Job Description

Role Responsibilities

The role holder is accountable for supporting the CPBB Transformation agenda by driving methodology, building capabilities, planning and design standards across CPBB. This includes embedding a customer centric approach driven by Agile principles across the organization.

This role entails developing and maintaining close working relationships with the relevant CPBB business units and functions, aligning the organisation to Business Strategy, Client Journey roadmap and Technology roadmap, with the following responsibilities:

• Roll out Service Excellence Forums across CPBB. Create a prioritised set of backlogs of improvement areas, built in collaboration with business, front office and internal teams. Establish delivery squads to work methodically through the backlog.
• Support capability building initiatives (people, processes, and tools) and special transformation projects aimed at increasing STP, reducing manual work & cost, raising productivity, and enhancing client experience, involving process automation, data lake enhancements, etc.
• Deliver training and coaching to CPBB teams to adopt culture change and best practices, including but not limited to Agile, A3, Dynamic Work Design and Human Centred Design.
• Act as the conduit and champion for Transformation initiatives for CPBB, through coaching, supporting and training the relevant CPBB teams.
• Align with Group\xe2\x80\x99s Transformation Office and implement the rollout of Improvement initiatives to ensure the habit of continuous improvement is embedded across CPBB.
• Work closely with Business, COO, and Technology to implement the transition of CPBB to client journey-based approach.
• Drive implementation of tools to drive continuous improvements and efficiencies in the client journey redesign process, enabling the successful end-to-end delivery of the client journey roadmaps to become truly agile, in collaboration with CPBB client journey teams, Business partners and T&I.
• Implement the Group-designed end-to-end metrics / performance management framework covering the tools, platforms, and delivery mechanisms for targeted impact consistent with client journeys, thereby delivering the Bank\xe2\x80\x99s/client groups\xe2\x80\x99 strategic priorities.
• Embed and initiate new ways of working \xe2\x80\x93 driving a change mindset locally, building capability on Agile ways of working, digital delivery, through applicable improvement frameworks.
• Able to develop communication and change management plans to scale up the continuous improvement agenda, aligning to that of Group\xe2\x80\x99s Transformation office.

Functional & Business Alignment

• Maintain strong stakeholder engagement with Group\xe2\x80\x99s Transformation Office, HR, Business, T&I, Risk & Compliance to ensure alignment across stakeholder groups to support the Transformation agenda.
• Ensure appropriate representation across the stakeholder groups in delivery forums.
• Escalate appropriately to ensure COO and other stakeholders are updated and able to intervene as required.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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 to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles. Fair Outcomes for Clients, Financial Crime Compliance, The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

People and Talent

• Champion and act as a role model of the Group\xe2\x80\x99s 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, ensuring everyone in Operations are drivers and owners of client outcomes.
• Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
• Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles.
• Ensure team structure/capacity is reviewed to enable delivery of client outcomes.
• Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.

Key Stakeholders

• Transformation office \xe2\x80\x93 especially Heads/Leads of Strategy and Transformation; Transformation Capabilities; Transformation Management and Continuous Improvement / Operational Excellence.
• Regional and Country COOs
• COO Journey Heads and Regional COOs
• Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc.

Our Ideal Candidate

• 5+ years of working experience in building Transformational capabilities (people, processes, and tools) and special transformation projects e.g. Service Excellence Forums, Enabling Customer Journeys .
• Deliver training and coaching to CPBB teams to adopt culture change and best practices, including but not limited to Agile, A3, Dynamic Work Design and Human Centred Design.
• Sound understanding of CPBB domain in areas of Products & Services
• Strong Stakeholder Management experience with ability to effectively communicate with peers and senior management.
• Create a prioritised set of backlogs of improvement areas, built in collaboration with business, front office and internal teams
• Align with Group\xe2\x80\x99s Transformation Office and implement the rollout of Improvement initiatives to ensure the habit of continuous improvement is embedded across CPBB

Role Specific Technical Competencies

• Manage Conduct
• Risk Management
• Manage People
• Crisis Management
• Managing Change
• Organizational Governance
• Business Process Improvement

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.

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