Job Summary

This leadership role is responsible for championing customer-centricity across SME Banking and driving strategic initiatives that enhance customer experience, trust, and loyalty in our Affluent-SME agenda. The role also oversees the development and execution of transformed advocacy programs, customer insights, and feedback mechanisms, ensuring that customer voice is embedded in decision-making at all levels. The role is critical in driving service transformation and collaborates closely with business units to drive process and mindset change so as to align with new business strategies and elevated client expectations and requirements.

Key Responsibilities

•    Lead the transformation of the Customer Advocacy strategy and governance framework for SME Banking.
•    Drive cross-functional and cross-segment Client Service initiatives to improve customer satisfaction and reduce friction points.
•    Oversee customer feedback channels, root cause analysis, and resolution frameworks.
•    Monitor regulatory developments and ensure advocacy practices align with compliance standards.
•    Foster a culture of customer-centricity across our cross-segment collaboration.
•    Multi-product knowledge in assets and liabilities to deliver an extensive suite of products and service to clients.
•    Detailed awareness of SME customer value proposition and service needs
•    Maintain close working relationships with Client Contact Centre and Branches to transform service delivery and provide solutions to clients.
•    Collaborate with product, credit and functional specialists to deliver timely and effective client solutions
•    Maximize revenue contribution from our client relationships;

Strategy

This role is critical in transforming and strengthening the SME Banking customer experience framework and ensuring the highest service quality via close cross-segment collaboration 

People and Talent
•    Excellent verbal, presentation and written communication skills
•    Proven leadership experience in customer experience, advocacy, or related functions within financial services.
•    Strong strategic thinking, stakeholder management, and communication skills.
•    Deep understanding of banking operations, regulatory environment, and customer behaviour.

Regulatory and 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

•    WRB Client Experience Team
•    SME Banking Relationship Managers, Team Managers, Sales Heads
•    Branches and Affluent Relationship Managers, Team Managers, Sales Heads 
•    SME Banking Product and Segment Teams

Other Responsibilities
Do the right thing: Be brave, be the change; Think client; Live with integrity
Never Settle: Continuously improve and innovate; Simplify; Learn from your successes and failures
Better together: See more in others; How can I help? Build for the long term

Qualifications

10 years experience in client service delivery in Banks/Finance industry.
Other relevant work experience will also be considered.

Skills and Experience

•    Manage Conduct
•    Manage Risk
•    Manage Stakeholders 

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers