Global Head, SME Operations, WRB

RESPONSIBILITIES

• Accountable for the end-to-end, best-in-class Operations for SME Banking Clients across the Client journeys of Onboarding, Servicing & Transacting, Wealth Management or Business risk management.
• Accountable for ensuring timeliness and quality of delivery by CIB Operations in the areas of client lifecycle management, cash management or trade operations to SME Banking clients.

Strategic Changes

• Contribute in the formulation of Operations strategy to ensure worldclass operations for SME Banking clients with emphasis on digital first client experience, data and analytics led risk management.
• Drive and deliver agreed strategic priorities in the Growth markets for SME Banking.
• Anticipate and provide solutions to complex strategic questions and manage numerous senior internal stakeholders within the Group.
• Where specific subject matter expertise is required, bring together and facilitate the optimal outcome for the countries and communicate it in a clear and compelling way to key stakeholders.
• This role requires strong leadership and stakeholder management across Group, country, region/clusters, country business, CIB, TTO, Frontline, Compliance, Finance and Risk to ensure alignment across organisation on processes and projects relevant to SME Operations and delivering the end state vision
• Lead and collaborate with SME leads in the Centre of excellence of client journeys to ensure that the right operating model and changes are executed for Business as usual changes like portfolio acquisition from CIB or external and strategic partnerships to ensure that the operating schema is fit for purpose.
• To ensure that the cost to serve is optimal by being the single focal point to ensure cost allocation strategies from service providers to this segment are appropriate and devising models and gaining acceptance from stakeholders.

Risk Management

• Transform operational reporting into analytical reporting that proactively identifies risk indicators in SME Operations
• Actively contribute to the overhaul of the Operational Risk Framework (ORF) for the processes with a focus on ensuring that the processes are operating effectively within the WRB risk appetite
• Proactively challenge, change and contribute to the process and DOI design ensuring compliance to Group and Segment procedures 

Client Focus

• Working with countries and CIB, drive client’s digital adoption of S2B
• Working with CIB and client servicing group, establish mechanisms to identify key customer pain points and design/ drive solutions to address and reduce client complaints
• Work closely with other business, hives and functional leads to ensure effective communications.

Operations Efficiency

• Establish tools for measurement and oversee reporting of key operational efficiency indicators such as
  • Client Account opening Turnaround time
  • Capacity management
  • Productivity management
  • Digital adoption of products and services
• Work closely with GBS, Countries and CLM Operations of CIB to ensure appropriate levels of hubbing operations are achieved and that the outsourced hub is meeting the levels of service expected
• Work with CIB counterparts to ensure that the best in class operating services are offered for Trade, Cash and FX products
• To work with WRB group and country stakeholders to design the optimum data model for SME.

People

• Employ, engage and retain a high quality diverse workforce, with succession planning for critical roles.
• 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, 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.
• Proactively review team structure/skills and capacity as resource demand (quantum & skill-set) evolves.
• Lead a performance management process to ensure direct reports have defined responsibilities and objectives; transparent and balanced feedback; and clear and achievable career aspirations
   

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.
• Work with the team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; The Right Environment 
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• SME MT members
• WRB COO MT members 
• WRB key 2LOD members including Compliance, Operational risk
• Operations Heads in CIB, GBS locations and countries
• Domain leads (both CIB and WRB)
• Group BRM 

Other Responsibilities

• Embed Here for good and Group’s brand and values in WRB COO team 
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
   

Our Ideal Candidate

• At least 10+ years experience in Financial Services industry with 5+ years experience in Corporate Banking or SME Banking operations
• Product knowledge – Cash and Trade products and operations
• Educational background – Post-Graduate or equivalent
• Prior Multinational company experience in the areas of Consulting for Financial Services or Auditing/Analyst in Big 4 accounting in the areas of Trade Working capital/ Cash/ Trade operations
• Strong Data analytics skills
• Strong Communication skills – Mastery in English (oral, written and presentations)
• Strong leadership skills – ability/ proven credentials to work with ambiguity
• Strong execution skills with experience in dealing with complex issues across multiple jurisdictions and a several senior stakeholders
• Ability to make connections between seemingly disparate parts, ability to identify risks and opportunities 
• Strong Project planning and management skills

Role Specific Technical Competencies

• Product knowledge – Trade working capital/ Cash & Trade products
• Operations Management
• Project Management
• Data analytics
• Credit knowledge (specific to Corporate or SME clients)

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.