Associate Director, Cash Service Transformation

**JOB SUMMARY**
- This role supports and executes the following under the direction of Director Client Service Strategy and Initiatives

**RESPONSIBILITIES**
**Strategy**
- The TB Cash Client Service Management function reports to TB Cash COO. The Client Service Strategy and Initiatives role focuses on delivering our Client Service strategy by supporting and executing key initiatives under the Fit For Growth (FFG) programme to improve client experience, expand our digital servicing offering and deliver project benefits; this includes:

- Defining clear business requirements and target state processes in line with the relevant risk frameworks
- Partnering with technology to deliver a fit-for-client solution and providing end user validation
- Driving client adoption and defining a unified measurement approach that helps us demonstrate success

**Business**
- Develop a structured plan and approach that will enable project delivery and minimise project risk
- Independently undertake business analysis and process design activity in support of FFG transformation initiatives
- Support the implementation and adoption of digital service functionality across CIB clients and frontline Service teams
- Identify opportunities to optimize the current Service Operating model and its processes
- Ensure alignment between the feature / functionality design and broader strategic direction

**Processes**
- Ensure customer go-lives are accurately captured
- Ensure resource captures the time in clarity on timely manner Regular tracking of milestones to ensure the deliveries are on-track as per commitments. Escalate if there are any anticipated delays**People & Talent**
- Experience in transformation project delivery or change management capacity (e.g. delivering strategic projects, programs and initiatives) in Banking
- Awareness of in project and delivery management tools (e.g.: Confluence, Clarity etc.,)
- Awareness of Agile project delivery methodology
- Good stakeholder management, presentation and communication skills.
- Analytics capability (including modelling skills) with the ability to interpret customer journey data and draw business relevant insights for discussion and decisioning
- Demonstrated ability to work effectively across multiple markets and navigate geographical and regulatory complexity
- Demonstrate appropriate culture and values, embedding a high level of team engagement
- Ensure ongoing training and development for professional and personal growth

**Risk Management**
- Manage changes and reporting in line with all relevant risk management frameworks, where applicable
- Act quickly and decisively to resolve any risk and control weakness, ensure they are addressed and remediated within appropriate timeframes, and escalated through the relevant committees

**Governance**
- Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role
- Deliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required
- Support the relevant programme governance forums and processes as required

**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.
- Support the TB Cash Client Service Team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients and The Right Environment.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key Stakeholders**
- Cash Client Service Leadership and teams
- TB COO and Business Heads
- TB Product Heads
- CIB Technology
- Other CCIB stakeholders
- Risk, Legal, Audit and Compliance, where relevant

**Other Responsibilities**
- Embed Here for good and Group’s brand and values in Cash Client Services;
- 7+ years of experience in a transformation project capacity and/or delivering complex projects or initiatives in a Banking environment
- Strong analytical and problem solving skills with proven ability to collect and analyse data, establish facts, and make recommendations in written and oral form
- Successfully work with multiple stakeholders at different levels of the organization to facilitate change delivery, identify key risks / blockers and embed change
- Ability to work effectively across multiple markets and navigate geographical and regulatory complexity
- Strong presentation and communication skills
- Familiarity with Agile project delivery and project management disciplines is preferred
- Role Specific Technical Competencies- Problem