JOB SUMMARY

• As a senior leader within the Transformation and Strategic Initiatives team, the role will drive enterprise-wide transformation of end-to-end Client Lifecycle Management (Onboarding to Offboarding) across all segments within Wealth and Retail Banking (WRB) – Emerging affluent, Affluent, SME and Private Banking.
• This role is accountable for delivering scalable, efficient and future-ready operating models for client onboarding and financial crime risk that enhances client experience, reduces risk, improves turn-around time and enables sustainable growth. The incumbent will lead strategic change initiatives, embed operational excellence, and foster a culture of innovation and continuous improvement in the areas of onboarding, client reviews, CDD management and offboarding.
• This role is at the forefront of reshaping how the bank engages with clients from day one. By driving transformation and operational excellence, the incumbent will help create a seamless, compliant and scalable client lifecycle management experience that supports the bank’s growth ambitions and regulatory commitments.

RESPONSIBILITIES

1.    Strategic Transformation leadership

• Define and execute the global transformation roadmap for client lifecycle management, aligned with the bank’s strategic priorities by segment.
• Lead cross-functional programs to re-engineer processes, modernize platforms, and digitize client journeys and decision making.
• Champion agile delivery models and change management frameworks to accelerate execution and adoption

2.    Operational Excellence & Performance 

• Establish a framework for continuously improving the end-to-end onboarding process improving the degree of automation for an efficient and outstanding client experience
• Drive end-to-end process efficiency, cost reduction, and service quality improvements across client lifecycle operations globally partnering with countries and the Global Business Service centres
• Embed a culture of continuous improvement through communication, training, coaching and performance recognition.

3.    Client Experience & Standardisation

• Partner with segment heads, product, one delivery, and Onboarding/ CDD process management teams to drive differentiated onboarding journeys tailored to client needs
• Drive harmonisation and standardisation of the client lifecycle management process and uphold Group standards by the various client sub segments.
• Use design thinking and journey mapping to identify pain points and opportunities for frictionless client experience
• Ensure transformation initiatives deliver measurable improvements in client satisfaction and NPS

4.    Digital Enablement & Innovation

• Collaborate with One Delivery/ Technology and data teams to implement intelligent automation, AI/ML and workflow orchestration tools
• Evaluate and integrate emerging technologies to future-proof onboarding capabilities
• Partnering with One Delivery teams, lead innovation labs and pilot programs to test and scale new solutions

5.    Governance, metrics and Stakeholder engagement

• Define and track transformation KPIs, OKRs and value realisation metrics.
• Provide regular updates to relevant executive committees on transformation progress and impact
• Partner closely with CDD Process and Risk Governance leads to ensure alignment, control and sustainability.

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

• WRB MT members
• Group WRB, Cluster and country COO’s
• Group WRB COO MT
• One Delivery teams, Technology teams and Data teams.
• Conduct, Compliance and Risk function heads and representatives (both at Group and Segment level)

Other Responsibilities

Embed Here for good and Group’s brand and values; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; 

Our Ideal Candidate

• Bachelors Degree
• 15+ years of experience covering transformation programmes, financial crime risk, operational excellence or strategic change within WRB segment/ equivalent leading banks.
• Deep expertise and understanding of CDD/KYC, Client Onboarding and lifecycle management.
• Deep understanding of regulatory frameworks across diverse client segments and jurisdictions.
• Proven track record in leading large scale transformation programs across complex, multi jurisdictional environments.
• Expertise in Lean, Six Sigma, Agile or other digital transformation methodologies.
• Strong leadership, stakeholder management and communications skills.
• 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 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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers