Job Description

Role Responsibilities

• This role supports and executes the following under the direction of Director Client Service Strategy and Initiatives

Strategy
The TB Cash Client Service Management function reports to TB Cash COO. The Client Service Strategy and Initiatives role focuses on delivering our Client Service strategy by supporting and executing key initiatives across client service that better support our frontline Service teams; this includes:

• Drive a unified metrics and data strategy across servicing functions including governance processes
• Work with respective Risk and Governance team on a framework for servicing roles, including review of higher risk Service processes to drive consistency (e.g. client authentication, reduction of data leakages) and self-audits.
• Collaborating with service teams to develop and deploy capacity analysis, location strategy and resource deployment
• Supporting transformation and process improvement initiatives

Business

• Drive the execution of the Service model across Cash Client Service to ensure holistic, E2E service approach for clients
• Ensure alignment with the design of the service model and the strategic initiatives which will be interlinked across the Service teams within Cash and across CCIB
• Support key strategic, global initiatives as identified (e.g. Training and development)
• Identify opportunities to optimise the target Service operating model and its processes - driving improved client engagement effectiveness and organisational efficiency
• Ensure strong awareness of key operating model changes impacting clients, Service team and the broader teams
• Support the wider team on executing the team\'s strategic priorities.

Processes

• Optimise service processes to support target operating model short-term, medium-term and end state

Risk Management

• Manage changes and reporting in line with all relevant risk management frameworks, where applicable

Governance

• Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role
• Deliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required

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.
• Support 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 Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Cash Client Service Leadership and teams
• TB COO and Business Heads
• TB Product Service Heads
• CCIB CX Heads
• Other CCIB Service stakeholders
• GBS Product Heads
• Risk, Legal, Audit and Compliance, where relevant

Other Responsibilities

• Embed Here for good and Group\'s brand and values in Cash Client Services;

Our Ideal Candidate

• 3 + years\' experience in Change & Project Management in the Banking space
• Expertise in Data analysis and interpretation
• Proficient in MS Office tools - Excel & Powerpoint

Role Specific Technical Competencies

• Problem Solving and Analytical Thinking
• Effective Communications
• Managing Change
• Project Management
• Stakeholder 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

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