Lead, Digital Affluent Journeys

JOB SUMMARY

• This JD outlines the expectations for an executive in our Digital team responsible for shaping the design, leading the development and  implementation of key digital agenda in the Affluent space. Pre-dominantly this includes implementing a Customer Relationship Management (CRM) application for front office staff and shaping the digital design of related journeys 
• This role is pivotal in overseeing the estate of solutions focusing on delivering differentiating capabilities customer and relationship manager centric capabilities in our global footprint and will lead a team of product owners and work with to execute the strategic transformation agenda such as convergence, capabilities enhancement and scalability. 
• This role requires a keen understanding of what the focus activities of a relationship manager or front office staff are in Wealth Retail Bank (WRB), key product solutions and processes such as wealth products and an appreciation of the applicable regulations and policies for a relationship manager’s actvities. The role will work closely with Technology teams and WRB market teams and require the ability to operate in a cross functional, international set-up. 

Strategy

• Define CRM digital capability strategies in order to retain and deepen customer wallet share, acquire new customers, enable 360 customer view, performance tracking and opportunity management for a relationship manager 
• Maximize and leverage our investments in the field of CRM Solutions to achieve significant convergence and simplification, ensure scalability and resilience of our solution and adhere to the defined risk appetite and compliance imperatives. 
• Align strategic initiatives and direction with segment and market leaders, functions, and peers to ensure strong execution and value creation through efficiency and customer engagement development for relationship managers. 
• Define data and automation strategies to significantly modernize and transform capabilities and strategies in the area of responsibility. 
• Engage with technology leaders to select strategic target solutions and define enhancement plans
• In collaboration with segment, market and product teams, shape the design of digital journeys for our Affluent clients and relationship managers
   

Business

• Oversee the existing estate of CRM applications and solutions focusing on but not limited relationship managers 
• Deliver continuous assessment of CRM processes and define clear improvement vision aligned with clear goals and KPIs. 
• Organize and execute adoption and enhancement strategies aligned with critical user groups, understanding diversity requirements of markets and segment while continuously fostering a customer centric culture across the organization 
• Prioritize, support, and deliver customers and user journeys across CRM applications and solutions. 
• Maintain and monitor CRM applications to ensure adherence to risk and financial appetite aligned with segments and markets strategies. 
• Manage and oversee the overall backlog of the squads numbering approximately 100 people, ensuring strong alignment with critical stakeholders and peers. 
• Deliver critical features enhancements and capabilities delivery in strong collaboration with end users and with aligned with customer or user research 
• Define, track, and analyze critical usage and engagement dashboard in relation to the applicable journeys. 
• Manage and oversee overall CRM backlog ensuring execution certainty and delivery efficiency

Process 

• Ensure delivery and maintenance of critical solutions is aligned with Financial and Risk appetite. 
• Adhere to the organization governance structure regarding risk management and decision-making process. 
• Lead an engagement operating rhythm which facilitates strong and effective collaboration across segments, markets, domains, and functional partners to deliver the CRM agenda. 
• Actively attend and contribute to critical committees and forums to support the overall organization 
• Review and address critical gaps and deficiencies in risk management, cybersecurity, cost discipline. 
• Define, track, and analyze critical usage and engagement dashboard regarding CRM applications and solutions

People & Talent 

• Lead and develop a high performing team, setting clear goals and expectations for the team while fostering a culture of innovation, excellence, collaboration, client centricity, inclusivity and accountability. 
• Build strong relationships with cross functional teams and stakeholders to facilitate the achievement of the objectives set

Risk Management

• Responsible for identifying, assessing, monitoring, and putting in place appropriate controls and measures to mitigate the risks in the environment we operate in.
• Create, enhance, and drive awareness and understanding of the main risks and the role the individual plays in managing them. 
• Ensure adequate and appropriate systems and controls are in compliance with the Group’s policies, standards, procedures for all risk types as identified by the Group 

Governance 

• Maintain awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role. 
• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas. 
• Responsible for delivering effective governance as the first line of defence and collaborate closely with the second and third line of defence to ensure well controlled ecosystem, meeting the requisite governance standards established within the Bank. 
   

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

• Group and Country Distribution teams for WRB 
• Group and Country Affluent teams for WRB 
• Group and Country Wealth Solutions & Retail Products teams for WRB
• Global and Country Technology teams for WRB
• Global and Country COO teams for WRB 
• Group and Country Digital teams for WRB 
• Group and Country Data & Analytics teams for WRB 
• Group and Country Compliance teams for WRB
• Group and Country Operational Risk teams for WRB
• Group and Country Audit teams for WRB

Our Ideal Candidate :

Experience 

• Overall 15+ years of experience in CRM or Affluent focused business areas with 8+ years in a leadership role.  
• Proven track record of working effectively to achieve outcomes with cross functional teams in a global and complex organisations
• Proven track record in delivering or landing complex and large business-technology change on the ground
• In depth understanding of core business processes and associated technical solutions in the area of CRM and associated areas
• Knowledge of the regulatory requirements in the financial sector, especially those related to wealth and retail sales activities. 
• Strong strategic acumen coupled with strong execution experience and the ability to articulate the vision
• Bachelor’s degree in Finance, Business, Economics or a related field. 

Personal 

• Strategic thinker with the ability to translate vision into an actionable plan
• Strong leadership and team management and development skills 
• Strong stakeholder and inter-personal management and collaborative skills. 
• Strong communication skills both written and verbal
• Strong ability to execute digital transformation in an agile way of working
• Strong ability to work independently in leading, providing guidance or solutions 
• Is proactive, anticipatory and forward looking

Role Specific Technical Competencies

• Customer Relationship Management applications and related technologies
• Channel Operations – Branch, Contact Centre, Human Assisted / RM
• Agile transformation & delivery
   

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you’ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers