Frontline Platforms

Frontline Platforms - Strategy & Delivery Lead 2 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Job Summary The Frontline Platform Development Head is responsible for defining and directing platform development to support frontline Sales & Coverage, Relationship Managers, Servicing, Implementation, Operations & other teams across CRMx, Service, ESG, Implementation, and other systems. This leader will act as a CPO to ensure that platforms PO's and technology teams work closely to execute the prioritized book of work, aiming to enhance commercial impact, employee efficiency, and consistency in client experience throughout the organization. Accountabilities include overseeing platform delivery, managing the product lifecycle, encouraging user feedback and adoption, and achieving measurable business performance outcomes. Platform Strategy & Delivery Establish a unified enterprise platform strategy and roadmap for CRM, workflow, service management, and collaboration tools. Ensure platform delivery book of work aligns with business growth priorities, efficiency objectives, and client experience goals. Lead simplification and consolidation efforts to improve delivery efficiency, turn-around time and optimize end-to-end development workflows. Demand Management & Roadmap Prioritization Implement a structured intake and prioritization governance model with business and functional leaders. Evaluate initiatives based on strategic value, user impact, complexity, and cost leveraging AI & other technologies as needed. Ensure transparency on trade-offs, delivery timelines, and dependency management. End-to-End Platform Delivery Leadership Lead platform enhancement and feature delivery from requirements through design, build, testing, deployment and stabilization. Maintain and manage the platform delivery roadmap with clear timelines, dependencies, and release plans. Coordinate work across internal teams, vendor partners, process owners & business stakeholders in close collaboration with technology partners. Requirements, User Journeys & Solution Design Translate business needs into clear functional / technical requirements and refined user stories. Ensure workflows are consistent, rationalized and reusable across teams (Sales, Coverage, Service, Ops). Conduct user journey mapping, backlog refinement, grooming sessions, and acceptance criteria validation. Release, Change & Adoption Management Plan and manage release cycles, regression testing, UAT, and go-live readiness. Work with training / comms teams to ensure smooth user rollout and adoption. Track adoption metrics post-release and resolve friction / defects quickly. Platform Integration & Data Enablement Ensure platform integrates effectively with CRM, client data, pipeline, knowledge systems, case management, and document repositories. Work with data teams to ensure data accuracy, lineage, access controls, and audit trail integrity. Support scaling, performance tuning, and operational reliability of platform services. Risk, Compliance & Control Alignment Ensure platform changes follow SDLC controls, architecture guardrails, and policy requirements. Partner with Risk, Cyber, and Compliance teams to embed controls into workflows. Maintain documentation for audit and regulatory reviews. KPI's & Success Measures Platform Adoption Active weekly user adoption rate for frontline teams ≥ 85% active use after rollout. User Experience Task completion time for priority journeys (e.g., call prep, pipeline update, service request logging) 10-20% reduction over baseline. Stakeholder Alignment & Satisfaction from across Sales, Coverage, Ops leadership teams. User Experience, Adoption & Feedback Act as the Voice of the User across Sales, Coverage, Operations, and Service teams. Drive platform usability, workflow clarity, and experience design consistency. Work with other teams to gather feedback & ensure best in class change management, communication, training, and performance coaching to ensure sustained adoption and behavioral shift. Platform Lifecycle, Modernization & Integration Oversee platform architecture, data integration, interoperability, and lifecycle planning.>Introduce workflow automation, self-service, and embedded analytics / AI capabilities. Lead legacy system rationalization, decommissioning, and transition sequencing. Management, Entitlements & Controls Ensure data availability, accuracy, quality, lineage, and entitlements across platforms. Embed compliance, auditability, and operational controls into platform workflows. Partner with Data Platforms, Technology, Cyber Security, and Risk teams to ensure secure and compliant system design. Processes Lead end-to-end development and integration of platforms like CRMx / Dynamics, ESG, Servicing, Implementation Mgmt etc. Create a vision for building scalable and secure applications using MS Dynamics and SCB technologies to meet business requirements. Drive seamless integration between frontline platforms and enterprise systems for optimised processes and robust data management. Develop and deploy AI-driven applications using AI Factory, Enterprise GPT, GitHub and Copilot to enhance business processes and decision‐making. Integrate AI solutions from platforms like AI Factory to create seamless, intelligent workflows and improve operational efficiency. Leverage AI capabilities to design innovative features and functionalities that drive efficiency, user engagement and satisfaction. Oversee business design and agile execution of innovative platform solutions aligned with strategic objectives. Maintain expertise in MS Dynamics and Service Bench advancements, incorporating leading practices throughout the developmental lifecycle. Mentor teams on cutting‐edge methodologies, enhancing operational efficiency, performance, and solution quality. Facilitate AGILE ceremonies (sprint planning, stand‐ups, retrospectives), ensuring close alignment with organisational goals in collaboration with tech teams. Collaborate cross‐functionally to gather requirements, prioritise features, and deliver high‐impact enhancements. Monitor platform performance, leveraging user feedback and analytics for continuous improvement. Champion a culture of innovation, excellence, and adaptability within the platform development organisation. Work closely with Coverage, Sales, Service, and Operations teams to ensure platform capabilities align with frontline needs, drive adoption and maximize impact. Build strong partnerships with business leaders and technology teams to champion change and deliver value. People & Talent Collaborate cross‐functionally to gather requirements, prioritise features, and deliver high‐impact enhancements. Monitor platform performance, leveraging user feedback and analytics for continuous improvement. Champion a culture of innovation, excellence, and adaptability within the platform development organisation. Governance, Risk & Controls Ensure data accuracy, quality, lineage, and entitlements across platforms. Embed compliance, auditability, and operational controls into platform workflows. Partner with Technology, Cyber Security, and Risk teams to ensure secure and compliant system design. Ensure platform changes follow SDLC controls, architecture guardrails, and policy requirements. Partner with Risk, Cyber, and Compliance teams to embed controls into workflows. Maintain documentation for audit and regulatory reviews. 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