Job Summary

Key Responsibilities

• Translate the Group and Hong Kong SME Banking strategy into a clear operations and service management agenda, with measurable outcomes for client experience, efficiency, control, and resilience.
• Provide an end-to-end view of client journeys and operating dependencies, identifying emerging risks, capacity constraints, and opportunities to simplify, digitise, or standardise processes.
• Shape business requirements and implementation priorities with key stakeholders, ensuring solutions are practical, sustainable, and aligned with the Bank’s risk appetite, policies, and Code of Conduct.
• Partner across business and functions to deliver country and Group initiatives from requirement definition through implementation, readiness, adoption, and post-launch review.
• Act as a trusted point of contact for frontline and support teams on operational procedures, service issues, and policy changes, converting complex requirements into clear and usable guidance.
• Coordinate communications, briefings, and train-the-trainer activities to ensure impacted teams understand what is changing, why it matters, and how to execute correctly.\nUse service data, incidents, complaints, audit findings, and frontline feedback to identify root causes, prioritise improvements, and track actions to sustainable closure.
• Coordinate accurate and timely information for regulatory surveys, reviews, and management requests, including gap assessments, evidence gathering, assurance checks, and action tracking.
• Promote a client-centred operating culture that balances service responsiveness with strong risk discipline and clear accountability. 

Skills and Experience

• Bachelor's degree or higher, with substantial experience in corporate or commercial banking environments, demonstrating comprehensive industry knowledge.
• Minimum of 10 years' experience specializing in SME banking, specifically within banking operations and service management.
• Strong understanding of regulatory frameworks governing SME banking, including CDD and AML compliance obligations.
• Exceptional communication skills, both verbal and written, with the ability to present complex information clearly and effectively to diverse stakeholders.
• Demonstrated ability to work collaboratively as part of a team, exhibiting a service-oriented mindset and interpersonal skills that foster positive working relationships.
• High level of integrity, professionalism, and meticulous attention to detail within all aspects of work
  

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.