JOB SUMMARY

This position oversees the digital client experience for retail and wealth products. The individual in this role is responsible for designing, managing, and implementing end-to-end client journey-related policies and processes. The goal is to ensure that relevant policies are effectively executed and to enhance client satisfaction.

RESPONSIBILITIES

Strategy
•    Represent good process design principles in programme activities, design sessions and decision making.
•    Provide clear guidance to stakeholders around good process design and how to apply process design principles to design work  

Business
•    Collaborate with multiple stakeholders to develop feasible process designs that can be successfully operationalized and deliver quality outcomes, including customer experience, turnaround times, service level agreements, and risk mitigation.
•    Validate process designs across various streams, ensuring alignment with overall process design principles and standards.
•    Identify opportunities for process standardization, automation, and streamlining as part of design activities.
Processes
•    Review process documentation produced by colleagues to ensure a consistent approach to process modelling across the entire process universe.
•    Provide constructive feedback and design support to ensure that design decisions contribute to high-quality process design outcomes.
People & Talent
•    Effective team player and collaborator
•    Strong personal integrity
•    Strong written and verbal communication skills
•    Can effectively communicate business and technical information across the organization, being sensitive to the needs of unique audience.

Risk Management
•    Ensure adherence to risk management framework.
•    Ensure Business comply policies and regulatory requirement.

Governance
•    Oversee & track implementation timelines, resolve impediments / blockers, ensure change communication & transition 
•    Very good understanding of change management and project management.
•    Keeping project team well informed of the design and execution dependencies within the programme and outside the programme
•    Identify, analyse, prepare risk mitigation tactics and manage anticipated resistances.

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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. 
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles 

Key Stakeholders

•    Business Process Owners
•    Business Unit Heads
•    Country stakeholders: Retail and Wealth Products, Marketing, Affluent and etc.  
•    Technology Teams

Qualification
•    Education     A bachelor’s degree in any discipline
•    At least 5 years of working experience in financial services or digital-related industry.    
•    Certifications     Must have experience in designing customer processes for large organizations.
•    Strong foundation in statistics and mathematics, with expertise in data analysis tools. Proficiency in data visualization and storytelling techniques.
•    Strong project management experience is highly valued.
•    Ability to think strategically and creatively with strong problem-solving skills. Proactive and self-motivated learner.
•    Excellent communication and interpersonal skills, with proven experience in stakeholder management.
•    Languages     Chinese & English

Role Specific Technical Competencies
•    Data Analysis
•    Client Experience

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months 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.