JOB SUMMARY

This is a Digital Adoption Lead role with Group Trade Client Service and the following are the main responsibilities: 
•    Understand the full suite of self-service capability available to our Trade clients and their appropriate uses
•    Understand client needs and share appropriate recommendation to drive self-service commercialisation.
•    Engage clients and internal stakeholders to commercialise self-service capability
•    Able to work independently, self-enabled & motivated personality. 
•    Use the Escalation Matrix for tasks that are showstoppers or blockers to meet the timeline.
•    Develop engagement scripts and guide client service teams in client engagement

RESPONSIBILITIES

Business

•    Lead and drive digital adoption of self-service capability 
•    Develop adoption strategy with country stakeholder
•    Engage and share with clients the benefits of self-service 
•    Generate engagement script to support adoption drive
•    Engage with stakeholders to overcome challenges and escalate when appropriate

Processes
•    Country Engagement:
•    Educate and familiarise the country teams with the Trade self-service capabilities
•    Guide the country teams on client engagement based on clients needs
•    Support and develop artefacts that is required for client engagement

•    Client Engagement
•    Engage client and share the benefit of client self-service capability
•    Support and guide country teams in their client engagement
•    Devise approach to efficiently train and guide client to use client self-service

•    Programme Management
•    Monitor the global adoption rate of client self-service
•    Analyse and identify area of non-performance and drive targeted improvement
•    Provide a regular (weekly or monthly) report to key stakeholder

People & Talent
•    Lead by example, develop and embed a high-performance culture with specific focus on capability, effectiveness, and productivity
•    Foster a culture of collaboration and a mindset of change and growth

Risk Management
•    Review applicable internal policies and procedures to prevent gaps against risk governance framework. Identify and mitigate risks related to product development, compliance, legal, and security teams
•    To have strong engagement and liaison with these teams to drive the regulatory approvals required to ensure digital adoption drive is compliant with banking and data protection laws
•    Ensure Country compliance on Group standard for Audit and Control
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Governance
•    Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas. Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

•    Trade Client Service
•    Trade Operations
•    DCS Product Owners
•    DCS Technology
•    Cash Client Servic

Our Ideal Candidate

•    This role is going to be 12months Direct Contract

•    6+year experience in Client Service or related client-fronting role

•    In-depth understanding of Trade Finance – Professional Certification in Trade Finance preferred

•    Strong and effective leadership communication skills with a proven ability to influence & challenge the senior stakeholders effectively

•    Proactive approach to recognising stakeholder needs, solving problems, anticipating issues, and developing solutions, excellent business judgment and strategic thinking.

•    Understanding for regional diversity, capacity and curiosity to learn complex corporate banking products and services

•    Familiar and comfortable with data and analytics, i.e., Excel, Pivot Tables, etc.

•    Exceptional verbal and written communication and presentation skills, i.e., Powerpoint.

•    Bachelor’s degree (or equivalent) in finance or business management.

Role Specific Technical Competencies
•    Digital Channels
•    Trade Finance
•    Digital Marketing
•    Analytics

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.