Job Summary
As a business partner, the role is responsible for maintaining the Bank’s Technology infrastructure capability, supporting the business activities across Retail, Wealth & Private Banking Segment. The responsibility of the Technology Manager also includes ensuring full compliance with all Country and Group policies (consistent in execution), statutory regulations, local banking laws, anti-money laundering regulations and industry practices. This includes ensuring service availability across the verticals and stability to the IT infrastructure supporting key clients facing services.
The role also contributes to the service management tasks across Incident, Change, problem management that for services catering to CPBB business in Singapore.
The Country Technology Management role takes primary ownership of country/regional business engagement and communication to influence and drive future technology agenda for country/region in alignment with Group Technology strategy orchestrating seamless support from all technology players to ensure delivery of the best technology solutions in time, within budget, with least risks and highest service continuity.
Strategy
• Engaging key stakeholders- Group Technology, Business Heads of WRB and CTOO, Product CIOs and GBS to develop and implement an end-to-end Technology service delivery strategy.
• Provide technology thought leadership and influence country/region’s business strategy with the effective and innovative deployment of technology.
• Develop transformative solutions and introduce capabilities that align to Business strategies with an end-to-end view
• Develop client related technology service strategies to enhance revenue potential and improve utilisation of current service provisions
• Involve and play pivotal role in investment decisions and PAR / PED authorisations
• Understand and contribute to country / region’s business strategy and communicate country/regional business direction to Group Technology. Influence Group Technology to ensure that approved business plans have matching technology investment plans available for business investment committee evaluation.
Key Responsibilities
Business
• Ensuring that all technology service needs are addressed, regardless of type, to comply with any prevailing SLAs and/or reasonable expectations of country/region’s businesses.
• Reviewing progress of Group Technology service improvement initiatives for the country/region, escalating and contributing ideas as appropriate.
• Ensure adequate capacity plan is in place to meet business growth and transformative projects
• Provide steer in major Business driven projects to ensure minimum manual hand-off processes with good Technology service metrics (Delivery timeline, Business Benefits metrics etc)
• Work with relevant stakeholders to enhance client experience vide changes and introduction of new technologies and innovation to enhance revenue potential
• Facilitate/coordinate business-facing forums (where required) and involve the relevant Group Technology personnel. Ensure suitable executive forum representation of Country TTO Team, Country Operations Risk Committee (CRC), major initiative country implementation and project steering committees.
Processes
• Ensure that the Group Technology change management process caters for all country change needs, and that any complementary in-country/regional approval processes are confirmed with Group Technology. In approving system changes, the CTOO will act as the ‘gatekeeper’ of the country’s/region’s production environment by assessing impact and level of risk as a result of scheduled changes.
• For incidents having significant business impact, support the problem/incident management process which is owned by Group Technology. This will mainly involve the communication/escalation to business management of service impact, recovery process, root cause, and mitigating actions, and communication back to Group Technology of business concerns.
• Implement policies and procedures for the country with guidance from Group policies and procedures
• Ensure operational disciplines such as capacity and risk management are well embedded, measured and tracked
• Drive continuous improvements in Productivity and Cost Efficiencies
• Be accountable for all Technology services supported by internal and external service providers
• Acts as a gatekeeper for technology outsourcing components to ensure compliance to MAS outsourcing guidelines
• Ensure appropriate governance of End User Computing Applications used by TTO
• Ensure high security and protection of the Bank’s, Client information & assets
• Streamline and digitize end-to-end processes to reduce manual hand-off, reduce risk and improve client/customer service collaborating with relevant stakeholders
• Measure and improve business satisfaction with overall Group Technology service on a regular basis. Feedback to be channelled into Group Technology management for improvement planning. Also ensuring Country/Regional business awareness of Group Technology plans accordingly.
Skills and Experience
People & Talent
• Lead through example and build the appropriate culture and values. Sets appropriate tone and expectations and work in collaboration with risk and control partners.
• Is a key contributor to performance feedback to Transformation and Technology Operations management for key Group Technology personnel in country and ensure that such personnel objectives adequately reflect country technology needs. Escalate any material performance management issues or talent development needs to GT management as appropriate.
• Based on the scale of services between country/region business and Group Technology, the extent and profile of resource in the CTM team shall vary. Each CTM shall determine this resource profile with the GT matrix accordingly and confirm such plans with the Regional CTOO. As this is a significant customer-facing Group Technology role, the ‘value add’ of the CTM function will be assessed on a regular basis through country business and Group Technology feedback, and resourcing levels, skills, and focus be reviewed/adjusted accordingly.
Risk Management
• Facilitating the evolution and agreement of balanced business risk and commercial service level agreements between business groups and Group Technology;
• Ensure that country/ region’s exposure to each form of technology risk is understood and managed. Ensure regulator and external audit 2-way communication, submission requirements and reporting needs are met by Group Technology to address any such legal and compliance expectations. Provide resource to complement Group Technology model as needed.
• Oversight of Technology and Information Security Risks in the region. In line with in-country cyber R & R issued by CISO. Work closely with the first line owner for Information, Communication and Security Risk in the country.
• Ensure Country/Region adheres to Internal and External Sourcing Policies and Procedures related to Technology
• Effective management of all Technology risks including reporting high or very high rated risks based on Group materiality thresholds to the relevant Risk Committees
• Act quickly and decisively when any risk and control weakness becomes apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.
• As required, act as the first line risk owner under the Group’s risk management framework at the appropriate level, e.g. Country
• Ensure all necessary external legal and regulatory controls are in place from initial migration through service provisioning for Technology
• Balance business performance delivery and cost management constraints with risk and control matters to ensure that they do not materially threaten the Group’s ability to remain within risk appetite.
• Responsible for business continuity planning for the country/region and plans in sync with the GSSCs
• Ensure risk metrics are actively reviewed along with the Risk & Control Function
Governance
• Support the Cluster CTOO to implement group policies and procedures in the region
• Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
• Ensure adequate change management process is in place to govern Technology Change Management as well as Project Change Management
• Establish working relationship between COOs and maintain close exchange via an agreed format
• Fully accountable and own regulatory audit/inspections on Technology teams in region as well as in offshore service centres
• Take personal responsibility for understanding the risk and compliance requirements of the role. Understand and comply with, in letter and spirit, all applicable laws and regulations, including those governing anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters. Embed the Group’s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees form part of the culture.
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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
Internal
• CEO
• COO
• Business CIOs
• Business – Direct interaction with Country Management Team (CMT) and direct reports to discuss strategic initiatives, contribute to business strategy and communication of Group Technology strategy and initiatives
• Audit
• Risk teams/committees
• CFO
• Group Technology
• Risk Committee (CRC)
• Legal and Compliance (regulators)
• Human Resources
• Strategic Sourcing and Vendor Management
• Group Systems Development – on roadmap, new initiatives & project status, local implementations
• Group Technology Production Services – on run matters and status, problem and change management
• Group Technology Finance
• Group Technology Project Management Office
External
• Local regulators and other government departments/officials
• Clients
• Industry partners, Banking Associations, etc
• Relevant Exchange and Cyber Security Forum
• Relevant banking associations
• Local software and hardware vendors
Our Ideal Candidate
· 7+ years of Experience in Retail banking or Equivalent in a Banking & Finance Industry.
· Certification in Service Management (Desired)
· Understanding of Cloud Hosting, such as Infrastructure as a service, Platform as a service and Software as a Service.
· Excellent Communication Skills
· Good understanding of country Regulatory Landscape
Role Specific Technical Competencies
· Service Management
· Retail Products
· Digital Enablement
· Emerging Technologies
· Advanced analytical Skills
· Regulatory TRM Framework
· Stakeholder 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
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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