JOB SUMMARY

The Business Lead for Collections Operating Model Transition will lead the end-to-end business strategy and execution for transitioning in-house or onshore collections operations to outsourced or offshore partners. This role acts as the primary business subject matter expert, ensuring seamless migration while safeguarding customer experience, employee relations, risk controls, compliance requirements, and business continuity. The individual will partner with country teams, outsourcing vendors, HR, Compliance, Employee Relations, and Change Management functions to deliver a coordinated, compliant, and well-communicated transition plan across multiple markets.

RESPONSIBILITIES

Strategy

•    Define and drive the global outsourcing migration strategy for Collections, aligned with business goals, cost targets, and service quality standards.
•    Identify markets, processes, and segments suitable for outsourcing, developing a prioritization roadmap.
•    Develop business cases, benefit tracking models, and KPIs to ensure migration delivers value while managing risks.
•    Ensure the outsourcing strategy balances operational efficiency with strong customer outcomes and brand reputation

Business
•    Serve as the single point of contact and business SME for outsourcing design and execution, collaborating closely with country collections heads and regional leadership.
•    Translate complex business requirements into actionable vendor scopes, service levels, and operating models.
•    Partner with outsourcing providers to design fit-for-purpose delivery models tailored to market needs.
•    Work with Finance to ensure migrations deliver on savings targets while protecting business performance.

Processes

•    Lead process mapping, documentation, and standardization to support seamless migration.
•    Identify process gaps or localization requirements to ensure smooth vendor adoption.
•    Coordinate readiness activities, parallel runs, and cutovers to minimize disruption.
•    Support development of robust knowledge transfer plans and training materials.

People & Talent

•    Partner with HR and Employee Relations to manage workforce transitions, including redeployments, upskilling where needed
•    Ensure transparent, empathetic, and timely employee communications throughout the migration lifecycle.
•    Foster strong collaboration across global, regional, and country teams to align objectives and manage change.
•    Support vendor onboarding and team training to ensure quality handover of knowledge and processes.

Risk Management

•    Identify and mitigate operational, reputational, and customer risks related to outsourcing.
•    Ensure outsourced models comply with credit risk policies, regulatory requirements, and internal controls.
•    Define and monitor risk controls pre- and post-migration, ensuring vendor adherence.
•    Partner with Operational Risk, Compliance, and Audit to proactively address regulatory and risk concerns.

Governance
•    Develop and maintain migration project governance frameworks, ensuring clear accountability and decision rights.
•    Establish robust reporting and escalation channels for senior management and steering committees.
•    Monitor migration progress against scope, timeline, budget, and risk mitigation plans.
•    Ensure all regulatory and internal approvals are secured before transition execution.

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

•    Collections Head/ Regional Heads
•    Credit Risk Management team
•    Product Team
•    Risk Operations
•    Finance
•    Supply Chain Management
•    Legal and CFCC
•    HR

Our Ideal Candidate

• Education: Bachelor’s or Master’s degree in Business Administration, Operations Management, Risk Management, or related field
• Experience: 10+ Years of experience in Financial services. Experience in Collections will be an added advantage
• Training: Certifications in AI/ML, Data engineering are a plus
• Certifications: Project Management or Change Management are advantageous

Role Specific Technical Competencies

•    Deep understanding of Collections operations, processes, and regulatory frameworks.

•    Proven experience in designing, managing, or migrating outsourced service delivery models.

•    Knowledge of vendor management, service level agreements, and offshore operating models.

•    Strong program and project management skills with experience leading large, multi-market transitions.
•    Demonstrated experience in change management planning and execution.
•    Ability to manage multiple workstreams and priorities in a complex environment.

•    Strong understanding of operational risk management, outsourcing risk frameworks, and regulatory requirements.
•    Experience ensuring outsourcing transitions meet compliance expectations across multiple markets.

•    Excellent leadership and stakeholder management skills.

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