Job Summary

•    The role is accountable for the WRB COO Jersey agenda and for establishing and leading a segment-aligned Integrated Middle Office for EMEA that brings together Client Servicing, Onboarding and CDD capabilities within a single unit.
•    The role provides end-to-end leadership across the client lifecycle, from onboarding through servicing, maintenance, remediation and exit. It is responsible for delivering client-focused outcomes, strengthening operational controls, managing non-financial risk, and enabling frontline and client management teams to deliver consistently effective client experiences. The role will drive transformational change, digitization, process optimization and operating model improvements while maintaining strong conduct, regulatory and risk standards.

Strategy & Business
•    Execution of business strategy,  business enablement and transformation and strategic initiatives
•    Define and execute the WRB Jersey COO and Integrated Middle Office strategy, aligned to business priorities, client segments, risk appetite and Group standards.
•    Support WRB Jersey priorities, including channel expansion, product enablement, pricing, client journey enhancements, and business growth initiatives.
•    Work with Global, Cluster, Country, WRB Operations and Business Heads to agree priorities and resolve operating model, system, process and investment issues.
•    Lead transformational change to unlock efficiencies, strengthen controls, standardise metrics and improve client and frontline outcomes.
•    Continued focus on productivity, efficiency, and cost discipline across WRB
•    Build a scalable, sustainable and fit-for-purpose middle office model that is client-focused, control-led and capable of supporting future business needs.

Key Responsibilities

Processes
Integrated Middle Office & Client Outcomes for EMEA
•    Be accountable for end-to-end client outcomes across the lifecycle from onboarding to exit, excluding Contact Centre operations.
•    Establish a segment-aligned middle office bringing together Client Servicing, Onboarding and CDD capabilities into a single coordinated unit.
•    Oversee enablement of client management and frontline delivery teams through clear processes, guidance, escalation paths, service standards and operational support.
•    Ensure effective client experience across the lifecycle, with a closed feedback loop for complaints resolution, root-cause analysis, service recovery and prevention of repeat issues.
•    Improve speed, quality and consistency of client delivery while protecting risk, conduct, AML, CDD, sanctions, tax and data quality standards.
•    Develop performance dashboards and service health metrics to track client outcomes, turnaround times, first-time-right quality, backlog, risk indicators and service recovery closure.
•    Work across client journeys and support functions, in coordination with Group teams, to ensure coherent, seamless delivery of client and business outcomes.
•    Provide business input and oversight for scalable infrastructure, training, advice and support needed to implement processes, policies and standards effectively.
•    Optimize speed to market and time to revenue for onboarding, CDD, servicing and related lifecycle processes without compromising control standards.
•    Streamline operating and organizational models, simplify hand-offs, reduce rework, and migrate best practices across the network.
•    Support rollout, enhancement and BAU effectiveness of AML/CDD, onboarding, servicing and client lifecycle systems and tools.
•    Minimize operational loss, audit failures and service failures through proactive issue management, lessons learned and forward-looking risk identification.

People & Talent
•    Lead by example and build a culture of client centricity, inclusion, agility, accountability, continuous improvement and strong conduct.
•    Lead, engage and retain high-quality teams with succession planning for critical roles and ongoing review of structure, capacity and capability.
•    Ensure team members and relevant stakeholders receive training and guidance on onboarding, CDD, servicing, tax, operational risk and client lifecycle processes.
•    Embed performance metrics, service standards and outcome-based objectives into team management and development plans.
•    Foster cross-training and collaboration across Client Servicing, Onboarding and CDD to improve resilience, consistency and end-to-end ownership.

Risk Management
•    Execute responsibilities under the Group Operational Risk Framework and ensure effective governance across WRB Jersey COO and Integrated Middle Office activities.
•    Maintain a forward-looking end-to-end view of the operating environment, identifying, escalating and remediating risks, issues, control gaps and themes.
•    Ensure AML, CDD, sanctions, tax, data quality and operational risks relating to onboarding, client servicing and CDD are identified, assessed, mitigated, monitored and reported.
•    Provide oversight of processes executed by owned teams, hubs and stakeholder groups, ensuring clear accountability and effective control testing.
•    Drive readiness for audit, regulatory reviews and risk assessments; track actions and remediation to closure with clear ownership and governance.
•    Partner with CFCC, Legal, Risk, Compliance, Audit, Technology, Group Design and Control teams to resolve complex risk and policy matters and improve the control environment.
•    Ongoing accountability for risk/regulatory initiatives, remediation activities and major change programs

Governance
•    Responsible for delivering effective governance for COO JE and Integrated Middle Office Operations within the region in compliance with applicable internal policies and external laws and regulations
•    Reinforce an effective and exemplary risk and control culture and further strengthen the control environment.
•    Support JE and other markets on issues and risk resolutions arising from BAU activities, audits, risk reviews etc.
•    Ensure that the risks are clearly identified and quantified, properly tabled in the appropriate forums.
•    Lead, and monitor strict adherence to regulatory requirements, best practices, and a state of ever-readiness for audit & regulatory reviews, with respect to CDD Operations responsibilities
•    Assures CDD Tax and Data risk management through testing of related CSTs ensures compilation, review and distribution of M.I, reports and escalates exceptions and tracks to closure
•    Ensure alignment of GBS teams and processes supporting the region
•    Senior escalation point in the region for stakeholders on processes, service issues, and governance related issues

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
•    Head, WRB Jersey; Jersey CEO and relevant Jersey Management Team stakeholders.
•    Global, Cluster and Country WRB Operations and Business Heads.
•    Integrated Middle Office leadership and teams across Client Servicing, Onboarding and CDD both Group, Cluster and Markets.
•    Client Management and Frontline Delivery teams.
•    Global COOs and their teams.
•    Country and Global Risk Framework Owners.
•    Functional partners including CFCC, Legal, Compliance, Risk, T&I, HR, Finance and Audit.
•    Hubs / GBS and other stakeholder groups supporting onboarding, CDD and servicing execution.

Our Ideal Candidate

• 12+ years of Wealth & Retail Banking operations leader with extensive experience driving COO agendas, client lifecycle management, and large-scale transformation initiatives across international markets.
• Proven track record in leading onboarding, client servicing, CDD/KYC, and middle office functions while balancing client experience, operational efficiency, and risk management.
• Strong stakeholder management skills with the ability to influence senior business leaders, regulators, and control functions.
• Demonstrated expertise in building scalable operating models, leading high-performing teams, and delivering strategic change programs across complex banking environments.

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.