Director - B2C Servicing - Retail Digital Transformation - Bank

Banking/telecom/Ecom exp in B2C retail setup for digital platform with CTC 70 LPA and above will fit best

Digital Servicing Capabilities

- Develop end to end client journeys to drive client servicing capability. Understand client's needs and proactively delight them with special experiences to drive superior client experience.

- Develop and maintain a strategic plan with a year on year delivery plan.

- Work with all stakeholders and functional groups to deliver the digital capability in line with Retail Banking end-to-end Digital strategy

- Lead a team of Product Owners to deliver the capabilities through agile delivery teams.

- Work with the country teams to agree on the global capabilities and prioritisation.

- Accountability to maximise delivery of business benefits from the capabilities developed.

Program Delivery

- Overall responsibility to ensure the delivery is within the planned cost and timelines and inline with business expectations.

- Actively control the project by monitoring threats and deviations to time, cost and quality as agreed in the plan.

- Chair regular working groups / committees to report progress

- Quantify the impact on time, cost and quality of risks, issues and change requests to the PSG / PSC, enabling them to make informed decisions

- Present project updates to PSG / PSC meetings on progress, key risks, issues, dependencies, assumptions and constraints, seeks their support to remove roadblocks

- Manages and motivates the projects, to deliver according to plan and schedule. Holds people to account, recognises good behaviour and performance, proactively addresses poor performance

- Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

- Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the project.

- Raise all issues and risks to the required governance forums

- Employ a strict change management process, to limit and control scope creep

- Partner with the PSG / PSC in seeking sign-offs and approvals

- Awareness and understanding of the regulatory framework in which the firm operates, and the regulatory requirements and expectations relevant to the role

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

Build Activities

In collaboration with the Design lead will define initiatives and give it a vision and will encompass;

Defining Epics, Defining Stories, Participate in Sprint Planning, Participate in Grooming Sessions, Prioritize Product Backlog, Work closely with respective scrum masters on Product Backlogs and Progress, Attend retrospect at end of every sprint cycle, Work closely with Business Stake holders to define right, complete and clear stories, Participate in daily stand-ups, Attend sprint demos and coordinate business users for demo session, Co-ordinate UAT and Unit Test - Test Data, Test Criteria, Environment, Scripts, Users, etc. Co-ordinate UVT, CR should be put as Epics or Stories for respective sprint to make sure they are incorporated within the Product Build

Key Stakeholders

- Group, Region and Country Heads, Retail Products

- Country and Regional Business Heads

- Group Heads ITO and Delivery Heads ITO

- Group, Region and country Digital Banking team

- COO, Retail Products, Digital & Segments

- Head Risk Control Owners - FCC, Operational Risk, L&C Retail Banking

- GIA

- Investment Portfolio Governance team

OTHER Requirements

People and 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.

- Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

- Employ, engage and retain high quality people, with succession planning for critical roles.

- Responsibility to review team structure / capacity plans.

- 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.

Risk Management

- Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them

- Interpret relevant data and identify key issues based on this information and put in place appropriate controls and measures

Governance

- Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas

- Displays awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

- Responsible for delivering - effective governance- ; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

- Responsible for creating, assessing and re-engineering the effectiveness of digital acquisition process changes

- Display awareness and understanding of the Operational Risk Framework for Retail Banking

- Responsible for identifying, assessing, monitoring, controlling and mitigating compliance risks pertaining to process changes

- Ensure risk ratings for each applicable process is kept within agreed thresholds

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 Digital Data & Strategy 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.

QUALIFICATIONS AND SKILLS:

- Looking for top talent, characterised by hands-on, recognised leadership in their current environments, social media and demonstrated thought leadership on shaping the future of Digital banking in some capacity, ideally Servicing.

- Optimally, a strong varied background that cuts across established major banking institutions as well as an excellent view of the current landscape and direct experience in the Digital Innovation/Fintech space. Understands the challenges a major organisation can face but also have demonstrated ability and experience in more Agile environments.

Competencies will include:

Vision: they can establish strategic vision for a product and align the organization around a clear view of what's required to achieve business success.

Value focus: they possess a mini-CEO mind-set with a focus on delivering measurable business value, delighting the customer, and optimizing ROI.

Decisiveness: they are natural problem solvers who make decisions and prioritize initiatives using data and facts rather than intuition and feeling.

Build management: they typically have three to five years of strong build-management experience and a good sense for the intersection of business, user-experience design, and technology.

15 to 20 years experience in -

- Experienced in managing a business line (with P&L) through a large Business, Product or Sales Head roles.

- Experience in managing medium-to-large scale digital business development programs with focus on client servicing.

- Bachelors or Masters in Business or relevant degree.

- Understanding of Retail Banking systems, processes and risk management.

- Experience in Business Process Management (BPM) is a plus, but not essential.

- Strong Communication Skills to mange key stakeholders and senior business leaders expectations and to resolve conflicts/issues.

- Change Management Expertise and ability to manage dependencies across multiple initiative, projects and programs.