Job Summary

•    The Head – Services & Transformation, CFCR leads the end-to-end service delivery and the execution of the transformation agenda for CFCR and/or associated service capabilities, operating as a single team with Product/Process Owner, Technology, Data & AI, Coverage, and SME personas to deliver shared OKRs and KPIs.
•    The role is accountable for global service performance, service quality, operational excellence, capacity and skills, and for driving the CFCR transformation priorities in alignment with product and process strategy.
•    This is a global leadership role covering multiple businesses across the Bank and requires deep domain expertise in CFCR and/or associated services capabilities, strong operational leadership, and robust change delivery capabilities.

Key Responsibilities

Strategy
•    Partner with the Global Product Head and Global Process Owner to translate product and process strategy into an integrated Run and Change execution model, including ownership of Service Design. 
•    Drive and support a unified one team operating rhythm & culture across Product/Process Owner, Services & Transformation, Technology, Data & AI, Coverage, and SME personas.
•    Develop and maintain shared OKRs, KPIs, dashboards and performance transparency across Run and Change.
•    Shape service and transformation strategy to support client centric, risk sensitive, and scalable product outcomes.
•    Implement effective and efficiency Services and Transformation Operating Model, while ensuring right size, shape, structure, spans & layers and location strategy. 
•    Drive end to end process excellence by applying the three levers to drive efficiency, effectiveness, and experience outcomes. 
•    Drive Technology, Data and AI enabled service and transformation function. 
•    GRS Services operating model is implemented with clear role clarity, accountability, and location alignment

Business
•    Build trusted and constructive partnerships with Product/Process teams, Coverage & Specialist teams, Business Risk, Technology, Data & AI, and country/cluster teams.
•    Serve as execution and transformation counterpart to Product/Process leadership, ensuring prioritisation, trade off decisions, and escalations are managed effectively.
•    Enable sustainable client, operational, and risk outcomes through consistent service quality and structured change delivery.

Processes 
•    Establish and improve workflows, DOIs, SOPs, and KPI frameworks across service operations and transformation execution.
•    Lead continuous improvement initiatives, applying lean principles, automation, data analytics, and insight led process optimisation.
•    Ensure coherent process lifecycle management in partnership with Product/Process teams.
•    Defining and embedding Services Design Framework, Standards, Governance framework & standards.

Transformation 
•    Drive execution of CFCR transformation priorities and the product/process change portfolio.
•    Embed dual track agile ways of working (continuous discovery and incremental delivery).
•    Lead change adoption, readiness, training, communications, and benefits realisation.
•    Ensure transformation delivery is fully aligned with product and process vision, backlog and OKRs.
•    Partner with Technology, Data & AI, PMO, Engineering, and SME personas to implement solutions that are architecturally sound, data driven, and compliant with standards.
•    Manage transformation risks, dependencies, sequencing, trade offs, and inter team coordination.
•    Strengthen change delivery standards and ensure consistent adherence across all transformation initiatives.

People & Talent
•    Ensure sufficient capacity, skills, and capability across hubs to deliver Run and Change.
•    Drive global resource alignment and develop a fungible operating model across services and transformation roles.
•    Develop and own career pathways, hiring standards, onboarding, training, and retention strategies for Services & Transformation talent.
•    Promote a culture of openness, learning, psychological safety, accountability, and high performance.
•    Role model inclusive leadership and collaboration across countries and functions.

Risk Management
•    Maintain a robust risk and control posture across services and transformation.
•    Operate a unified Issue & Event management framework including root cause analysis, look across reviews, and remediation planning.
•    Validate CFCR applicability for Change Risk Assessments and ensure all controls impacted by change are redesigned and effective.
•    Partner with Assurance and Internal Audit to close findings and continuously improve control testing and evidencing standards.
•    Proactively identify horizon risks and implement mitigations through service improvements or transformation initiatives.

Governance
•    Run integrated Run and Change governance including Product Governance Group routines, working groups, and stand ups.
•    Maintain transparent, data driven governance dashboards covering OKRs, KPIs, risks, escalations, and performance trends.
•    Ensure timely escalations to appropriate forums (e.g., Risk, Product, Investment, Change). 
•    Champion governance discipline while reducing unnecessary bureaucracy

Execution Support
•    Provide hands-on support across multiple streams — pilots, POCs, adoption journeys, and scale-up pathways.
•    Help track KPIs, outcomes, and value realisation metrics.

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
•    RCFC MT / MT-1
•    3LOD Functions
•    2LoD Functions (CFCC & OTCR Coverage & Specialist teams)
•    1LoD Functions
•    Business Risk teams (global and country)
•    Business and Country leadership
•    CFCC & OTCR Coverage and Specialist teams
•    Group Technology 
•    Group Data office / AI 
•    Group and Country Risk Frameworks Owners 
•    Change & Transformation 

Skills and Experience

•    FRM
•    ACAMS
•    ICA
•    CRISC

Qualifications

Education     Graduate, MBA Finance (Preferred)    
Licenses     FRM  (Preferred)
Membership     Product, Process, Agile or Transformation Certifications
Certifications     Relevant CFCR/COMPLIANCE/AML/CYBER/RISK Certifications (E.G., ACAMS, ICA, CISSP, CISM, CRISC).

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.