Job Summary

•    Lead the WRB Operations teams in Taiwan, covering Liabilities, Lending and Wealth Solutions, along with associated Operations functions. Taiwan is a high-growth, Top 8 market for WRB.
•    Design and execute strategic priorities covering resources, process, capability, location etc. for WRB Operations through client life cycle to deliver optimal client and business outcomes in line with WRB business and operations strategy.
•    Lead, manage and deliver outcomes on headcount, financials, cost and efficiencies, client, risk and control, along with key regulatory and business priorities through strong governance and collaboration with stakeholders.
•    Deliver end to end operational performance and key performance indicators for WRB Operations from account opening to account servicing, for optimal client outcomes.
•    Represent and update respective country forums, committees or Group forums on WRB Operations matters including key updates, programs, initiatives, issues, risks or other matters requiring updates.  Forums include NFRF, TPRMC, WRB MT, Client Experience forum, change management forums, etc.
•    Design optimal processes for hubs to execute end to end, processes that work seamlessly, efficiently and effectively to deliver optimal client outcomes with minimal errors. Maintain strong Governance over outsourced entities (intra group and externally outsourced) in line with country, Group and local applicable regulations. 
•    Accountable for the country WRB Operations digital transformation agenda including adoption of AI, automation, straight-through processing, workflow orchestration and emerging technologies to improve client outcomes, productivity and risk management.
•    Drive the process and system enhancements for new initiatives and product launches to ensure smooth implementation and no adverse impact to customer experience. 
•    Build high-performing teams and continually raise the performance bar, developing a strong talent pipeline.
•    Ensure all WRB Operations policies and procedures in the country comply with Group Policies and Standards. Own WRB Operations process universe deliverables in country in line with Group standards.
•    Proactively review progress on identified or emerging risks and take steps to mitigate risks, monitor performance to an acceptable risk and control standards or take necessary actions.
•    Lead engagement on WRB Operations aspects as engaged upon by local compliance, regulators or audits. This includes compliance with local banking laws and other applicable laws. 

Key Responsibilities

Strategy
•    Design and execute strategic priorities covering resources, process, capability, location etc. for WRB Operations through the client life cycle to deliver optimal client and business outcomes in line with WRB business and operations strategy.
•    Implement and execute strategic programs aimed at developing optimal, scalable solutions for seamless operational delivery through the client life cycle in conjunction with country and Group stakeholders.
•    Lead, manage and deliver outcomes on headcount, financials, cost and efficiencies, client, risk and control, along with key regulatory and business priorities through strong governance and collaboration with stakeholders.
•    Implement future state design leveraging capabilities supported through strategic programs (e.g., FFG, Sakura and productivity programs.)
•    Strategically balance cost, return and risk in WRB Operations ensuring delivery within acceptable cost and risk appetite. 
•    Responsible to continuously evolve the country WRB Operations target operating model including organisation design, service model, location strategy and sourcing approach and accountable for country service experience outcomes including client satisfaction, complaints reduction, turnaround times, service reliability and fulfilment quality.

Business & client outcomes
•    Develop, lead and co-create with business when implementing ‘best-in-class’ processes and tools to support launch of new or support existing products and capabilities. maintaining adherence to customer charter goals and objectives in line with WRB priorities.
•    Build engagement with country business stakeholders to ensure the WRB Operations priorities and activities are adequately understood and embedded in country addendums/product PPG’s. 
•    Continuously review and improve WRB Operations processes working with business, client experience and outsourced GBS hubs in line with client feedback.
•    Collaborate with business, product and digital teams at country and Group stakeholder levels to implement new or improved capabilities to support business goals.
•    Represent and update respective country forums, committees or Group forums on WRB Operations matters including key updates, programs, initiatives, issues, risks or other matters requiring updates.  Forums include NFRF, TPRMC, WRB MT, Client Experience forum, change management forums, etc.
•    Drive client centric data-led decision making through operational analytics, capacity management, forecasting, performance dashboards and predictive insights.

Processes 
•    Design optimal processes for hubs to execute end to end, processes that work seamlessly, efficiently and effectively to deliver optimal client outcomes with minimal errors. Maintain strong Governance over outsourced entities (intra group and externally outsourced) in line with country, Group and local applicable regulations. 
•    Drive the process and system enhancements for new initiatives and product launches to ensure smooth implementation and no adverse impact to customer experience. 
•    Lead efforts to drive improvement, automation to deliver scalable solutions in banking operations to support business priorities. 
•    Lead efforts to re-engineer and drive process improvement like process redesign, workflow automation and elimination of non-value-adding activity actions leading to improved outcomes on cost, client experience, risk etc. 
•    Develop and maintain operational capabilities, skills and infrastructure that are in compliance with both internal policies and external regulations
•    Identify, track and report performance on Key Performance Indicators (KPIs) for banking operations. 
•    Champion innovation and adoption of emerging technologies to improve client, colleague and risk outcomes and deliver strategic transformation programmes and realise associated benefits.

People & Talent
•    Build high-performing teams and continually raise the performance bar, developing a strong talent pipeline.
•    Continuously develop colleagues and key talent through skill development, upskilling, cross skilling through fungibility and driving shared outcomes.
•    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.
•    Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
•    Encourage and promote an active training and learning environment to facilitate excellence in risk management, risk awareness, behaviours and accountability.
•    Develop talent through cross-rotation and job opportunities.

Risk Management
•    Ensure all WRB Operations policies and procedures in Country comply with Group Policies and Standards. Ensure proper and updated documentation is in place for maintaining adherence to policies and procedures.
•    Accountable for operational resilience across WRB Operations including service continuity, recovery capabilities, third-party resilience and business continuity readiness.
•    Ensure identified risks or issues are being actively followed up and identified actions (preventive or detective) are implemented in a timely manner.  Close issues and gaps arising from Internal Audits, peer reviews and regulatory reviews for Country Operations.
•    Proactively review areas of emerging risks and take steps to monitor performance to an acceptable risk and control standard, taking necessary actions.
•    Own WRB Operations process universe deliverables in country in line with group standards
•    Balance business performance delivery and cost management with risk and control matters to ensure they don’t materially threaten the Group, while remaining within risk appetite.

Governance and Change Management
•    Provide oversight across Country WRB Operations teams, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. 
•    Embed the Group’s values and code of conduct in the Country WRB Operations team to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employee’s forms part of the culture
•    Maintain strong Governance over outsourced entities (intra group and external) in line with country, Group and local applicable regulations.
•    Accountable for oversight of third-party and intra-group service providers ensuring performance, resilience, risk management and regulatory compliance obligations are effectively met.
•    Ensure adequate and robust change management principles are applied for seamless delivery of change programs through effective sizing, testing and execution of user testing and verification.
•    Represent and update respective country forums/ committees or group forums on banking operations (NFRF, TPRMC, WRB MT, Client Experience forum, change management) on key updates, programs, initiatives, issues or risk or matters requiring updates.
•    Lead implementation of regulatory change programmes impacting WRB Operations and ensure timely and sustainable adoption of evolving regulatory requirements.

Regulatory and Business Conduct
•    Lead engagement on WRB Operations aspects as engaged upon by local compliance, regulators or audits. This includes compliance with local banking laws and other applicable laws. 
•    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
•    COO, WRB
•    COO, Wealth Solutions
•    WRB Head, Country
•    COO, WRB Country
•    CTOO, Country (Matrix reporting line when line is to Global Head, WRB Operations)
•    Global Head, Liabilities, Lending and Operations CoE, WRB Operations
•    Global Head, Wealth Solutions, WRB Operations
•    Head of Client Experience – WRB Country
•    Head of Branch Operations – WRB Country
•    Head of Business Risk Management – WRB Country
External stakeholders
•    Suppliers, outsourced vendors 
•    Local regulators

Skills and Experience

•    Market Knowledge: Relevant Experience and understanding of market environment in which Standard Chartered Bank operates for WRB products
•    Strategy and Operations Model: – Awareness and understanding of WRB operations and banking operations operating model  
•    Risk Management and Control: – The ability to identify, assess, monitor, control and mitigate risks to Standard Chartered Bank
•    Governance, Oversight and Controls: – Strong leadership capabilities and management skills with the ability to lead effectively banking operations teams both directly-managed and virtual team
•    Regulatory Framework and Requirements: – Awareness and understanding of the regulatory framework in which the firm operates, and the regulatory requirements and expectations relevant to the role 
•    Non-technical skills: - Strong written / oral communication and leadership skills.  

Qualifications

Education     Preferably Professionally Qualified - ACA, CFA, Engineer, MBA or equivalent

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.