Job : Institutional Banking
Primary Location : Asia-Singapore-Singapore
Schedule : Full-time
Employee Status : Permanent
Posting Date : 08/Mar/2023, 4:09:47 AM
Unposting Date : Ongoing


Role Responsibilities
Product Owner for Digital Servicing gets to redefine what service could be in the digital age. Putting client at the centre and aiming to create a scalable \xe2\x80\x9cwow\xe2\x80\x9d experience using multitude of digital tools are the primary objectives of this role. Strength in delivery, end-to-end product management mindset and data-driven decisions are key towards being successful in this role. Responsibilities

• Responsible for launching Digital Servicing tools (e.g., chatbot, contextual overlays, self-service tools, live chat, contact centre SAAS) solution on the S2B NextGen platform.
• Set global AI annotation principles to be adhered to by all markets in scope.
• Improve chatbot resolution rate by way of model training.
• Deliver chatbot microservices & support centre improvement across various markets.
• Maintain a single knowledge database to ensure product and services information are up to date.
• Engage client-facing teams and subject matter experts to enhance digital servicing tools.
• Ensure the discipline of issue escalation with swift resolution to avoid reputational risk.
• Adopt data-driven mindset to run the annotation team in the most efficient and impactful manner.
• Review applicable internal policies and procedures to prevent gaps against risk governance framework.
• Engage actively with the product, implementation & client management, legal, compliance, operations and sales teams to create awareness of the new product features and encourage a participative attitude to elicit critical business requirements and ensure overall acceptance of the new process flows and the system functionalities.
• Maintain awareness of relevant trends and developments in the market, in client feedback and requests, in technology, and in the Bank\xe2\x80\x99s products and services.
• Evaluate and benchmark the bank\xe2\x80\x99s digital capabilities to identify and priorities opportunities to grow volumes, revenue and digital adoption.
• Maintain product capabilities information up-to-date and professionally documented for both internal and external audience, ensuring the available features and services are correctly suited to clients.

Strategy

• DCDA - Digital North Star

Business

• CCIB

Processes

• Agile and new-Ways-of-Working.

People & Talent

• Be brave, be the change; Think client; Live with integrity.

Risk Management

• Strong sense of balance between Risk and Innovation.

Governance

• Adherence to manage backlog via Refinement Forum.

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.

Key stakeholders

• CCIB, Client Coverage, Client Services Group, Transaction Banking, Financial Markets, PSS, TTO, Integrated Middle Office, CFCC, DCDA.

Our Ideal Candidate

• An established practitioner in agile methodology with deep understanding of the agile processes and ceremonies.
• 6 + Years of Working Experience and first-hand experience in developing POCs and working solutions leveraging innovative client-facing technologies such as Chatbots, Artificial Intelligence, IVR, Live chat, NLP, mobile apps etc.
• Proven track record in getting the best out of Technology teams, managing large programs, drafting business cases, handling large investment budgets and chairing steering committees.
• Strong analytical skills, with the ability to identify business questions, analyse data, draw conclusions, and develop actionable recommendation.
• A digital-first mindset and ability to spot opportunities and identify problems and solve them through digital thinking.
• Self-starter, able to handle multiple competing priorities and operate successfully in a lean, fast-paced organization.
• Knowledge in API, JSON, HTML, WordPress would be valuable

Role Specific Technical Competencies

• Experience Relevancy on Digital Servicing Tools.
• Subject matter expertise (Chatbot, AI, IVR, Live chat, NLP).
• Agile methodology familiarity.
• Digital mindset (attitude towards innovation).
• Willingness to learn new technology.
• Self-starter / Independence, taking initiative with less supervision.

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