Job Summary

The Service Management Office (SMO) Business Partner plays a critical role in ensuring the Bank’s Service Catalogue are updated and it reflect the Bank’s actual business as usual (“BAU”). This role serves as a bridge between the SMO and various business units and functions, fostering strong relationships and execute the service management processes effectively and efficiently to meet business and regulatory needs. 

Key Responsibilities

Strategy 
Collaborate with business and function leaders to align service strategies with business objectives. Participate and understand the strategic planning and contribute to the development of the business roadmaps. Identify opportunities for enhancing service delivery processes. Implement best practices and continuous improvement initiatives to optimize service management.

Business
•    Execute service management processes, i.e. updates to taxonomy and descriptors, mapping BFSL6 to service catalogue, coordinating approvals, publish changes
•    Establish data quality standards
•    Ensure & maintain integration from Golden Sources to Service Catalogue 
•    Ensure a complete view of services and that it can be linked to products, legal entities etc
•    Define and maintain mapping rules between Golden sources to Service Catalogue, ensure mapping accuracy and data quality
•    Execute exception mapping process between operational assets and services where the sustainable mapping rules cannot be applied
•    Ensure all services are costed
•    Ensure changes to BSFL6 finance codes are mapped to Service Catalogue
•    Flag irregularities in service costing

Processes
•    Produce regular reports on service performance, highlighting key metrics and areas for improvement. Provide insights and recommendations to senior management.
•    Define, implement, and enforce Service Standards and Controls
•    Ensure that standards and controls stay compliant with internal and regulatory requirements
•    Define SLA/KPIs frameworks and standards
•    Ensure changes to SLA/KPIs meet standards 
•    Support GCD with any material transactions and BAU restructuring by providing validated service data from the service catalogue

•    Define services in scope and extract service data leveraging the service catalogue to support feasibility assessments and TSA drafting requirements from GCD/RRP
•    Track and report TSA performance against agreed SLAs to the agreed forum
•    Escalate any TSA service performance disputes for remediation through the appropriate forums

People & Talent
•    Ongoing updates to training material, standards, frameworks and deliver training for Ecosystem Partners for SMO related capabilities

Risk Management
•    Assess and manage risks associated with service management processes delivery. Develop and implement mitigation strategies to ensure business continuity.

Governance
•    Support the implementation of services change within Business and Functions and facilitate communication and training for relevant stakeholders as needed. 
•    Ensure the maintenance of Business and Function services record comply with relevant regulations, standards, and policies. Maintain documentation and support audits as required.
•    Chair the service governance forums, facilitate the discussion set agenda, and drive actions
•    Monitor financial and non-financial risks and escalate issues to the relevant forums
•    Conduct periodic review of service performance, costs, and underlying operational assets
•    Coordinate, manage, and escalate any service-related disputes for remediation
•    Provide evidence to support service disputes

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 T&O Resilience to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
•    Head, Group Resilience
•    Programme Director, Phoenix
•    All Business and Function Head and Service Owners
•    Head, Group Corporate Development

Other Responsibilities
Embed Here for good and Group’s brand and values in Group Resilience; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats) 

Qualifications

•    Bachelor’s degree from a reputable university
•    Minimum of 10+ years’ experience in banking field, with proven track record in project / initiative implementation, business analyst skills and generally getting things done with the flexibility to adapt
•    Knowledge of Banks policies and procedures relating to change management and key risk areas/risk types such as data quality would be an added advantage
•    Good stakeholder management and collaboration skills geographies and lines of business, 
•    Highly disciplined and structured with an outcome oriented and logical mindset and approach
•    Able to work independently and also as part of a team
•    Strong analytical skills, interpersonal and communication skills. 
•    Able to handle multi-tasks, manage time effectively and perform under pressure and able to work at flexible hours 

Skills and Experience

•    Process Modelling
•    Reporting and analytics
•    Automation
•    Risk and compliance management
•    ITSM Software 

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.