Job Summary
The role holder is responsible for Client Enablement across the Wealth and Retail Bank (“WRB”) franchise. This includes responsibilities for the management and governance of WRB’s investment portfolio (~US$400M) as well as driving service excellence and client experience.
WRB’s Investment Portfolio is governed through the QPR and the incumbent will be required to manage the budget, resolve emerging risks, identify horizon issues as well as ensure the investment portfolio lands within the overall affordability of the WRB P&L. It will also include engaging with the Global Investment Management team within TTO to ensure that Ways of Working (WoW) and any other transformation initiatives that are being rolled out are implemented and smoothly adopted within WRB.
The other element of the role is to drive client enablement through transformation of the customer’s experience in WRB. The role holder must work with the countries and segments to understand the broader business strategy in order to define the client experience transformation roadmap. He / she will define the capabilities required, target areas, initiatives as well as metrics that will drive a measurable client experience.
RESPONSIBILITIES
Key Responsibilities include:
• Overall management of WRB investment portfolio budget (US$400M); proactive identification and resolution of risk issues that will derail WRB from meeting budget
• The job holder is the overall coordinator of the QPR process and secretary of the QPR ceremonies; responsible for orchestration and management of the QPR (as well as all ancillary requirements)
• Maintain rigorous cost and investment discipline across WRB as part of the portfolio governance role. Role holder will be responsible for the budget, identifying opportunities for optimisation, as well as re allocation of budget as necessary. Responsible for the Portfolio’s financial health; Ensure that financial and costs incurred are appropriately capitalised and impaired when appropriate
• Responsible for the portfolio’s compliance. Ensure that the Portfolio complies with all (Project, Programme, Change, etc) Governance policies and standards as applicable. Responsible for Portfolio level risks: ensure these are identified and mitigation plans are in place.
• Process owner for CPBB Change Management.
• Ensuring WoW and TTO Transformation initiatives are assessed and implemented across WRB
• In partnership with the WRB Country Heads, Segment Heads, country COOs and respective journey heads, responsible for identification, design, and execution of initiatives that will elevate client service delivery within the bank
• Defining the portfolio of initiatives that will deliver on the vision with clear performance accountability; incumbent will be responsible for defining the metrics to measure performance
• Engaging with other areas of the bank, as well as industry peers to identify innovative technology solutions as well as process re-engineering that can be implemented horizontally
• Leading and driving Service Excellence delivery forums across the Private Bank, International Bank segments as well as select countries depending on the need
Key Responsibilities
Strategy
• Setting a strategic vision for an ideal client experience and capability framework for delivery
• Manage and track execution progress of approved initiatives to drive the Transformation agenda.
• Leverage and actively use data and analytics to play a major role in transforming the client’s experience
• Drive implementation across CPBB of WoW as defined by Group Transformation Office (“GTO”)
Business
• Maintain strong stakeholder engagement with Business, TTO, Risk & Compliance and Group Internal Audit to ensure alignment across stakeholder groups to support the Transformation agenda.
• Role holder will be execution of the strategy and identifying opportunities for streamline the operational processes through automation, OPEX and other initiatives.
• Continuously improve productivity and efficiency of operations and drive standardisation agenda for WRB operations, maintaining rigorous cost and investment discipline across the business.
• Ensure appropriate and insightful data and analytics that can drive business decisions.
• Maintain strong stakeholder engagement with WRB Business, COO/ Operations, T&I, Risk & Compliance and Group Internal Audit to ensure alignment across stakeholder groups
Processes
• Deep Understanding of the WRB process universe to appreciate horizontal delivery synergies
• Role holder will need to collaborate with relevant process owners to deep dive into processes where required in order to recommend and effectively re-design a sub optimal client experience
Skills and Experience
People & Talent
• Demonstrate and act as a role model of the Group’s values and culture in the region
• Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement
• Set effective metrics and standards, transparently communicating them relevant stakeholders
Risk Management
• Risk control and governance: ensuring oversight and driving improvement in the control & resilience agenda.
• Understanding the end-to-end view across Wealth and Retail Banking (“WRB”) environment; proactively identifying focus areas where service excellence / client delivery is required
Governance
• Attend key governance meetings in line with the governance framework and monitor projects over their lifecycle.
• Develop Key Performance & Risk based metrics which enable Operations to demonstrate effective governance and oversight on processes, develop robust ORF (Operational Risk framework) for effective and smooth functioning of business and operations.
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 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*
• Client Journey COOs across WRB & WRB COO Cluster / Country
• WRB MT, in particular Segment Business Heads: PvB Business Head, SME Business Head, Domain Leads and WRB CEO
• Wider TTO MT in particular GTO
• Functional Partners including Operations, T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc.
Our Ideal Candidate
· Bachelors degree
· 15 years in the Finance industry; experience in Wealth Management highly advantageous.
Role Specific Technical Competencies
· Stake Holder Management
· Change Management
· Project Management
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
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