Associate Director, Process & Change Delivery, COO, PvB

JOB SUMMARY

• Process & Change Delivery Team – Change Governance
• As part of the Process & Change Delivery Team, you will support the Team Head in managing designated business process, leading relevant change initiatives within the Private Banking sector.
• Your primary focus will be on the governance of change initiatives, which includes;
• Preparation and facilitating Change Delivery Forum meetings, ensuring effective communication of change initiatives to the broader population,
• Maintaining a comprehensive documentation framework & user portal to support the change management process.
• As this role covers both HK and Singapore, it is vital that one of the main focuses is to proactively align the business processes, to ensure consistency and enhance efficiency across the two locations.

Main duties will also include:

• Serving as the secretary for the HK/SG Change Delivery Meeting, responsible for the preparation of meeting agendas, documenting meeting minutes and facilitating a productive discussion during the forums.
• You will proactively drive the Change Communication Framework by collaborating with Project Leads to develop internal broadcasts and facilitate the Change Communication Forum
• You will work closely with relevant parties, bridging the communication gaps amongst the function, by understanding what are the challenges on the ground and where are the areas of opportunities the Change team can focus on.
• Keep abreast of developments within Group and also Local Process Owners, to ensure all relevant topics are covered in Change delivery meetings.
• User Portal & Documentation Framework: Establish and uphold a robust documentation framework to support all change initiatives, ensuring consistency and accessibility.

RESPONSIBILITIES

Business

• Responsibilities related to the delivery of business new initiatives with focus on customer satisfaction and growth sustainability.

Processes

• Investigate operational errors and streamline operational processes from front to back by leading conversations with relevant process owners, front office, back office, 1st and 2nd line risk departments to deliver a model that delivers excellent customer services and operational efficiencies.

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.

Risk Management

• The ability to interpret the Group’s financial information, 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.

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 [Hong Kong Private Banking] 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.

Key Stakeholders

• Private Banking Regional Head, COO, Business Planning Management, Banking Operations, Wealth Operations, Wealth Management, Compliance, Legal, Relationship Managers, Client Relationship Manager, 2nd line and 3rd line support functions (e.g. Ops Risk, Fraud Risk, ICS Risk, Conduct Risk, Group Internal Audit)

Other Responsibilities

• Embed Here for good and Group’s brand and values in Hong Kong Private Banking; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications

• The successful candidate will be client and outcome-focused with a practical orientation to developing and maintaining an innovative mindset, and have a style that fosters teamwork and collaboration with all types of stakeholders and partners. Candidates should have excellent written and oral communication skills, strong interpersonal skills, great attention to detail, as well as a passion for improving experiences.
• Degree qualified, minimum 5 years of banking experience
• Experience in supporting change communication is preferred
• Understanding of private banking service offering and operational process
• Great attention to details and numbers with excellent knowledge in Excel
• Excellent interpersonal skills to liaise with all levels and ability to articulate complex matters
• Self-motivated, mature, patient and able to work under pressure
• Excellent written and verbal communication skills in English and Chinese
• Proficiency in MS Excel, PowerPoint and Word is a must

Role Specific Technical Competencies

• Manage Conduct
• Manage Risk
• Manage People
• Products and Processes
• Strategy and Business Model (SIF)