Job Summary

Director, Private Banking Operations, Hong Kong is accountable for the end-to-end delivery, control, resilience and continuous improvement of Private Banking Operations in Hong Kong. The role leads in-country teams and oversees services delivered through global business services, outsourced providers and vendors, ensuring sustainable client outcomes, regulatory compliance, effective risk management and delivery against agreed service, financial and strategic objectives

The role is accountable for operational integrity across both PvB Banking Operations and PvB Wealth Management Operations. It ensures accurate portfolio administration in accordance with internal procedures, market practices and regulatory requirements, effective risk management and timely resolution of transaction exceptions. As a key contact for banking and wealth management enquiries, it coordinates with Front Office, GBS and other stakeholders to deliver high-quality client support and consistent outcomes throughout the transaction lifecycle.

Key Responsibilities

Operational strategy and governance

•  Execute the in-country operations plan and operating model alignment with the global Private Banking Operations strategy.
•  Represent country governance forums, management information, service reviews and escalation protocols.
•  Own the annual operating plan, capacity plan, budget and productivity commitments.
•  As country process owner, manage In-Country resources and provide Global Business Services (GBS) oversight of front office daily enquiries related to time-sensitive transactions, end-to-end (i.e. from front office straight through to GBS hub)
•  Define and monitor service-level agreements, key performance indicators and client-service outcomes inclusive of outsourced partners and vendors
•  Own aged items, exceptions, backlogs and root-cause remediation
•  Own the relationship, service performance and vendor risk assessments with outsourced third-party vendors
•  Drive and escalate discussions with support functions (e.g. Risk, Fraud, Conduct, Financial Crime, Credit Risk, Transaction Monitoring teams) as needed

Risk, control and regulatory accountability:
•  Ensure controls are in place, understood and performed by Operation teams (e.g. Credit documentation, reconciliation etc), inclusive of internal and external outsourcing parties and vendors
•  Own the country Operation risk profile in M7 and ensure risks mitigation and remediation items are addressed as per agreed plan 
•  Proactively review and identify non-compliance with internal policies, external laws and regulations at a global level e.g. Data privacy, records management (e.g. ML40)
•  Own timely completion of Operations risk assessments and remediation, in partnership with Business Risk Management (BRM) team e.g. Gap analysis, Audit or Regulatory Findings, self-assessment etc.

Operational resilience
•  Ensure business continuity, crisis management, disaster recovery, operational capacity and key-person dependencies are identified and drills executed as per annual exercise
•  Lead the response to material incidents, including containment, escalation, client remediation and lessons learned.
•  Oversee resilience testing for critical services and third-party dependencies.

Transformation and Change Delivery:
•  Lead Transformation and be the change champion for projects/initiatives to improve back and front office process and system improvements. 
• Champion operational & system change and hold delivery teams accountable for readiness implementation tasks, such as requirements, resources, testing, communications, and dependencies management
• Perform residual risk assessments following SCB Change Delivery Guidance (CDG) practises
• Drive identification and continuous improvement initiative, to increase operational efficiency and effectiveness and AI Adoption.

Key Stakeholders
•  Global WRB Head of Operations
•  Global and SG/HK COO PvB
•  Global and Country Head Wealth Solution Operations
• Global and SG/HK COO Wealth Management
• Operation Heads GBS 
• Operational Risk, Information Security, Technology, Legal & Compliance

People and Talent 
•  Set direction and drive high performance by translating strategy into clear direction, aligning individual goals to team outcomes and providing regular, constructive feedback.
•  Develop talent and capability through coaching and career conversations that build critical skills, stretch potential and prepare individuals for future opportunities.
•  Lead by example by role-modelling the Bank’s valued behaviours, upholding strong risk and conduct standards, exercising sound judgment, and creating an inclusive team culture that supports wellbeing, values diverse perspectives, and drives accountability.

Motivations
•    Motivated by delivering high-quality operational outcomes while ensuring compliance with regulatory requirements and internal policies. 
•    Energised by identifying opportunities for process improvement, driving operational efficiency, and enhancing customer and stakeholder experiences. 
•    Thrives in a fast-paced, results-oriented environment that requires problem-solving, critical thinking, and effective decision-making. 
•    Driven by collaborating with cross-functional teams to achieve shared business objectives and deliver sustainable business outcomes. 
•    Demonstrates resilience and adaptability when managing complex operational challenges, changing priorities, and continuous business transformation. 
•    Motivated by developing people, fostering a culture of accountability and continuous improvement, and supporting team success through coaching and leadership.

Our Ideal Candidate

•  12+ year in Banking, Insurance or Financial Services 
•  8+ years in wealth management, operations or risk management
•  8+ years in large scale transformation / projects
•  5+ years in a leadership role
•  Extensive experience across private banking and wealth operations, with the ability to lead teams and oversee end-to-end service delivery across local operations and outsourced partners.
•  Strong command of operational controls, regulatory compliance and incident management, with clear accountability for resolving issues and maintaining resilient services
•  Experience delivering large-scale change, improving processes and partnering across business, technology and control functions to achieve sustainable client and operational outcomes. 

Role Specific Technical Skills and Competencies

•  Banking Operations  and Wealth Management operations.
•  Banking Fundamental
•  Governance, Risk, and Compliance (GRC)
•  Retail Banking
•  Transaction Processing
•  Customer Due Diligence
•  Communication and Stakeholder Management
•  Process Ownership and Process Management
•  Risk and Compliance Management
•  Incident Management
•  Operations – Back Office Management

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.

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