Job Summary

This role will be responsible for developing innovative strategies to strengthen operations and governance, integrating best industry practices, and providing thought leadership for continuous improvement. The position involves monitoring and ensuring the smooth functioning of digital journeys, tracking operational and client experience KPIs, and resolving issues to enhance client experiences. Additionally, the role requires ensuring compliance with digital processes and creating automated analytical reports and dashboards to support performance monitoring for the Digital and Wealth and Retail Banking teams.

Key Responsibilities

• Develop new approaches to ensure strong operations and governance, adopting best industry practices and providing thought leadership for continuous improvement.
• Monitor existing digital journeys (acquisition, servicing, transactions) to ensure smooth operations as per service level agreements and turnaround times.
• Own and track operational KPIs for digital processes, resolving issues as needed to maintain performance standards.
• Coordinate with business and digital product teams to resolve issues and enhance client experiences.
• Identify opportunities for client experience enhancements and own client experience KPIs, such as turnaround time and net promoter score.
• Develop and automate effective analytical reports and dashboards to assist the Digital and Wealth and Retail Banking teams in monitoring performance.
• Ensure compliance with digital processes, including digital onboarding, account upgrades, closures, servicing, and transactions.
• Lead the risk management framework for Digital Banking, highlighting operational and reputational risks, developing risk mitigation plans, and tracking all risks in digital operations.

Skills and Experience

• Digital Regulations and governance frameworks
• Operational Management
• Analytical and Reporting Skills
• Client Experience Enhancement
• Strong Communication skills
• Innovative and Forward thinking

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.