Client Implementation Manager, Global Implementation

Roles & Responsibilities

JOB SUMMARY

• Global Implementation is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. The team serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products.
• The Implementation Manager is responsible for ensuring the end-to-end delivery of the TB solution, including helping with relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to help accelerate revenue realisation. This role is responsible to drive and execute the strategy of TB Global Implementation across, process and technology while working closely with Regional/Global Head on ensuring the end-to-end delivery of the TB solution, including helping with relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to help accelerate revenue realisation.

RESPONSIBILITIES

Strategy

• Supports the Global Implementation Strategy and actively participates in identifying opportunities to uplift and/or re-establish the profile/identity of the Global Implementations team
• Drive the roll-out of Client Implementation Harmonization
• Provides key inputs to identify and participates in defining Global Implementation initiatives and hub location strategy
• Lead the development of frameworks and/or redesigning of processes, systems, and operating models
• Continuous engagement in collaboration with Product/Channels in the designing of a suite of capabilities and services
• Help drive focused client sessions with Sales, Coverage, Product, and other partners to position overall propositions
• Help to drive strategic initiatives from Global Implementation function
• Help develop regular connect sessions with Clients, including participating in various client forums/events/conferences
• Drives strategic plan/roadmap of client deal management

Business

• Ensure a continuous improvement model is adopted to drive efficiency, including harmonization with support partners, and extended Global Implementation team
• Help identify and drive opportunities to streamline processes to improve client experience, including collaborating with functional partners
• Help identify opportunities to improve existing operating model, including the current resourcing and client footprint strategy
• Help develop an approach to build bench strength within the Global TB Implementation team in Bangalore

Processes

• Ensures effective and disciplined usage of the Implementation Management system for self and team
• Helps drive the discipline of Client + Project Management across the team
• Has product knowledge in both cash and trade
• Ability to manage ambiguity in uncertain situations and escalates in a timely manner
• Provides inputs to strategize the implementation of key deals or co-created deals
• Proactive client deal management, including providing key inputs into solutions for the clients
• Drive the team to achieve improved implementation cycle time
• Manages implementation for high profile deals (RFP, global/regional mandates)
• Knowledge in identifying cross-sell opportunities
• Provide support to Regional Head/Lead and/or Country Head/Lead in driving an integrated approach with partners to capture client feedback opportunities
• Provide key inputs for management packs, with opportunities to present in management forums on behalf of Regional Head/Lead and/or Country Head/Lead
• Help drive post implementation activities, including:
• Post Implementation Surveys / client testimonials
• Sharing constructive client feedback with relevant partners
• Provide RFP/RFI responses on the implementation component as part of the Deal team
• Collaborate with Sales, Product Management, Product Development, Channel Management, Technology and Operations teams for the solution designs
• Conduct critical reviews on deal handover, validate deal size, expected revenue and deal requirements
• Develop and nurture client relationships to ensure the products and services remains aligned to client needs
• Provide technical feedback as required to Product Owners and/or distribution teams for continuous iteration of product development
• Project Management of the end-to-end implementation cycle (incl. technical discussions, execution of documentation, ERP integration, liquidity and limit set up, planning testing and training, onboarding)
• Work closely with clients and Product Management during the project requirement gathering, developing technical solutions, system integrations, user testing and training
• Seamlessly transition the implemented product and services to service teams for BAU client servicing
• Help drive sustainability when considering processes, systems, and operating model
• Work with Technology and Operations to design and implement platforms/ecosystem to support TB products
• Where applicable, understand emerging technologies and innovations to help improve product offerings to meet evolving client needs
• Work closely with external partners to support clients in their digitization journey, ensuring efficient implementation experience for the clients
• Engage in discussions regarding emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify / improve business processes

People & Talent

• Support a safe, inclusive, and collaborative environment for all team members
• Promote growth and development with direct reports including actively tracking progress (where applicable)
• Encourage open and regular transparent conversations, including two-way feedback loops
• Provide ongoing mentorship and guidance (where applicable)
• Embrace and promote a data driven culture
• Help create a culture of trust and continuous learning mindset
• Provide key inputs into team training plans, awards, etc.
• Provide key inputs to equip the team with the necessary skills to run deals independently (where applicable)
• Help foster a safe environment to encourage team members to be brave and speak out

Risk Management

• Support the holistic data management framework for Implementation Management system
• Ensure adherence to all local regulatory, legal and compliance requirements
• Proactive risk management; includes delivery + operational risks

Governance

• Adherence to all bank’s policy and standards, including eLearning courses for direct reports (where applicable)
• Ensure implementation governance controls are properly executed by the team
• Assist with the governance of business controls; including identifying opportunities to develop new business controls
• Participate in Regional/Country Implementation Governance forums to support Regional Head/Lead and/or Country Head/Lead

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.
• Keep abreast with regulatory changes to ensure TB products are compliant with relevant risk management guidelines / policies and procedures (e.g., electronic banking, technology, ESG, etc.)
• Keep abreast with changing regulatory requirements and provide advisory support to clients
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.
• Completion of all mandatory risk and compliance training including e-learning within stated timeframes

Key Stakeholders
Internal

• Global & Regional Implementation Heads
• Sale Managers
• Product Managers
• Relationship Managers
• Client Managers
• Service Managers
• Other Implementation team (country)
• Operational teams (IMO, GBS, CFCC, Legal, etc.)
• Technology delivery teams (CUI, PSS, etc.)
• Supply Chain
• Channel teams
• MT meeting direct / delegate

External

• Treasury Senior Stakeholders
• Client Senior Stakeholders (all segments)
• Third Party Providers

Our Ideal Candidate

• 12 years of banking and finance industry experience or similar industry
• 5 years’ experience in Client Implementation with strong delivery focus
• Has strong project management disciplines
• Knowledge in API, system and technology integrations, and Transaction Banking products
• Creative problem-solver with a strategic mindset
• Excellent written and verbal communication skills, including presentation skills
• Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset
• Effectively manage escalation
• Proven track record of successfully delivering large client deals
• PMP certification is a plus

Role Specific Technical Competencies

• Application Programming Interfaces (APIs)
• Client experience, behaviours and preferences
• Operational Risk
• Change/ Project Management
• System and technology integration
• Communication & Presentation skills
• Stakeholder Management
• Strategic Thinking

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

Tell employers what skills you have

Account Management
Change Management
ERP
Governance
Risk Management
Strategy
Business Strategy
Operational Risk Management
Product Management
Project Management
PMP
Banking
Finance
Product Development
Regulatory Requirements
API
Stakeholder Management
Oral & Written Communication Skills

---