Job Summary

The role holder is accountable for delivering the end-to-end payments, financials and transacting sub client journey for Servicing and Transaction under WRB. The role holder is expected to focus on the implementation of the payment and transacting objectives in alignments to WRB’s strategic agenda and responsible for identifying and creating areas of business competitive advantage in the payment and transacting across the various channels. The role holder should support in the Servicing & Transacting change journey in coordinating and resolving trade-offs between competing priorities by closely working with Client Servicing and Transacting head, Retail Products and Segments, digital and distribution teams in the country teams, Compliance, Legal, Audit etc 
•    Managing Payment, Financial and Transacting client journey and ensuring framework drives digitisation principles, streamlining processes for straight-through-processing. This includes but not limited to payments under Liabilities & Lending and Wealth Operations. 
•    Collaborate in designing the end-state priorities of the Liabilities & Lending Operations and Account maintenance, Cheques, Wealth Financial Operations to deliver Client experience and efficiency. Embed digitisation principles in redesigning processes for straight-through-processing whenever possible. 
•    Drive adoption of existing and future process and technology initiatives for the Services and Financials Transacting. Own end-to-end accountability Liabilities and Lending servicing operations supporting the transaction and servicing element for Wealth and Retail Banking clients. 
•    Drive outcomes on standard metrics/scorecard for sub vertical e.g., productivity, accuracy, service 
levels, losses / lapses, issues, and the Operational Risk Framework (“ORF”) related to transacting and servicing. 
•    Work with CJ Head to agree on priorities, and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.  
•    Strong stakeholder management across all Products, Segments, T&O, frontline, Compliance, Finance and Risk to ensure initiatives within the scope of the service journey requirements are completed successfully within budget and timelines. 
•    Drive positive outcome on standard metrics/scorecard for sub vertical, e.g., productivity, accuracy, service levels, losses / lapses, issues, and the Operational Risk Framework (“ORF”) related to Payment and financial transacting. 
•    Responsible for WRB non-financials activities governance hubbed out of GBS in compliance to client experience and SLA metrics standards. 

Key Responsibilities

Strategy
•    Continuously improve productivity and efficiency of Liabilities & Lending, WM operations and embed standardisation agenda for the business. 
•    Review, identify and spot areas of business opportunities using A3 solution and Data analysis in the client journey and recommend alignment, automation, de-coupling especially minimizing dependencies that are blocking or slowing down client service. 
•    Work with the journey head to embed clients journey while ensuring strong controls, processes, governance, and risk management. 
•    Ensure discipline on appropriate prioritisation of issues around Clients, risk, control, investment, people, projects, and change management.  
•    Adopt agile methodology as part of new ways or working in the operating journey and rapid MVPs for speed to market and superior client delivery 
•    Business Co-create to drive the value add for the Business to retain deposits, offer lending products and Investments for Clients. 

Business
•    Review, identify and spot areas of business opportunities using A3 solution and Data analysis in the client journey and recommend alignment, automation, de-coupling especially minimizing dependencies that are blocking or slowing down client service. 
•    Work with the journey head to embed client’s journey priorities while ensuring strong controls, processes, governance, and risk management. 

Processes
•    Responsible for driving the adherence to the Non-Financial and Financial/Payment Processes addressing the gaps, risks, and tabling in the relevant governance forums.  
•    Responsible for driving process reengineering, automation and driving STP and productivity of teams. 
•    Responsible for ensuring that engaging CJs, Frontline, Client experience and Product, risk teams to address root causes and fix issues and avoid escalations.

People & Talent
•    Champion and act as a role model of the Group’s values, Leadership Pledge and culture in the region  
•    Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes. 
•    Adopt effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team. 
•    Implement capacity and succession planning regular reviews to enable delivery of client outcomes.  
•    Coach and provision for on-going developments discussions and team feedback; and help upskill teams meet client and market demand; they have effective supervision in place to mitigate any risk.

Risk Management
•    To embed and adhere to ORF framework for effective management of operational risks in the Payment and Financial Transacting and Non-Financial space for Retail Banking clients and in compliance with applicable internal policies and external laws and regulations across our markets.  
•    Implement Operational Risk Framework controls linked to journeys related to transacting and servicing in Retail Banking, ensuring appropriate focus on High risk and Very High-risk issues.  
•    Ensure zero operational loss and audit failures are minimized by working to ensure appropriate focus on issues and resolutions, reporting and escalation in collaboration with journey head.  
•    Effective participation of payment and financial transacting appropriate representation on regulatory and audit / inspections forums with actions owned and followed through.   
•    Ensure effective governance across the payments and transacting and non-financial space and GBS to derive productivity in addition to strong engagement with reviewers, regulators in an open and cooperative manner. 

 
Governance 
•    Responsible to supervise WRB Non-Financials and financials/Payments activities governance with Branches, CIB and WRB activities hubbed out of GBS in compliance to client experience and SLA metrics standard. 
•    Responsible for driving process alignment and reduction in cheques and channel payments for efficiency. 
•    Responsible for driving efficiency on the non-financial spaces from GBS and Country to achieve annual targets of the Country, Region, and Group. 

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. 
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment. 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. 

Key stakeholders
•    COO & Head, Client Servicing and Transacting 
•    Products and Segments, Risk, T&O CJ, Compliance, HR, Finance, Legal, Audit, etc.  
•    GBS Client Servicing and Transacting Processing Teams 
•    External and Internal Regulators 
•    Third parties and industry partners 
 
Other Responsibilities
•    Embed Here for good and Group’s brand and values in CJ; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats) 

Skills and Experience

•    Service Delivery & Operations Management 
•    Strategy & Business Model 
•    Business, Operations Governance & Support 
•    Manage People 
•    Manage Change 
•    Manage Risk 
•    Digital and Data Analytics  

Qualifications

Education     Relevant for the role
Training     SCB and Industry Training
Certifications     Professional Certificates Will be an Added Advantage
Languages      English

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.