate

•    Degree qualified with 10 plus years in banking, specifically with Corporate/ Commercial or SME Banking experience
•    Highly strategic, consultative and solution oriented with the ability to assess and understand SC business & organisational issues/requirements.
•    Strong product knowledge in SME Banking. 
•    Strong execution capability, high discipline with excellent project management skills
•    Strong relationship management skills. Strong ability to manage and effectively influence multiple stakeholders including senior management
•    Strong analytical capability
•    Very strong verbal and written communication and presentation skills i.e. PowerPoint, Excel
•    Strong team orientation. Ability to work effectively in cross-cultural, cross-geographical, matrix environments
•    High level of responsiveness, sense of urgency; ability to operate in a highly pressurised & dynamic environment
•    Strong drive for results, ability to plan, track and follow through to deliver an aggressive project plan
•    Role model for the Bank’s valued behaviours, particularly around integrity and confidentiality

Role Specific Technical Competencies 

•    Change Management
•    Business Acumen
•    Policies and Standards (relevant CFCC and others)
•    Cross-functional Collaboration
•    Process Management 
•    Understanding Customer Needs 

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.

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