Job Summary

•    Financing and Securities Services (“FSS”) is a product division within Corporate & Investment Banking (“CIB”) offering Custody, Fund Services, Transfer Agency and Digital Assets.
•    The Head, FSS GCNA & HK Operations is a key leadership role accountable for GCNA service delivery across FSS Operations. The role is responsible for ensuring scalable, resilient and client-centric operations that meet business, client, regulatory, financial and control requirements.
•    The role holder will be a key stakeholder in setting and delivering the FSS Operations strategy, managing GCNA & HK operational service-delivery performance and acting as the senior Operations leader for GCNA & HK. Working with the FSS business, FSS Operations Global Process Owners, Regional Heads and GBS  Head on a front-to-back basis, the role will support business growth, drive the right-shoring and utilities agenda, respond to outsourcing and regulatory change, and ensure that GCNA market requirements are incorporated into a consistent global operating model.

Strategy, Planning & Execution
•    Awareness and understanding of the Group’s business strategy and model appropriate to the role.
•    Develop the strategic vision and roadmap for FSS GCNA & HK Operations, aligned to the FSS Business strategy and investment appetite.
•    Support best practice and apply agreed global methodologies across GCNA & HK, while addressing market-specific and regulatory requirements.
•    Partner with the business on the digital agenda, anticipate disruptive forces and commercialise innovative technologies that strengthen service delivery.
•    Deliver a robust control environment that mitigates the risk of loss and safeguards the Bank's and clients' assets.
•    Ensure a seamless client experience through efficient processing and timely resolution of exceptions, supporting new-business generation and client retention.
•    Align activities to the utilities model to increase standardisation, process efficiency, scalability and cost reduction.
•    Support execution of the FSS Operations strategy across business growth, client service and operational excellence.
•    Contribute to operating-model evolution, including right-shoring, global delivery alignment and the integration of GCNA & HK requirements.

Key Responsibilities

Business
•    Support FSS businesses in implementing new capabilities, products and services from investment decision, design and specification through to production across GCNA & HK.
•    Support improvement in return on equity and commercialisation through usage monitoring, client-experience improvement and structured collection of defects and enhancement requirements.
•    Act as the Operations owner for new products and services, agreeing actions, parameters and target dates where systems, workflows or resource capability must change.
•    Lead delivery of the GCNA & HK operations agenda, including growth, regulatory commitments, client enablement and market-specific priorities.
•    Monitor service performance and client outcomes across GCNA & HK, including services provided through GBS, taking action where quality, resilience or productivity falls below expectations.
•    Act as the senior escalation point for GCNA & HK operational incidents and cross-location service issues, ensuring timely remediation and communication.

Change & Transformation Governance
•    Partner with Business and Technology teams to deliver consistent transformation outcomes across GCNA & HK.
•    Drive the FSS Operations change agenda across transformation, regulatory and business initiatives.
•    Ensure structured intake, prioritisation and tracking of initiatives against outcomes for risk reduction, business growth, scalability and process efficiency.
•    Track investment and benefits realisation, including risk, cost, productivity and service outcomes, and incorporate GCNA & HK dependencies into delivery plans.

Processes
•    Effectively manage and control outsourced FSS processes and activities, including capacity, capability, performance, cost, resilience and service management.
•    Act as control owner for in-scope activities including trade processing and settlement, corporate actions, fund administration, transfer agency and utility functions such as client and reference data, fee billing, reconciliations and transaction regulatory reporting.
•    Maintain effective end-to-end oversight of In-country GCNA & HK processes and GBS Operations, with clear accountability across hand-offs and locations.
•    Establish structured governance for key performance indicators, management information, data insights and operational analysis.
•    Drive process standardisation, automation, utilities adoption and right-shoring while ensuring compliance with GCNA & HK regulatory, data and market constraints.
•    Review audit findings, risk issues, incidents and client complaints for root cause, action ownership and sustainable closure.
•    Ensure compliance with Group and Country policies, the Code of Conduct, applicable regulations and laws.

People & Talent
•    Build and develop high-performing leadership teams across GCNA & HK with the capability to deliver global and regional priorities.
•    Lead by example, set clear expectations and create a culture of ownership, inclusion, continuous improvement and client focus.i
•    Create development, mobility and progression opportunities across In-country teams, building specialist capability where local market knowledge is required.
•    Ensure effective supervision, training and succession planning for critical leadership and operational roles.
•    Partner with GBS Head, FSS Operations Global Process Owners and GCNA Country Leads to align organisation design, location strategy and workforce capability.

Financial Management & Cost Discipline
•    Own financial and workforce discipline across GCNA & HK, including budget planning, forecasting, headcount management and delivery against targets.
•    Drive cost efficiency through right-shoring, utilities adoption, process simplification, automation and productivity improvement.
•    Balance global scale and cost objectives with GCNA & HK client, regulatory, data and market requirements.
•    Provide effective oversight to ensure financial, workforce and service standards are maintained across locations.

Governance, Risk & Controls
•    Implement the global risk governance framework across GCNA & HK Operations.
•    Ensure adherence to the Operations Risk Framework, including RCSA, audit actions, outsourcing controls, service governance and control standards.
•    Coordinate governance forums, management reporting and executive updates, with clear escalation of GCNA & HK risks and dependencies.
•    Maintain oversight of material incidents, client complaints, audit findings and regulatory commitments through sustainable remediation.
•    Support continuous review of process taxonomy, service catalogue and control framework, reflecting local GCNA & HK requirements.

Regulatory & Business Conduct
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility to embed the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensure  compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Effective identification, escalation, mitigation and resolution of operations risk, conduct and compliance matters.

Key stakeholders
•    Global Head, FSS Operations
•    FSS Operations Leadership Team, including Global Process Owners and Regional Heads
•    GBS Location Heads and Delivery Partners supporting GCNA & HK
•    GCNA & HK Country Operations, Business and Product Leaders
•    FSS Business and Technology teams
•    Finance, Human Resources, Risk, Compliance and Legal
•    GCNA & HK regulators, industry bodies and banking associations
•    Internal and external auditors, technology partners and suppliers

Other Responsibilities
•    Embed ‘Here For Good’ and Group’s brand and values in FSS Operations ; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures as required
•    Leverage the opportunity provided by Corporate Social Responsibility to enhance the Group’s internal and external reputation and indirectly influence the bottom line.
•    Promote the Group’s brand and Here for Good with employees, clients and regulators.
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
•    Maintain effective communication with key stakeholders, including regulators and staff

Skills and Experience

•    Stakeholders Management 
•    Business Performance & Data Insights 
•    Governance & Operating Model Management
•    People Development 

•    We are looking for a senior leader with deep functional and operational expertise in Securities Services products and businesses, including Custody and Funds.
•    The successful candidate will combine significant GBS, GCC or offshore operations leadership with experience managing complex in-country and regional operations.
•    A strong understanding of outsourcing, utilities, right-shoring, regulatory constraints and GCNA & HK market requirements is essential

Qualifications

Education     Graduate or Postgraduate
Training     Experience in Operations Management
Languages     English with good communication and written skill

•    Minimum 15–20 years of relevant professional experience in investment banking, securities services or a comparable financial-services environment.
•    Strong experience leading a global workforce across Securities Services Operations and Technology domains.
•    Proven record leading GBS, GCC or offshore operations and delivering outsourced-service performance, standardisation and utilities outcomes.
•    Experience of GCNA & HK Securities Services markets, regulatory expectations and client-service requirements.
•    Demonstrated ability to lead high-performing, culturally diverse teams and deliver scalable, sustainable and resilient operations.
•    Strong communication, stakeholder-management and influencing skills, with the ability to operate across global, regional and country governance.
•    Strong risk judgement and a track record of delivering transformation, right-shoring, automation and cost-efficiency outcomes.

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.