Job Summary
This role supports and executes the following under the direction of Director Client Service Strategy and Initiatives
Key Responsibilities
Strategy
The TB Cash Client Service Management function reports to TB Cash Operations. The Client Service Initiatives role focuses on delivering our Client Service strategy by supporting and executing key initiatives to improve client experience, expand our digital servicing offering and deliver project benefits; this includes :
- Defining clear business requirements and target state processes in line with the relevant risk frameworks
- Partnering with technology to deliver a fit-for-client solution and providing end user validation
- Driving client adoption, change readiness and defining a unified measurement approach that helps us demonstrate success
Business
Develop and define key metrics aligned with organisational goalsDesign and implement frameworks for tracking the adoption of processes, technologies, and initiativeSupport the implementation and adoption of digital service functionality across CIB clients and frontline Service teamsIndependently undertake business organization analysis and process design improvement based on data insights and stakeholder feedbackIdentify opportunities to optimize the current Service Operating model and its processesEnsure alignment between the feature / functionality design and broader strategic directionProcesses
Track and analyse adoption data to identify trends, challenges and opportunitiesLead and coordinate client outreach campaigns to support successful digital adoptionOversee fulfilment of client requests and manage client issues arising from digital adoptionCreate dashboards to visualise metrics for stakeholders and evaluate the effectiveness of initiatives based on metric outcomesFacilitate data-driven discussions and collaborate with team to develop strategies for increasing adoptionSupport change management initiatives to promote a culture of continuous improvementPeople & Talent
More than 5 years of experience in client services, digital adoption or digital transformation management capacity in BankingAnalytics capability (including modelling skills) with the ability to interpret customer journey data and draw business relevant insights for discussion and decisioningAbility to translate complex data into actionable insightsProficiency in data visualisation tools and analytics software will be an added advantageAwareness of project and delivery management tools (e.g. : Confluence, Clarity etc.)Awareness of Agile project delivery methodologyGood stakeholder management, presentation and communication skillsDemonstrated ability to work effectively across multiple markets and navigate geographical and regulatory complexityDemonstrate appropriate culture and values, embedding a high level of team engagementEnsure ongoing training and development for professional and personal growthRisk Management
Manage changes and reporting in line with all relevant risk management frameworks, where applicableAct quickly and decisively to resolve any risk and control weakness, ensure they are addressed and remediated within appropriate timeframes, and escalated through the relevant committeesGovernance
Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the roleDeliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as requiredSupport the relevant program governance forums and processes as requiredRegulatory & Business Conduct
Display exemplary conduct and live by the Group’s Values and Code of ConductTake 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 ConductSupport the TB Cash Client Service Team to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients and The Right EnvironmentEffectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance mattersKey stakeholders
Cash Client Service Leadership and teamsTB COO and Business HeadsTB Product Heads and Digital ChannelsCIB TechnologyOther CCIB stakeholdersRisk, Legal, Audit and Compliance, where relevantOther Responsibilities
Embed Here for good and Group’s brand and values in Cash Client Services;Skills and Experience
Problem Solving and Analytical ThinkingEffective CommunicationsManaging ChangeProject ManagementStakeholder ManagementCompetencies
Action Oriented Collaborates Customer Focus Gives Clarity & Guidance Manages Ambiguity Develops Talent Drives Vision & Purpose Nimble Learning Decision Quality Courage Instills Trust Strategic Mindset
Technical Competencies : This is a generic competency to evaluate candidate on role-specific technical skills and requirements
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 doNever settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so wellAre better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long termWhat 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 toolkitsA 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.
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