Associate Manager, Client 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 Cash Client Service Transformation 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 committed 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**
With guidance from the project / initiative lead:
- Design, implement and analyse client surveys to gather insights and feedback
- Develop and maintain capacity models to identify potential bottlenecks and areas for improvement
- Independently undertake business analysis and Programme Management 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 reports and presentations are timely, accurate and aligned with organizational goals
- Regular tracking of milestones to ensure the deliveries are on-track as per commitments. Escalate if there are any anticipated delays

**People & Talent**
- More than 3 years of experience in client surveys and transformation programme management capacity (e.g. monitoring and tracking strategic projects, programs and initiatives) in Banking
- Proficiency in survey tools and analytics software will be an added advantage.
- 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

**Other Responsibilities**
- Embed Here for good and Group’s brand and values in Cash Client Services;
- 4+ 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
- Good presentation and communication skills
- Familiarity with Agile project delivery and project management disciplines is preferred
- Role Specific Technical Competencies- Problem Solving and Analytical Thinking
- Effective Communications
- Managing Change
- Project Management
- Stakeholder Management

**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