JOB SUMMARY
· Responsible for supporting the development and driving execution of the Global Credit Cards Target State Service model within the context of the wider Global Credit Cards and Personal Loans (CCPL) strategy. Role holder will be responsible for development and execution of roadmap to right size cost to serve.
· This role will work closely with Group, Region and Country level stakeholders to design & implement credit card servicing strategy (incl design & delivery of new capabilities, simplification & continuous refinement of existing capabilities) to optimise financial and non financial results on the Existing to Product (ETP) global credit card portfolio.
RESPONSIBILITIES
Strategy
· The role holder is responsible for supporting the development and execution of global Credit Card Servicing strategy for Existing to Product (“ETP”) customers within the context of the wider global Credit Cards & Personal Loans (“CCPL”) strategy.
· This includes agreeing these strategies with the relevant group, region and country level stakeholders, along with associated financial and non-financial targets and periodically reviewing performance against these targets in line with the Group’s performance management framework.
· Country CCPL GMs are accountable for the CC ETP portfolio profitability and performance and the role holder is concurrently held accountable for the creation and implementation, as well as, financial and non-financial results of the recommended customer servicing strategies for optimizing returns on the ETP global credit card portfolio.
Business
· The role holder is accountable for developing, socializing and helping drive implementation of servicing strategies to enhance ETP Credit Card Portfolio efficiency and returns, and for delivery technologies that satisfy the needs of the business, and are in compliance with all applicable regulatory requirements, including:
· Conceptualise, design and develop the Target State Service Model leveraging insights from voice of client, CPBB and CCPL transformation agenda and collaborating with the respective Operations and Risk teams in Group and Country.
· Maximise the business and customer value of services by ensuring delivery of the ‘right thing at the right time’. Collaborate with key stakeholders to help eliminate, simplify, optimise or develop relevant processes, propositions, policies to enable the target state service model roll out.
· Responsible to work in partnership with Design, Technology and Digital teams to drive the technology/capability roadmap to achieve optimum outcomes in line with target state strategy.
· Enhance prioritisation & decision frameworks relating to client servicing backlog and ensure data driven prioritisation in alignment with strategic outcomes and scorecard.
· Work closely with Fraud Risk, Credit Risk and Collections teams to set risk appetite, review & optimise strategies to improve business efficiency (fraud losses, collection costs), portfolio returns and client experience.
· Product owner for strategic transformation programs involving CC efficiency/cost to serve agenda.
· Collaborate with Finance to understand and drive transparency into cost to serve across focus markets to facilitate effective decision making on transformation agenda.
Processes
The role holder is responsible for:
· Engagement with group policy owners and/or risk control owners for the implementation of policies and control standards set by them.
· Ensuring appropriate procedures and controls are in place to operate within the group credit and operational risk tolerance and appetite.
· Defining and driving global (versus local) regulatory and compliance standards for managing CC ETP servicing, and working closely with markets to ensure they are met.
· Adopting and embedding change delivery standards through the lifecycle of service capabilities.
· Participate in the quarterly planning for the Hive and provide steer on prioritisation of backlog together with Hive Tech Lead.
People & Talent
· Lead through example and build the appropriate culture and values. Set appropriate tone and expectations of and work in collaboration with partners.
· Ensure holders of all critical functions are suitably skilled and qualified for their roles, including effective supervision in place to mitigate any risks.
Risk Management
· Collaboratively partner with risk teams to ensure risk management procedures and processes are effectively implemented to operate within operational and credit risk appetite.
· Partner with country CCPL teams for a robust risk management environment by identifying key risks and issues and ensuring effective mitigating measures and controls are implemented.
· Work collaboratively with countries and functions to ensure any audit findings are suitably rectified, as it relates to their areas of portfolio intervention.
Governance
· Develop and implement a clear structure of accountability to ensure cross functional team members can perform their roles successfully and there is clear oversight and decision making, including by relevant Committees.
· Take responsibility for assessing the effectiveness of arrangements to deliver effective governance, oversight and controls in business, and if necessary, oversee change in these areas.
· Maintain an awareness and understanding of the regulatory framework in which the firm operates, and the regulatory requirements and expectations relevant to the role.
· Work with regulators in an open and cooperative manner.
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 Group Credit Cards Customer Engagement function to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
· Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
· Global CCPL Team
· Group, Region and Country Heads of Products, Segments, Distribution, Digital, Operations, Risk and their teams
· Country CPBB Heads
· Group and CPBB Transformation teams
Other Responsibilities
· Leverage the opportunity provided by Corporate Social Responsibility to create positive impact.
· Embed here for Good and Group’s brand and values across the retail bank.
· Perform other responsibilities assigned under Group, Business, Function, Region or Country policies and procedures.
Our Ideal Candidate
· University Graduate / MBA preferred
· 8 years financial services experience, with 5 years in Cards, Retail Banking or Payments.
· Credit card customer engagement/usage & portfolio management experience a plus.
· Competent on E2E process design with ability to balance for optimal outcomes for both client and business.
· Product Owner experience in an Agile Change environment an advantage.
· Good interpersonal skills.
· Positive attitude, high energy, willingness to challenge status quo, ability to work under pressure and to tough deadlines
Role Specific Technical Competencies
· Credit Cards
· Analytics
· Business Strategy
· Business Models
· Credit Cards Portfolio Management
· Product Profitability Management
· Credit Risk Management
· Operational Risk Management
· Direct Marketing
· General Management
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
· Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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, parental/maternity (20 weeks), sabbatical (12 weeks 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
