Head, FM Revenue Tech Support

JOB SUMMARY

• As Head, Markets Revenue Production management, this individual will be responsible for the on-going stability of the key platforms supporting one of the major revenue generating businesses for Standard Chartered.  Based in Singapore, this individual will lead a team spanning five countries providing best-in-class support to maintain maximum up time for our services.
• The Head, Markets Revenue Production management is responsible for delivering consistent stability, resiliency, efficiency, performance and availability across the portfolio of revenue applications with an engineering approach. Governance, Service Management, Infrastructure availability and Risk & Control.

RESPONSIBILITIES

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role.
• Develop and implement the priorities for Markets to continuously improve Revenue production services and provide an ‘always on’ service.
• Deliver the Revenue Production Services around client service, risk, cost, people, security & technology.
• Partner with development teams to define standards and ensure that applications are designed with scale, resilience, and performance in mind.
• Continually uplift monitoring capabilities based on potential and historic failure points.
• Responsible for meeting latency and performance expectation via monitoring, provisioning, and configuration.  
• Not just meet expectations, but to identify and improve on the end-to-end transactional flow’s performance experienced by customers. 
• Set targets for all the key regular customer transactions and for less common services to identify areas of focus including eliminating all manual and repeat operation activities, self-healing, a chatbot for low priority incidents.
• Enhancing application and infrastructure scalability based on on-going capacity management with an aim to reduce the need for capacity reviews using monitoring and auto-scale properties.

Business

• Awareness and understanding of the wider business, economic and market environment in which the group operates.
• Have good experience of customer facing e-Commerce FX platforms. 
• Be responsible for the delivery of SLA and OLA expectations around the operability and reliability of our production platforms to the next generation, where our customers expect a 24x7x365 digital service offering. 
• Implement service improvement programmes to reduce avoidable incidents, drive down service recovery times, automate manual processes, and generally improve the stability of applications.
• Govern, own, manage, monitor, and optimize the reliability and overall health of all Risk environments. 
• Break fixes to improve availability based on outcomes from thematic reviews.
• Actively manage production services costs within budget.

Processes

• Ensure compliance with the Application support process within Markets technology.
• Drive optimal vendor relationship management ensuring they are appropriately managed and deliver value.

People & Talent 

• Drive a more efficient target operating model and enhance the existing capabilities of the team. Augmenting away from traditional application alignments to a SRE structure embracing engineering approach to production services.
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Attract, employ, engage, and retain high quality people.
• Ensure teams have the correct tools needed to troubleshoot issues quickly.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

• Assist in identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures.
• Ensure support procedures are in place and adhere to Group Security & Audit policies within Markets.

Governance 

• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and
• Willingness to work with any local regulators in an open and cooperative manner.

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

Key Stakeholders

• Global Head, FM Production Management 
• Global Head, FMIT eCommerce
• CIO, Financial Markets
• Group Internal Audit
• Operational Risk 

Other Responsibilities

• Embed Here for good and Group’s brand and values in Financial Markets Production Support  Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Our Ideal Candidate

• This role would require 10+ years of relevant experience, covering the implementation of transformation strategy within technology organisations, part of which is operating at the Group level of sizeable international companies, ideally with experience in the finance sector covering Financial Markets products. International exposure, ability to handle cultural diversity and developing high performers are essential to this role.
• Relevant degree in the area of Computer Science and evidence of continuous professional development in an IT role. Proven experience in having driven stability across the technology platforms through Preventive, Proactive and Predictive monitoring capabilities. Excellent knowledge of various technology platforms (which includes databases, OS and messaging technologies). 

Role Specific Technical Competencies

• Agile methodologies/Practises
• Cloud technologies such as AWS, Azure, Google, Kubernetes, OpenShift, Docker, etc
• Software Engineering practises 
• ITIL Framework
• SRE
• E-Commerce domain knowledge
   

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.