JOB SUMMARY

The role holder is accountable for end to end delivery of Client Management Life Cycle Operations globally covering all the streams of KYC, CDD, CLM across products, operational risk related controls. Monitor the performance of operations through key metrics such as – volumes, productivity, accuracy, service levels, losses/lapses, issues and Risk registers

As CoE Lead for Client Servicing will spread head the design, implementation and continuous improvement of client service delivery models across CIB Ops. This strategic role ensures consistent, high quality client experience by establishing best practices, driving digital transformation and aligning service standards with business objectives. 

Lead cross functional initiatives to enhance client onboarding, query resolution and service recovery. Monitor client satisfaction metric and implement feedback driven improvements. Build capability through training, knowledge management and performance dashboards.  

Identifying and creating areas of competitive advantage, highlighting and resolve trade-offs between competing priorities, as aligned with the Global Head of Operations, CIB, Co Heads of CIB, Coverage COO and Coverage MT . Collectively responsible and accountable for setting operations strategy, managing performance and allocating resources across CLM Operations. Collectively responsible and accountable for the setting and governance of infrastructure processes and frameworks for robust compliance and controls, e.g. AML and sanctions checks, protection of Bank, client information and assets.

In partnership with COO Coverage articulate a forward-looking view of business growth, emerging industry trends and regulations to develop a platform consistent with the Bank’s and business’ strategic ambition. 

Work with Country operations heads to agree local priorities, and resolve issues around the operating model, systems, and processes 

Manage end to end operations of CLM across all locations that includes processing, tracking, controlling and reporting across the life cycle. Collaborate with leads on implementing the target organisation design and footprint strategy; drive and implement the target operating model by focusing on targeted Business Strategy, Processes, Risk and Governance and People Agenda. 

RESPONSIBILITIES

Strategy

•    Develop the strategic operations direction and roadmap for CLM, align with Business Strategy and investment appetite. This should drive Ops efficiency and headcount reduction
•    Support Architecture in formulation of Best Practice and apply agreed methodologies in CLM and Servicing operations.
•    Drive Operations Strategy to streamline processes, enhance productivity, reduce risk, improve controls, leveraging technologies
•    Partner with Architecture on the digital agenda, pre-empt disruptive forces and commercialise innovative use of technologies 
•    Deliver a robust control environment which mitigates the risk of loss and safeguards the Banks assets
•    Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions and is perceived as an enabler by the business to generate and retain client flows
•    Alignment of activities to support utilities model for greater standardisation, process efficiency and cost reduction
•    Spread head the design, implementation and continuous improvement of client service delivery models across CIB Ops. 
•    Ensures consistent, high quality client experience by establishing best practices, driving digital transformation and aligning service standards with business objectives. 

Business

•    Work hand in hand with the Business, taking programs from investment decisions, into design, specification, and solution phases, securing support services from other teams.  The term “Product” is used here in a generic sense to describe required capabilities.  It includes capabilities that are needed to meet regulatory requirements as well as capabilities for supporting “internal clients”
•    Support Coverage and CIB businesses in growing Return on Equity, commercialisation of capabilities, bid teams, monitoring of usage, improving client experience; and collecting defects for future improvements
•    Drive sign off on CLM Operations capability to support new products and agreeing volume caps (should one be required), for new products where the operations systems, or resource capability is not yet in place to fully support the business requirements. 

Processes

•    The CLM Operations head is responsible as the Process and Control owner through the Operational Risk Framework (ORF)
•    The CLM Operations head is responsible to effectively control the processes and activities that are outsourced.  This includes capacity, capability, performance and cost management.
•    The CLM Operations head is responsible as process and control owner for the following activities within the business: client account setup, static data maintenance, document and confirmation handling, account closure, client services, and regulatory reporting required to meet regulatory requirements.
•    The CLM Operations head has oversight of the Control & Conduct Team which is responsible for the overall risk and control

People & Talent

•    Lead through example and build the appropriate culture and values. Sets appropriate tone and expectations for their team and work in collaboration with control and conduct partners
•    Employ, engage and retain high quality people such that CLM and Servicing Operations is skilled and experienced to deliver its obligations
•    Ensure the provision of ongoing training and development; ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risks
•    Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Risk Management

•    Proactive in seeking regular assurance that the CLM Operations Teams are performing to an acceptable risk and control standard including outsourced processes and activities within the GBS hubs
•    With firm wide Governance members (NFRCs), business leaders and support functions, maintain a strong and appropriate control environment across the relevant business in line with the Risk Management Framework (RMF) and ORF requirements. Ensure the necessary Business Continuity Plans (BCPs) are in place across CLM and Servicing and periodically tested in accordance with the Group’s Business Continuity framework
•    Demonstrate an awareness and understanding of the main risks facing the Bank and the role the individual plays in managing them and ensure reasonable steps are taken in managing them.

•    Act quickly and decisively when any risk and control weakness becomes apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees in line with the banks policies.  Top risks / metrics for escalation to the Coverage and CIB NFRC should include client complaints, material incidents, transaction volumes, volume cap breaches and regulatory compliance measures
•    Attend the Coverage NFRC as the key committee to manage operational risks associated to the coverage business.  Provide input and commentary on key control failures, elevated residual risks and control self-assessment failures. Ensure any remediation actions are agreed and assigned ownership within the function
•    Include all necessary internal, legal and regulatory controls through the development of CLM and Servicing Product requirements
•    Balance business performance delivery and cost management constraints with risk and control matters to ensure that they do not materially threaten the Bank’s ability to remain within risk appetite
•    Participate and contribute to the effective operation of Country/Firm wide specific Business Operational Risk Forums (BORF’s) in managing Operational Risks
•    Ensure operational incidents (losses or near misses) and client complaints are logged in accordance with relevant polices
•    Ensure root causes reports relating to operational incidents are completed in line with the Banks policies including meeting of all reporting time lines. This includes the implementation of any appropriate process and control changes to minimise the probability of a re-occurrence
•    Where client complaints occur the CLM Operations Head is responsible for the resolution of that complaint linked to Operations, performing appropriate root cause analysis and striving to ensure that the issue is resolved in a timely manner and to the client’s satisfaction, and reasonably cannot occur again
•    Ensure Country/Group Residual Risk is completed to the appropriate scope, quality and timelines
•    Ensure any material issues are escalated directly to the Co Heads CIB, Global Head CIB Operations in a timely manner when required i.e. Significant risks, regulatory breaches, significant conduct issues, capacity or capability issues, client complaints (top tier clients), material hubbing changes (inc org), transfers of activities and/or incremental costs to the business through outsourcing

Governance

•    Embed the Group’s values and code of conduct in the CLM Operations and Servicing Team to ensure that adherence with the highest standards of ethics and compliance with relevant policies, processes and regulations among employees form part of the culture
•    Ensure compliance with all salient SCB governance frameworks where there are direct touch points with them or any subsequent downstream influence from the CLM and Servicing Operations Team
•    Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
•    Ensure compliance with internal Outsourcing Policy and Procedures whilst also adhering to local regulatory rules across CLM urisdictions
•    Manage the CLM Operations team to budgetary constraints, seeking operational efficiencies to drive the JAWS ratio as directed by Group Finance
•    Ensure the appropriate Service Level Agreements (SLAs) and Service Review Meetings (SRMs) are in place between GBS and CLM & Servicing Ops for any outsourced processes and activities
•    Represent CLM and Servicing Operations at any relevant Group Committees including but not limited to the CIB MT, CIB and product NFRC or assign an authorised delegate

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 the CLM and Servicing Operations function to achieve the outcomes set out in the Bank’s Conduct Principles
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters 

•    Embed the Group’s Values and Group Code of Conduct to ensure adherence with the highest standards of ethics.  Comply with relevant policies, processes and regulations, as part of the culture.  Lead by example by displaying exemplary conduct behaviours and take personal responsibility for:
•    the conduct of individuals in CLM and Servicing Operations team ensuring behaviours set out in the Group Code of Conduct are followed.  
•    CLM and Servicing Operations achieving the outcomes set out in the Conduct Principals and Pillars.  
•    both direct and indirect/dotted line managers are individually accountable to proactively communicate, collaborate and agree on the conduct ratings of employees. 

Business Continuity Management 
•    Responsible for ensuring an adequate Business Continuity Management (“BCM”) plan is in place for CLM and Servicing Operations across the business, to facilitate continuity of critical business operations in the event of significant business interruption.

Key Stakeholders

•    Coverage Management Team  
•    T&O Management Team 
•    CIB Management Team
•    Coverage Tech Management Team
•    International Markets Management Team
•    Leadership team of Local subsidiaries where appropriate  
•    Functional partners in Risk, Compliance, HR, Finance, Legal, Audit
•    External 
•    Local regulators and other government departments/officials 
•    Clients 
•    Industry partners, Banking Associations, etc 

Other Responsibilities

•    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

Our Ideal Candidate

•    Academic or Professional Education/Qualifications; University educated
•    Licenses and Certifications/accreditations; none additional
•    Professional Memberships; relevant memberships to be agreed
•    Languages; English
•    Academic or Professional Education/Qualifications – relevant degree  
•    Minimum 15 - 20 years of professional experience as a C-suite executive 
•    Strong background in leading and managing a global workforce covering CLM and Servicing  Operations and Technology domains within international firm/organisation 
•    Stays current in knowledge with a focus on the future of technology 
•    Self motivated leader with a growth mindset 

•    Advanced level communicator , with ability to influence and manage stakeholders from various seniority and backgrounds, preferably with international exposure 
•    Highly innovative and current in application of human centred design principles 
•    Leads on 'agile' as a way of working and proven experience transforming tech organisations to agile 
•    Governance, Oversight and Controls: – the ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas. 
•    This role would require relevant experience, covering the implementation of strategy into technology solutions, part of which is operating at the Group level of sizeable international companies, ideally with some time in the CLM products. 
•    International exposure, ability to handle cultural diversity and developing high performers are essential to this role.

Role Specific Technical Competencies
•    Business Process Improvement 
•    Organisation change Management  
•    Risk Management
•    CLM Products and Services Development 
•    Planning: Tactical Strategic

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.