Country Head, RB Client Servicing & Transacting Job at Standard Chartered Bank

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit.  It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good.

We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The role holder is accountable for co-owning and delivering the end-to-end, best-in-class transacting and servicing client journey for Retail Banking clients. The role holder is expected to align the client journey objectives to RB’s strategic agenda and be responsible for identifying and creating areas of competitive advantage in the transacting and servicing domain, including change management within the domain. The role holder should also support the RB COO, Servicing & Transacting in coordinating and resolving trade-offs between competing priorities by closely working with Group RB Client Journey Heads, Group COO Journey Heads, Zambia COO and Southern Africa COO, Retail Products and Segments, Digital and Distribution teams in the Group and Country teams, Functional partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit etc.

• Responsible and accountable for designing the end-state vision of the transacting and servicing client journey and setting the framework and organisational structure to deliver this experience. Embed digitisation principles in redesigning processes for straight-through-processing whenever possible.
• The role requires strong stakeholder management across Group, country, region, country business, T&I, frontline, Call Centre, Compliance, Finance and Risk to ensure alignment across organisation on target state architecture and to deliver the end-state vision. This includes prioritising initiatives and decisions related to the scope across different markets, product requirements while maintaining strict oversight over investment funding within the journey.
• Drive adoption of existing and future process and technology initiatives.
• Own end-to-end accountability of Operations team supporting the transaction and servicing element in Regions/ Countries for Retail Banking clients.
• In partnership with Southern Regional COO, Servicing & Transacting and Business Heads to articulate a forward-looking view of emerging industry trends and regulations to develop a platform consistent with the Bank’s and business’ strategic ambition.
• Redesign and embed Transacting and Servicing-related processes aligning to Clients’ requirements while adhering to the Bank’s Operational Risk Framework (“ORF”) and develop control measures to ensure processes are functional.
• Deliver outcomes on standard metrics/scorecard for transacting and servicing, e.g., productivity, accuracy, service levels, losses / lapses, issues, and the Operational Risk Framework (“ORF”) related to transacting and servicing.
• Work with Regional/Cluster/country RB Operations heads to agree on regional and country priorities, and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
• Responsible and accountable for wealth operations process design for retail clients.

Business Strategy, Operations & Infrastructure

• Continuously improve productivity and efficiency of operations and drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business.
• Prioritise business operating issues including the capability to deliver new products with control and efficiency on platforms which are consistent with core architecture. Oversee the prioritisation, design and management of significant change initiatives in the transacting and servicing space.
• Accountable to drive a balance of alignment and automation, de-coupling especially minimizing dependencies that are blocking or slowing down client service through architectural changes in the transacting and servicing journey
• Use of data analysis and leverage on best-in-class market capabilities (e.g. predictive modelling, AI, digitisation, and other emerging technologies to deliver a best-in-class transacting and servicing experience
• Work closely with the regional and country COOs and Retail Banking business heads to deliver business and regional strategy while ensuring strong controls, processes, governance, and risk management.
• Work with the Retail Banking Management Team to maintain rigorous cost and investment discipline across the business. Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management.
• Where appropriate support the regional RB COOs in critical regional projects, including Merger & Acquisition activity and regulatory projects.
• Drive and embed agile ways of working in the operating rhythm of the Transacting & Servicing journey and rapid MVPs for speed to market and superior client delivery
• Overall responsibility to roll out end-to-end client journeys by launching them in key RB markets. Evaluate systems, processes, tech platforms and functionalities in compliance with regulatory and internal policy requirements as well as related procedures
• Drive the 5 tenets of Operations in the organisation
• Drive ideation around country innovations and enhancements to the digitisation and emerging technologies that give real-time decisive client outcomes
• Where deployment of client journeys is not applicable, enable rollout of specific country/ region based solutions and Rapid Experiments. The objective is to ensure alignment for maximum ROI (Return On Investment) and superior client experience

• Ensure there is a framework for effective management of operational risks in the transacting and servicing journey for Retail Banking clients and in compliance with applicable internal policies and external laws and regulations across our markets.
• Responsible for the embedding of Operational Risk Framework linked to journeys related to transacting and servicing in Retail Banking, ensuring an appropriate focus on High risk and Very High-risk issues.
• Responsible for minimising operational loss and audit failures and in conjunction with the country and regional COOs, and RB Heads to ensure appropriate focus on issues and resolutions in collaboration with business risk management
• Work with the relevant NFRCs to ensure processes for transacting and servicing for retail clients are fit for purpose and meet regulatory requirements.
• As a member of the Retail Banking COO Management Team, ensure that direct reports execute responsibilities as outlined in the Group Operational Risk Framework.
  • maintaining a strong and appropriate control environment covering Retail Banking businesses
  • Restricting business if existing infrastructure and processes, capacity or capability are not fit to execute business within operational risk tolerance, regulatory standards or growth aspirations.
• Accountable to own regulatory audit/inspections on COO teams in country/region as well as offshore service centres through direct reports. Represent the bank as appropriate to regulators.
• Responsible for delivering ‘effective governance’; ability to challenge fellow executives effectively; and willingness to work with regulators in an open and cooperative manner

Business Continuity Management:

• Accountable to ensure BCM framework adequately supports the business strategy. Support BCM initiatives and escalate shortcomings as appropriate and ensure adequate attention is paid to address them.

• 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 to achieve the outcomes set out in the Bank’s 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.

• Champion and act as a role model of the Group’s values and culture in the country
• 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.
• Develop a team structure to meet the needs of all stakeholders in line with COO expectations

• CEO,
• Retail Banking MT, Southern Cluster RB Client Journey Heads and Group RB Journey Owners
• Regional and Country COOs,
• RB COO Journey Heads and Regional RB COOs
• Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc.
• Country Head GBS
• Country CTMs
• Regulators including PRA, FCA, MAS, HKMA and other local regulators where appropriate
• Banking Associations and industry partners

• MinAcademic or Professional Education/Qualifications: As per the Bank’s requirements and HR policy
• Language: English