Job Summary

The Head of Services & Transformation, CFCR, serves as a pivotal global leader responsible for overseeing the comprehensive service delivery and driving transformative initiatives within the CFCR domain and associated service capabilities

In this role, you will champion operational excellence and performance optimization, unlocking synergies across disciplines and geographies to deliver client-centric, risk-aware, and scalable solutions. You will be an influential force in shaping the future of service models for CFCR, embedding technology advancements and data-driven insights into day-to-day operations. This leadership position provides a unique opportunity to make a meaningful impact on the bank's service transformation journey and offers significant scope for professional growth within a dynamic international financial environment.

Key Responsibilities

Strategy and Leadership

• Collaborate closely with Global Product Heads and Process Owners to integrate product and process strategies into a cohesive execution framework that balances operational stability with agile transformation initiatives.
• Champion a unified and inclusive team culture across all stakeholders including Technology, Data & AI, Coverage, and Specialist teams, driving shared accountability and transparent communication channels.
• Design and oversee robust OKRs, KPIs, and performance dashboards to transparently monitor progress and foster continuous enhancements across both 'Run' and 'Change' activities.
• Develop and implement cutting-edge service and transformation strategies that prioritise client experience, mitigate risk, and support scalable growth aligned with organisational goals.
• Optimize the Services and Transformation Operating Model ensuring the organisation’s structure, capacity, skills, and geographical deployment are efficiently aligned with strategic objectives.
• Lead initiatives to embed process excellence, utilising proven methodologies to enhance efficiency, effectiveness, and stakeholder experience while leveraging emerging technology, data analytics, and AI capabilities.
• Ensure the Global Risk Services (GRS) operating model is executed with crystal-clear accountabilities, role definitions, and location strategy, fostering global consistency and local agility.

Business Operations & Stakeholder Engagement

• Cultivate and maintain strong, trusted partnerships across Product and Process teams, Business Risk, Technology, Data & AI, and country or cluster operations to enable seamless service delivery and transformation execution.
• Serve as the primary execution partner and transformation liaison for senior Product and Process leaders, facilitating priority setting, effective trade-off management, and timely escalation resolution.
• Drive sustainable operational, client, and risk outcomes by embedding a culture of quality, reliability, and structured change management throughout service delivery processes.

Change and Transformation Delivery

• Lead cross-functional transformation initiatives by applying change management principles, ensuring the successful rollout and adoption of new processes, systems, and service models.
• Promote continuous innovation by identifying opportunities to automate, digitise, and simplify service offerings whilst ensuring compliance with regulatory and risk frameworks.
• Manage capacity and capability planning, including talent development and succession planning, to build a resilient and future-ready operations function.

Skills and Experience

Professional Skills and Experience

• Certified Financial Risk Manager (FRM) qualification, demonstrating advanced understanding of financial risk disciplines.
• Association of Certified Anti-Money Laundering Specialists (ACAMS) certification or equivalent, evidencing expertise in compliance and AML frameworks.
• Investment Certification in Anti-Money Laundering (ICA) accreditation, validating strong knowledge of regulatory standards.
• Certified in Risk and Information Systems Control (CRISC) or comparable certifications, showcasing ability to manage IT risk in financial services.
• Proven track record in leading large-scale service delivery and transformation programs in global financial institutions.
• Strong operational leadership capability with experience driving cross-functional collaboration and aligning disparate teams towards common goals.
• Expertise in implementing technology-driven service enhancements, leveraging data analytics and AI to optimise processes and enrich client experience.
• Demonstrated ability to manage risk in complex environments while maintaining high-quality service standards.

Qualifications

Educational Background and Professional Credentials

• Minimum undergraduate degree; an MBA specialising in Finance, Risk Management, or related fields is highly advantageous.
• Professional certifications such as FRM are preferred to affirm financial risk expertise.
• Memberships or certifications in Product Management, Process Improvement, Agile Methodologies, or Transformation Management are valued to support strategic execution capabilities.
• Relevant certifications in Compliance, Anti-Money Laundering (e.g., ACAMS, ICA), Cybersecurity (e.g., CISSP, CISM), or Risk Management (e.g., CRISC) are essential to equip handling of regulatory and operational risk landscapes effectively.

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.
• 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.