Regional Head , Client Servicing & Transacting , AME Jobs in Chennai,India - 25158437

Job Description:

Redesign and embed Transacting and Servicing-related processes aligning to Clients requirements while adhering to the Banks Operational Risk Framework (ORF) and develop control measures to ensure processes are functional

Deliver outcomes on standard metrics/scorecard for transacting and servicing, eg, productivity, accuracy, service levels, losses / lapses, issues, and the Operational Risk Framework (ORF) related to transacting and servicing

Work with Regional/Cluster/country RB Operations heads to agree on regional and country priorities, and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate

Responsible and accountable for wealth operations process design for retail clients

Business Strategy, Operations & Infrastructure

Continuously improve productivity and efficiency of operations and drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business

Prioritise business operating issues including the capability to deliver new products with control and efficiency on platforms which are consistent with core architecture Oversee the prioritisation, design and management of significant change initiatives in the transacting and servicing space

Accountable to drive a balance of alignment and automation, de-coupling especially minimizing dependencies that are blocking or slowing down client service through architectural changes in the transacting and servicing journey

Use of data analysis and leverage on best-in-class market capabilities (eg predictive modelling, AI, digitisation, and other emerging technologies to deliver a best-in-class transacting and servicing experience

Work closely with the regional and country COOs and Retail Banking business heads to deliver business and regional strategy while ensuring strong controls, processes, governance, and risk management

Work with the Retail Banking Management Team to maintain rigorous cost and investment discipline across the business Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management

Where appropriate support the regional RB COOs in critical regional projects, including Merger & Acquisition activity and regulatory projects

Drive and embed agile ways or working in the operating rhythm of the Transacting & Servicing journey and rapid MVPs for speed to market and superior client delivery

Overall responsible to roll out end-to-end client journeys by launching them in key RB markets Evaluate systems, processes, tech platforms and functionalities in compliance with regulatory and internal policy requirements as well as related procedures

Drive the 5 tenets of Operations in the organisation

Drive ideation around country innovations and enhancements to digitisation and emerging technologies that give real time decisive client outcomes

Where deployment of client journeys not applicable, enable roll out of specific country/ region based solutions and Rapid Experiments The objective is to ensure alignment for maximum ROI and superior client experience

Risk Management

Ensure there is a framework for effective management of operational risks in the transacting and servicing journey for Retail Banking clients and in compliance with applicable internal policies and external laws and regulations across our markets

Responsible for embedding of Operational Risk Framework linked to journeys related to transacting and servicing in Retail Banking, ensuring appropriate focus on High risk and Very High-risk issues

Responsible to minimise operational loss and audit failures and in conjunction with country and regional COOs, and RB operations heads to ensure appropriate focus on issues and resolutions in collaboration with business risk management

Work with the relevant NFRCs to ensure processes for transacting and servicing for retail clients are fit for purpose and meet regulatory requirements

As a member of the Retail Banking COO Management Team, ensure that direct reports execute responsibilities as outlined in the Group Operational Risk Framework

(a) maintaining a strong and appropriate control environment covering Retail Banking businesses

(b) Restricting business if existing infrastructure and processes, capacity or capability are not fit to execute business within operational risk tolerance, regulatory standards or growth aspirations

Accountable to own regulatory audit / inspections on COO teams in country / region as well as offshore service centres through direct reports Represent the bank as appropriate to regulators

Responsible for delivering effective governance; ability to challenge fellow executives effectively; and willingness to work with regulators in an open and cooperative manner

Business Continuity Management

Accountable to ensure BCM framework adequately supports the business strategy Where necessary provide executive sponsorship for major BCM initiatives

Regulatory & Business Conduct

Display exemplary conduct and live by the Groups 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 to achieve the outcomes set out in the Banks Conduct Principles Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment

Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

People and Talent

Champion and act as a role model of the Groups values and culture in the region

Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes

Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly Set the appropriate tone and expectations for the wider team

Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles

Ensure team structure/capacity is reviewed to enable delivery of client outcomes

Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk

Develop a team structure to meet the needs of all stakeholders in line with COO expectations

Key Stakeholders

Retail Banking MT and Group RB Journey Owners

RB CEO; Regional and Country CEOs

Regional and Country COOs

RB COO Journey Heads and Regional RB COOs

Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc

Global Head GBS

Group and regional CIOs / CTMs where appropriate

Regulators including PRA, FCA, MAS, HKMA and other local regulators where appropriate

Banking Associations and industry partners

QUALIFICATIONS

Academic or Professional Education/Qualifications As per Banks requirements and HR policy

Licences and Certifications/accreditations None

Professional Memberships None

Language English

Apply now to join the Bank for those with big career ambitions

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