About Standard Chartered 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 Responsibilities The purpose of the role is to provide leadership of the UK servicing and transactional teams to deliver best in class client service and transaction execution for Private Banking (PvB) Clients advised out of or booked into the UK.
Business Strategy, Operations & Infrastructure
Leadership of the Client Servicing and Transacting team (approximately 55 FTE) with end to end responsibility for all UK processes connected with client servicing or transaction execution.
Working with the Global Head of Client Servicing and Transacting and Regional COO to deliver the client journey end state vision (best in class client experience) and embed this way of working within Private Banking.
Identifying and creating areas of competitive advantage in the Servicing and Transacting domain. Driving ideation, innovation and enhancements for digitisation and adoption of relevant emerging technologies. Executing change.
Proactive and collaborative stakeholder management across Group and Country Frontline, Compliance, Finance and Risk.
Delivering outcomes consistent with standard metrics/scorecard for Servicing and Transacting (e.g. productivity, accuracy, service levels, losses / lapses, issue resolution times).
Maintaining rigorous cost and investment discipline across the function. Ensuring appropriate prioritisation of issues around risk, control, investment, people, projects, and change management.
Driving and embedding agile ways of working in the operating rhythm of the Servicing and Transacting journey for speed to market and superior client delivery.
Reviewing services in accordance with agreed service levels (offshore centres or third-party suppliers for provision of service).
Provide effective management of operational risks within the Transacting & Servicing client journey for PvB clients in compliance with applicable internal policies and external laws and regulations.
Minimise operational losses and/or audit failures and, in conjunction with country and regional COOs, ensure appropriate focus on issues and resolution.
Maintain a strong and appropriate control environment covering PvB businesses.
Escalate issues and report breaches etc promptly for early resolution.
Ensure Business Continuity 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.
People and Talent
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.
Regional/ Country PvB Business Head
Group PvB Journey Owners and Centre of Excellence Domain leads (Client Journey squad leaders)
Regional and Country COOs
Head, PvB Business Risk management
Head, Business Enablement and Utilities
Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc.
Country CIO/CTM where appropriate
Our Ideal Candidate
Academic or Professional Education/Qualifications commensurate with a senior financial services role
Relevant experience working within a middle office or operational function in support of wealth management and/or the private banking industry
Excellent written and presentational skills
Demonstrable track record of managing successful teams
Apply now to join the Bank for those with big career ambitions.
Internal Number: 6476769
About Standard Chartered Bank
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