General Manager, Digital Banking & Client Experience At Standard Chartered Bank

Own and deliver Digital & Client Experience Agenda for Retail Banking. This role supports Country Head in formulating and executing Digital & Client experience strategy for Retail Banking. This would involve digitization internally and externally, client optimization, business transformational and continuous improvement initiatives. The role is responsible for Digital Model setting, End to End digital delivery, Service delivery Optimization, Transformation and Continuous Client experience improvement initiatives.

• Develop, co-ordinate and manage strategies to provide Digital & Client Experience across all channels, differentiated by Segments and deliver agreed productivity standards & benchmarks.
• Work closely with region Digital Banking to manage country digital agenda including delivery of online acquisition and digital banking KPIs 
• This role strives to drive a good balance among Digital Banking, Client Optimization, Client Experience, Efficiency and Effective control across Channels, Products and Segments.
• Collectively own “deliver fast, friendly and accurate service” within the Client Charter.  
• Oversee localisation and optimisation of digital assets from departments before timely upload into regional content management system
• Spearhead strong service culture across the organization.
• Establish client experience performance standards / targets in Retail Banking 
• Provide strategic direction / key decisions relating to VOC, TCF, client experience, operational capability, and re-engineering / process improvement initiatives for Retail Banking Clients

• Ensure Digital Segment is profitable. Achieve Daily, Weekly, Monthly and FY Targets on all Digital KPIs across financial and nonfinancial areas
• Support socialisation of region and group analytics on a regular basis, articulating the country optimisation
• Drive ideation around country innovations and enhancements to both pre and post login experiences
• Help with client insight collection and frontline co-creation by working closely with the group Digital & Client Experience teams
• Continue to support the channel migration agenda while working closely with Branches
• Support country segment/product teams on digital facet of alliances and partnerships, while working closely with region
• Ensure any digital fulfilment of online signups is carried out in a timely manner through country Ops and digital Banking team.
• Represent SC through participation at local financial bodies, consortiums, and where needed, strategically important regulatory forums
• Train digital banking team for efficient management across cultures and local realities
• Be the process owner for Complaint Management – set standards and drive delivery
• Embed Treating Clients Fairly (TCF) principles in organization culture and day-to-day
• business practices
• Be part of Business Governance forums presenting RB Client experience unit
• Work with Segments, Product, Channel and relevant Functional Heads to support the design, implementation, and maintenance of an optimized integrated servicing propositions that will enable enhance client experience

• Digitize process and controls to avoid governance risks and provide efficient service to our clients
• Champion NPS planning, VOC – Lead the implementation of the actions arising thereof
• Manage the complaint handling process and TCF effectively to meet all internal and external requirements
• Accountable for the efficiency and effectiveness of operations within the unit by ensuring productivity standards are in line with competitive benchmarks while aiming to reduce overall cost of operations.

• Strategically and execution ally align with regional Digital Banking team
• Ensure adequate resources are made available to the project and engagement of appropriate stakeholders.
• Provide overall direction and guidance to the team and help resolve emerging issues and priority conflicts.
• Steer both strategic design thinking, and execution
• Rally people around new processes. Hire the right team to drive Digital Agenda across the bank
• Lead team effectively and able to exercise influence and create followership
• Strong Inter-personal skills and ability to influence other functions and Strong Communication skills – oral, written & presentation
• Career development and training self and team

• Manage Client Experience Group (CEG)
• Design and deliver robust control environment in complaint management, TCF areas
• Leverage dashboards to track, review and discuss operating performance challenges, service issues, mass errors, and capacity planning of the processes along the client delivery value chain. Set and agree appropriate action plan as required

• Manage the trade-off between risk, cost and benefit, short and long-term vision to maximize overall unit productivity.
• Embed a risk culture that supports the Bank’s strategy and philosophy for the management of risk

• 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 [digital banking & Client Experience team] to achieve the outcomes set out in the Bank’s 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.

Adhere to and Institute controls

• Report to the Unit Manager any adverse anomalies which impact the business as soon as this is known to you.
• Record and report suspicious transactions or Frauds that are encountered at the Unit.
• Ensure Anti-money laundering and CDD guidelines are followed within the Unit.
• Ensure awareness and adherence to all policies, guidelines, procedures and local regulatory requirements.
• Ensure adherence to the risk management framework.
• Read, understand and comply with all provisions of the Group Code of Conduct.
• Attend all required training

• Head Retail Banking, Segment Heads, Product Head, Digital Head, Branch Banking team, Banking Operations Teams, Country & GBS), Credit and Collection team, WMPS Teams, Assurance teams. Marketing, Segment, Compliance etc

• Clients, Marketing Agencies, Partnership Firms etc

• Support the Unit Manager and Head, RB Operations in implementing SCB policies regarding AML/ CDD policies and adopting any imminent changes

• University degree or professional qualification, preferably in Banking and Finance
• Proven track record of accomplishment in the management of banking operations
• In depth knowledge and understanding of banking products and services, and ability to structure and deliver customized solutions which meet customer needs.
• Ability to engage stakeholders in constructive dialogue, in order to improve own understanding and influence others decision-making.
• Strong Operational and risk management background
• Strong people management & communication skills, especially ability to engage and motivate large teams
• Ability to analyse significant amounts of data and distil clear insights
• Relevant applications & technology infrastructure knowledge
• Understanding of the regulatory environment and practices
• Project Management and Change Management skills.
• Committed to driving own team’s progress and delivering agreed outcomes.
• Nurtures teamwork and collaboration.
• Has the ability to blend the demands of managing day-to-day operational activities with the necessity of maintaining a strategic view.
• Be able to demonstrate an ability to manage complex activities within the Bank’s matrix organization structure.
• Experience in budget development and budget management.
• Foresight with regards to workflow, staff capability and moral.
• Thought leadership in Retail Banking with appreciation industry products and developments
• Strategy articulation and execution
• Professional depth in Retail Products covering product development, acquisition, portfolio and risk management, marketing and campaign management
• Deep understanding of in-market client product behaviours and life stages
• Strong appreciation and ability to balance trade-offs between risk and returns to achieve RORWA and P&L targets
• Strong strategic acumen and execution capability
• Relationship building and influencing – ability to build strong relationships across internal and external stakeholders / partners
• Team leadership – Ability to inspire team to achieve targets while building bench strength
• Adept at succeeding in a matrix organization