Director, Client Coverage Operations

Job Summary
Build Own Operate (BOO) Client Coverage Operations in the country in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours. Deliver significant improvement in frontline & client experience in terms of Turn around times, productivity, and process improvements. Embed appropriate risk culture and standards of excellence. This will include strong emphasis and focus on:

(i) Effective delivery of quality client service based on client segment and tiering differentiation

(ii) Efficient management of client account maintenance activities

(iii) Accurate and efficient client onboarding, management and offboarding processes;

(iv) Heightened awareness of AML risk, and associated controls;

(v) Effective first line risk management; credit and Anti Money Laundering (AML) risk monitoring and remediation

(vi) Oversight of the execution of Customer Due Dilligence (CDD); and

(vii) Management of quality Static Data

(viii) Expansion into other process to support business and risk control objectives

Key Responsibilities

• Lead the implementation of Client Coverage Operations in the country with a focus on service differentiation based on client segment / tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight
• Right scoping the Client Coverage Operations model in terms of chalking out the activity inventory, capacity estimates, process flows, R&R and appropriate resourcing
• Accelerate the shift to digital and ensure the digital value proposition is aligned with clients' needs and preferences
• Lead local capabilities for onboarding and client coverage operations activities (e.g. cross border documentation)
• Continuously work on the expansion of the scope of Client Coverage Operations including more processes and business segments, geographies
• Lead an end-to-end Client Coverage Operations model for the right shored countries including PK, where required and strongly support Country Head Client Management and Corporate & investment Banking (CIB) frontline to deliver beyond client expectations
• Ensure that the Client Coverage Operations team is ably equipped with the best-in-class MIS, Performance Management tools, and utility functions
• Develop awareness of business changes, predict challenges, and identify opportunities to optimise people & processes and add value to client & frontline
• Serve as a thought leader for the processes under Client Coverage Operations within the country
• Align the priorities of Client Coverage Operations with those of the business segments and country
• Close collaboration with Country business and function stakeholders, shared utilities, and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct
• Effective relationship and key stakeholder management with and across the networks to identify and address issues/ concerns
• Identify key processes for further streamlining, work on process improvements & fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours
• Optimise 'speed to market' for all Client Coverage Operations processes with the aim to improve client experience, reduce 'time to revenue' without impact on control standards across the country
• Drive a strong results-oriented Client Coverage Operations team supported by robust data-enabled performance management tools.
• Maintain oversight on and participate in the quality & timeliness of 'Service Review Meetings' (SRM) to be held every month between Business Teams & Country operating teams

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.