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.
- 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 bran