Head - Co-creation

Job Summary

Work closely with group product team to iterate and shape Escrow/PAAS product roadmap

Work with technology, product development, Vendor partners and Operations team on-going basis to provide business requirements and inputs to ensure prospective clients asks are met with key focus on reusability

Identify key areas of improvement by way of automation in the Escrow/PaaS space and ensure adoption of best market practises

Guide/mentor team members to ensure timely key client implementations timelines are met after thorough UAT/PVR of key processes & features

New market roll outs to increase application adoption

Foster good team culture as a differentiator and nurture in-house talent

Responsibilities

Strategy

• Manage teams in building a stronger relationship with internal stakeholders, clients, and vendor partners.
• Manage initiatives to innovate and digitize exisiting processes as well as intensifying collaboration across the network.
• Manage all initiatives to get more fit and flexible in the way we work.
• Focus on proving that we are here for good.
• Strategize Product execution approach with key stakeholders to align with group objectives
• Execution of partner engg TOM and adherence to implementation guidelines
• Backlog management with key stakeholders to ensure implementation of approved investments
• Run UAT/ PVR for key product releases to ensure adherence to quality and stability of code
  
  

Business

• Maintain a close working relationship with the customers to ensure that service issues are promptly escalated and acted upon
• Tracking key client transactions, revenue and financials to provide insights to senior management
• Initiating & implementing service quality initiatives
• Uphold the values of the Group and company at all times.
• Develop and manage relationships with internal business units to aid faster TAT for client go-live & market rolls outs
  
  

Key Responsibilities

Processes

• Ensuring continuous improvement in timeliness to the standards prescribed for key implementations.
• Releasing deals as per the department operating instruction manual, customers instructions and within the timeliness and accuracy standards specified.
• Adherence to implementation of key product features/releases
• Ensuring compliance with all applicable Rules / Regulations and Company and Group Policies. Identifying exceptions from the norms & initiating corrective and preventive actions.
• Where applicable, ensure compliance to Group and Country Regulations are managed to the extend agreed with the Countries and ensure all staff adhere to the same.
  
  

People & Talent

• 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.
• Employ, engage and retain high quality people.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
• Promoting an environment where all team members develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality.
• Foster good team culture as a differentiator and nurture in-house talent
• Promote D&I
  
  

Risk Management

• Responsible for the Audit and Risk Control Standard associated with Cash Services operations.
• Execute deals within the framework of deal review policy and guideline and operating model of the product
• To proactively monitor and manage operational risks, system risk and channel risk of the products and to highlight any potential and actual breakdown of controls to Group Operations and CORG via KPIs and risk exception reporting.
• Ensure basic housekeeping, go-live checklist for new market roll outs and client go-lives including documentation and MIS
  
  

Governance

• Provide oversight across three hubs, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This incudes compliance with local banking laws and anti-money – laundering regulations and guidelines.
• Embed the Group’s values and code of conduct in SSC Cash to ensure that adherence with the highest standard of ethics, and compliance with relevant policies, processes and regulations among employees form part of the culture
  
  

Skills And Experience

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.
• Lead the [country / business unit / function/[team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  
  

Other Responsibilities

• Embed Here for good and Group’s brand and values; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [To assist the manager in ensuring consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes/ judgment.
• Assisting the manager in leading the Cash Management Operations to achieve quality service by meeting the prescribed objectives and goals. Assist the Manager in overseeing the daily operations of the Payment team and contribute towards meeting the team’s objectives.
• Manage staff individual performance, against set objectives and providing the appropriate support, motivation and guidance to staff to achieve these objectives. Contribute to the development of associates by guiding, coaching, motivating, supporting and assisting selected number of associates.
• Primarily process within the TAT agreed with CPC in the SLA and also other functions as requested by the Manager/ Head of Department.
• Ensure that the set productivity targets (efficiency, accuracy, etc.), defect management and processing turnaround standards are achieved (within own area of responsibility).
• Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company/ Group.
• Verify transactions processed by Service Lead, Senior Global Operations Officer and Global Operations Officer and authorize those that fall within own-delegated release authority. Checking of and/or approving customer payment order against Payment system.
• Ensure that all staff of the department continues to be equipped and developed with the necessary knowledge, skills and tools to achieve the required level of competency to facilitate them to perform their roles and responsibilities effectively, efficiently and accurately.
• Facilitate the building of a performance-driven organization by setting SMART objectives, constantly reviewing the dept’s and individual performance against these objectives and providing the appropriate support, motivation and guidance to staff to achieve these objectives.
• Responsible for succession planning for key positions, managing the attrition of employees and ensuring that a plan is developed and executed for high potential individuals in the department.
• Contribute towards the future strategic direction and process innovation of Payment by keeping abreast of changes in customer needs, technology and business environment and taking pro-active steps to embrace and capitalize on these changes.
• Any ad-hoc roles changes will require Head of Department or Manager’s approval before assuming new role temporarily or permanently in line with segregation of duties
  
  

Qualifications

• Academic or Professional Education/Qualifications; University educated
• Licenses and Certifications/accreditations; none additional
• Professional Memberships; relevant memberships to be agreed
• Bank training; none additional
• Languages; English
  
  

Role Specific Technical Competencies

• Manage Conduct
• Manage Risk
• Manage People
• Business Facilitation
• Manage Change
• Business Governance & Support
• Management of Frontline Risk
• Strategy & Business Model
• Service Delivery & Operations
  
  

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.