Director, Process Excellence Performance & Analytics (Malaysia, India)

Director, Process Excellence Performance & Analytics (Malaysia, India)

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This role could be based in Malaysia or India. When you start the application process you will be presented with a drop down menu showing all countries, please ensure that you select a country where the role is based.

What’s the opportunity?

The Process Excellence team, part of Group Transformation, requires a Reporting & Governance Lead to partner with stakeholders, supporting relevant transformation activities to evolve and enhance our Process Excellence (PE) ambition, process performance, ways of working and effectiveness.

Underpinned by our ambition and mission to standardise, simplify, and digitise the bank, the PE team plays an essential role in providing PE foundational capabilities across the enterprise, to identify challenges and opportunities, raise our transformation ambition and support relevant delivery activities relating to process optimisation (waste elimination, process simplification, digitisation and automation).

What will you do?

The role holder will partner with various key stakeholders to enable our strategic objectives of scaling our PE foundational capabilities (e.g. process universe, process reviews, process mining) and provide subject matter expertise for reporting and governance across our strategic initiatives.

In partnership with other relevant stakeholder groups (T&O, ST HR, support partners), this role will ensure process excellence as a portfolio remains on track to delivers value for clients and colleagues and drive significant value from an effectiveness, efficiency and risk & control perspective.

• Work with senior leaders and key stakeholders to develop and execute a process transformation roadmap with demonstrable outcomes and impact in line with the PE Vision
• Creates strong credibility for self with stakeholders and SMEs, project teams and PE team members
• Drives team members toward delivering on their commitments
• Creates feeling of cohesiveness and positive working environment with stakeholders and project team members
• Conflicts and difficult interpersonal situations are tackled and dealt with effectively
• Demonstrates good technical and business understanding to manage project effectively
• Leads the deployment and adoption of process excellence capabilities to support relevant areas to drive transformation, leading by process and data – articulating desired outcomes through the lens of client experience, colleague experience, risk & control, effectiveness and efficiency
• Drives a culture of continuous improvements across multiple areas to improve read across business and functions to identify and drive changes, raise the transformation ambition and break down silos
• Support the PE Management Team to run and manage the team
• Builds and maintains strong, positive relationships with stakeholders
• Ensures key stakeholders are kept aware of project status, risks & issues (‘no surprises’)
• Develops talent in the team
• Employs, engages, and retains high quality people, with succession planning for critical roles
• Ensures team structure / capacity is reviewed to enable delivery of client outcomes
• Ensures the provision of on‑going training & development, ensures that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk
• Sets and monitors job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives
• Creates a motivational and challenging environment for staff which is conducive to creativity and performance with process excellence, transformation mindset and delivery centricity in mind
• Ensure the key metrics are clearly defined across each foundational capability to measure delivery of desired outcomes and benefits (both financial and non‑financial), ensuring everyone in the Bank are drivers and owners of outcomes.
• Sets effective metrics and standards, transparently communicating them across stakeholders and team members on a regular basis with insights for early interventions as required
• Develop an automated reporting dashboard for the process simplification portfolio with clear reporting on portfolio hygiene highlighting any areas of concerns that require management attention
• Contributes to, analyses and produces management information on regular cycles as required
• Communicates status (including risks and issues) to stakeholders, PE team and other relevant stakeholders
• Provides information that facilitates informed and timely decision making
• Identifies and resolves key risks and issues early in their existence as they related to PE activities and project delivery
• Produces and manages documented, specific resolution action plans, actively seeking to close open items by working with risk / issue owners
• Run the PE Forum on a fortnightly basis, bringing together key transformation leaders across the Bank to align our collective transformation objective in line with our PE vision
• Ensures projects are delivered according to SCB Governance requirements
• Responsible for ensuring consistent Programme and Project delivery, adherence to best practices and increasing visibility of key risks and issues in order to enable effective decision making and improve the predictability of project delivery
• Proactively engages with project team to resolve areas of non‑process compliance, escalating to the Leadership if needed
• Proactively identifies and successfully manages any schedule issues and interdependencies with other projects with no unplanned delays to the project
• Ensures resource requirements / forecasts are built into project schedule
• Defines initiative desired outcomes, benefits and measures of success defined in partnership with stakeholders and SMEs, adhering to high‑quality delivery standards
• Builds and maintains initiative plans and schedules showing and accounting for internal and external dependencies
• Updates and reviews Lessons Learnt, both prior to and during each project and ensures that no previous mistakes are repeate
• Manages project budgets and resource allocation, controls spending against the planned cost, analyses any variance and takes necessary corrective action to stay on Green status for Cost, provides timely forecasts and reporting as needed
• Bachelors Degree preferred
• Project Delivery (E.G. PMP)
• Cost / Business Efficiency
• Strategy and Measurement
• Experience in Management Consulting is an added advantage.
• Proficient in English both verbal and writing.
• Minimum 10 years in the project / programme / portfolio management space, supporting or delivering mid‑large size, complex initiatives
• Knowledge of the Bank, in terms of key processes, stakeholder groups
• Strategic thinking, ability to identify opportunities and translate this into roadmap and actionable plan
• Knowledge of “SCB ways
• Knowledge of Process Excellence methodologies (lean, six sigma, zero base design) and proven execution track record
• Strong influencing and communication skills – oral, written and presentation. Proven success in communicating technical information in a simple way.
• A can‑do attitude committed to doing what it takes to deliver. Diligent and detail orientated
• Growth mindset. Appetite, ambition and ability to experiment and learn quickly
• Excellent stakeholder management, presentation and communication skills. Establishes effective working relationships across the organisation – from senior management to individual teams
• A team player; multi‑culturally aware with a proven ability to work in a global service delivery model, with onshore and offshore resources
• Confident and courageous to raise / escalate issues in a pro‑active, professional, and timely manner

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 :

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

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.

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Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost‑effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150‑year history in some of the world’s most dynamic markets. The centre provides dedicated world‑class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state‑of‑the‑art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by the National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank’s two other global shared services centres are based in India and China.

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