Head, Client Servicing Management & Transformation

JOB SUMMARY AND RESPONSIBILITIES

• Support the Market Head SEA, PvB in all aspects of his role, including coordinating and leveraging internal resources across the bank, as required. The job holder is expected to have a growth mindset and be able to diagnose efficiency opportunities, develop policies and solutions and able to execute the plan to a desired outcome. The right candidate brings a balance of structured thinking (being able to frame issues with the appropriate strategic analysis), execution focus (proposing and implementing pragmatic, actionable recommendations), and project management discipline (keeping the team and key stakeholders accountable to timelines and deliverables).

 General Management

• Be a trusted advisor to the Market Head SEA, PvB and a key conduit between him/her and their direct reports and teams. 
• The job holder needs to display exemplary trust and interpersonal skills as well as exceptional attention to detail and ability to prioritise and multi-task. 
• The holder must have excellent stakeholder management skills and is expected to partner with various Senior stakeholders.
• Influences Business Division and Business Function leaders as key stakeholders in setting and managing expectations
• Technical expert and known internally and externally as reliable, knowledgeable resource
• Ability to provide guidance/supervise junior members for problem solving; Coach team leads and enable them to lead their teams to build successful partnership with MHs, internal Stakeholders to drive client centricity.
• Leads team within a large part of a Business Division to develop, implement & achieve country/Business Function specific strategy and has influence on the broader Business Function performance in a country of high strategic importance
• Active involvement in crafting our transformation initiatives and ensuring the smooth execution across various teams and locations. 
• Actively collaborates with other Business Divisions (eg. COO office, Risk functions and WM) to identify gaps in existing offerings and processes. Be independent and resourceful to resolve issues with minimal guidance 
• Support delivery of consistent and high-quality service to Private Banking clients and facilitate a smooth working relationship of Front Office teams with support functions. 
• Work with Market Head SEA, PvB, and key stakeholders to deliver the People Agenda, through the team of “Happiness Advocates”. Energize the culture for PvB and improve the happiness factor at work through the 5Cs ( Commitment Conviction, Culture, Commitment & Confidence)
• Manage Front Office related initiatives (this includes new product launch, new platform and digital initiatives) to drive efficiency & improve the capacity of the team through:
  • Clear roles & responsibility definition
  • Resourcing review
  • Empowerment
  • Remove limiting rules and unnecessary bureaucracy
• Enable business values through client engagement/ feedback via Front Office and Operations transformation. To play a key role to ensure that voice of clients is translated to effective process in operations.
• Drive Best in class service through analysis of strategies from the results of clients’ surveys findings.
• Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management in collaboration with Business enablement team with PvB.
• Undertake specific business projects. 

Client Servicing & Infrastructures Management

• Work with Market Head SEA, PvB and key stakeholders in Private Banking to deliver the client journey and state vision ( best in class client experience) and embed the way of working within Private Banking 
• End to end accountability for front-office processes connected with client servicing execution 
• Evaluates situations using diverse range of internal and external sources (e.g. operation procedures, practices and standards) and translates strategy into tactics for own area of Business Function and country / region 
• Partners with other Business Divisions and / or Business Functions to identify emerging issues and resolve queries with minimal guidance.
• Identifies and resolves problems by applying professional expertise and experience to identify and select creative solutions / process improvements guided by global policy and practice
• Has a clear understanding of the Group’s products and segments and the related dependencies and how they fit with the relevant Country/ Business Function portfolio, risk strategy and regulatory implications
• Identify and create areas of competitive advantage in the servicing domain, including executing changes initiated by Group Private Banking,
• Proactive stakeholder management across Group Country Business, T & I, COO, Booking Centre Head, Compliance, Finance & Risk to ensure alignment across the organisation on delivering the end state vision. 
• Drive adoption of existing and future process and technology initiatives 
• Embed servicing related processes to align to Clients’ requirement while adhering to the bank’s Operational risk framework ( ORF)
• Deliver outcomes on standard metrics/ scorecard for servicing eg Productivity, accuracy, service levels, losses/ lapses, issues, residual risk acceptances and the ORF related to servicing.

People and Talent

• May hold some accountability for setting budgets for their department. This may be within a particular area, such as suppliers. Responsibility will generally focus on tracking costs against given budgets and providing input into budget planning. In consultation with their manager will allocate budget across teams (if required)
• 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. Drives learning and development of team members for talent pipelining and succession planning
• Develop a team structure to meet the needs of all stakeholders in line with our growth ambitions

Governance and risk management 

• Work closely with risk teams to ensure that the Market Head SEA, PvB is updated on the risk profile of the function including elevated risks.
• Develops and exercises policies and process at the Group-wide or regional level. May also be responsible for various projects at Group-wide or regional level to improve efficiencies.
• Takes the lead to drive change processes within the Bank through strong ability to influence.
• Leads and execute the delivery of a product or process that has a Global Business Function / Group-wide wide impact. Has significant impact to the Group’s strategy in a defined area through driving changes in policy and procedures in a specific area. 
• Ensure effective management of operational risks in the servicing and transacting journey for PvB clients in compliance with applicable internal policies and external laws and regulations.
• Responsible for embedding of Operational Risk Framework linked to journeys related to servicing and transacting in PvB, ensuring appropriate focus on High risk and Very High-risk issues.
• Responsible to minimise operational loss and audit failures and in conjunction with country and regional COOs, ensure appropriate focus on issues and resolutions in collaboration with business risk management
• Responsible for ensuring that direct reports execute responsibilities as outlined in the Group Operational Risk Framework.

(a) maintaining a strong and appropriate control environment covering PvB businesses

(b) 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.

• Responsible for review of services in accordance to the service level agreement signed with offshore centres or third-party suppliers for provision of services.
• Responsible for prompt escalation of issues, reporting of breaches etc for early resolution
• Accountable to own regulatory audit / inspections on COO teams in country as well as offshore service centres affecting the country through direct reports.
• Support all governance and remediation related activities and ensure proper compliance

Business Continuity Management

• Accountable to ensure BCM framework adequately supports the business strategy. Where necessary provide executive sponsorship for major BCM initiatives.

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles: Treating Clients fairly/ Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Regional/ Country PvB Business Head 
• Market Heads 
• Group PvB Journey Owners for Centre of Excellence domains
• Regional and Country COOs 
• Head, PvB Business Risk management 
• Head, Client Enablement and Utilities 
• Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc. 
• Country CIO/CTM where appropriate 

Other Responsibilities

• Embed here for good and the Group’s brand and values in Private Banking.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Our Ideal Candidate

•  15 years of Transformation and Front Office Support functions with 7 years in People Leader position
• Exemplary business acumen and interpersonal skills as well as exceptional attention to detail and ability to prioritise.
• Expert communication skills – oral, written and visual. 

  Tagged as: Retail Banking