Job Summary
Drive business enablement across the Affluent branches and teams, with focus on accelerating revenue growth, elevating customer experience, and empowering front‑line employees to perform at their best. Become a strategic partner to business leadership, ensuring that every process, data asset, physical touchpoint, and risk control directly contributes to commercial success and customer loyalty. The role pursues excellence in some interconnected areas: customer experience & lifetime value, employee empowerment & productivity, process optimization as a strategic capability, and risk and control management as invisible enabler protecting the bank and its customers without adding friction.
Strategy
• Define and lead the business enablement vision that places customer delight and employee success at the core of Affluent growth, loyalty, and competitive advantage.
• Architect a holistic enablement roadmap that simultaneously drives revenue performance, elevates customer lifetime value, and transforms how front‑line employees work and grow.
• Partner with business leaders to identify strategic opportunities where removing friction, delivering real‑time insights, and creating a supportive environment directly accelerate sales conversion and deepen customer relationships.
• Champion a customer‑backed design philosophy: every process, data tool, and physical touchpoint is measured by its impact on customer satisfaction, ease of doing business, and emotional connection to the brand.
• Establish employee empowerment by investing in tools, autonomy, and upskilling so that every front‑line colleague can make faster, better decisions that benefit customers and the business.
• Embed process optimization and mandate continuous, data‑driven process discovery to proactively identify inefficiencies, rework loops, and automation opportunities across all customer and employee journeys.
• Align the Affluent enablement roadmap with the bank’s commercial objectives, innovation agenda, and long‑term growth plans.
Key Responsibilities
Business
• Drive measurable business outcomes of revenue growth, sales conversion, customer lifetime value, retention rates, and share of wallet through targeted enablement initiatives.
• Empower front‑line teams with intelligent workflows and decision‑support data tools that allow them to identify cross‑sell opportunities, prevent customer attrition, and personalise interactions at scale.
• Lead the design of effortless, transparent, and personalised customer journeys, reducing wait times, eliminating repetitive data entry, and enabling straight through resolution for service requests and product applications.
• Drive a culture of branch operation excellence by implementing lean methodologies, process standardization, and performance benchmarking. Ensure that our branches deliver a seamless, secure, and superior customer experience while adhering to all regulatory and internal control standards.
• Establish a continuous employee and customer feedback loop to identify pain points and deploy journey enhancements. Empower front‑line staff to directly propose and test workflow changes.
• Uplift employee productivity by automating routine tasks so that branch staff can dedicate more time to high‑value customer conversations.
• Establish standardised yet flexible service blueprints that allow local adaptation while ensuring a consistently excellent experience across all branches and channels.
Processes
• Design, implementation and continuous optimization of Affluent related processes adopting design thinking to pursue control effectiveness and client experience. Establish process governance and documentation standards and maintain robust process change management protocols. Drive harmonization of processes across channels and products to reduce redundancy and variation.
• Lead the design and execution of transformation programs including process and service model reengineering, workload rebalancing, and digital adoption. Define the target operating model integrating self-service capabilities, automation, and streamlined back-office processes. Partner with frontline and head office teams to identify enhancement opportunities, align resolutions and prioritization, and drive for implementation.
• Leverage AI and ML capabilities from the bank and from vendors to explore effective user case and streamline Affluent related processes. Leverage existing systems or vendor solutions to maximize business result.
• Lead the change management agenda for branch and operation transformation, from initial concept through to implementation and user adoption, ensuring smooth adoption of new processes and tools. Develop training materials, job aids, and communication plans to support frontline and operations teams through transformation.
• Establish user demand standard and reinforce frontline engagement to enhance user requirements quality. Standardize project governance by clarifying R&R and standards across project lifecycle.
People & Talent
• Lead, manage and mentor the Head Office team and branch service team. Foster a culture of continuous improvement, accountability, and high performance. Provide clear direction, set performance objectives, and conduct regular performance reviews and career development conversations for team members.
• Identify current and future skill gaps across the infrastructure functions. Partner with HR to attract, recruit, and retain top talent with the right technical and behavioural competencies. Design and implement upskilling programs, certifications, and on-the-job learning paths to continuously elevate team capabilities.
• Build a robust succession pipeline for key roles within the infrastructure functions. Proactively identify high-potential team members and provide stretch assignments, cross-functional rotations, and leadership exposure to prepare them for future senior roles.
• Foster a high-performance culture where ownership, accountability, and results are recognized and rewarded. Establish clear KPIs & outcomes for each infrastructure pillar and drive consistent delivery against commitments. Address underperformance promptly through coaching, clear improvement plans, or appropriate actions.
• Embed the bank’s conduct and risk culture within the team by setting the tone from the top. Ensure all team members understand and adhere to regulatory requirements, bank policies, and control standards. Lead by example in demonstrating integrity, transparency, and proactive risk identification.
• Monitor team morale and engagement through regular check-ins, team events, etc. Address workplace challenges proactively and champion a supportive, inclusive environment where diverse perspectives are valued.
Risk Management
• Timely identify, assess, manage and mitigate risks related to Affluent under Enterprise Risk Management Framework. Conduct comprehensive risk assessments for respective businesses and processes, identifying control gaps and vulnerabilities.
• Establish a standardized control library with clear control objectives, control activities, testing methodologies, and remediation workflows. Design the end-to-end control environment across branches, head office functions, and digital channels, ensuring consistency and scalability. Drive automation and to pilot emerging risk technologies enable controls.
• Identify critical control gaps and emerging risks using predictive analytics and scenario analysis supported by the control infrastructure. Ensure that key controls are natively built into automated workflows, transaction systems, and customer onboarding journeys. Define data lineage and control traceability to support audit and regulatory reviews.
• Implement control monitoring capabilities, including continuous controls monitoring, control dashboards, and alerting mechanisms. Develop key risk indicators (KRIs) and key control indicators (KCIs) with data feeds from underlying operational and data infrastructure.
• Learn, understand and strictly adhere to compliance to local regulations requirements, bank policies and procedures in day-to-day responsibilities.
• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
• Cooperate with any investigations or reviews on regulatory failure such as accountability review
Governance
• Establish governance over control infrastructure changes, including impact assessments, user access management, and version control of control definitions. Maintain full audit trails of control checking & testing results, issue remediation actions, and risk assessments & acceptances. Support internal and external audits by providing on-demand access to control infrastructure documentation, evidence repositories, and reporting capabilities.
• Reinforce Affluent Culture & Conduct and embed to daily work. Establish clear conduct standards and link them to control activities, ensuring that performance and reward systems are reflected in conduct-related control monitoring. Provide training and guidance promoting a strong risk culture and conduct mindset. Lead the implementation of a conduct event capture and escalation framework, enabling timely reporting of breaches, near-misses, and behaviour red flags. Support the design and deployment of culture & conduct dashboards that visualize behavioural risk trends across teams, branches and regions.
• Properly perform the duties on management and ensure the effectiveness of internal control
• Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership
• Be responsible for significant losses due to failure of effectiveness of internal control
• Ensure processes algin with the bank’s risk and control framework as well as relevant regulatory standards. Monitor the effectiveness of operational processes and proactively recommend enhancements to mitigate risks.
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
• Develop and manage stakeholder engagement strategies to ensure a strong collaboration with frontline and HO teams, BRM, 2nd line and 3rd line ensuring infrastructure decisions and operations meet regulatory expectations and audit readiness.
• Manage relationship with vendors, regulators, and industry peers to benchmark practices and ensure compliance.
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.
Skills and Experience
• Risk Management
• Project Management
• People Mangement
• Data Analytical
Qualifications
Education Bachelor’s degree in Business, Finance, or a related field
Languages Proficiency in English and Chinese especially at writing skills
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.
