Associate Director, Cash Service Transformation

Standard Chartered; Kuala Lumpur; Ibrido; MYR 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual leave

Sabbatical

Flexible working

Descrizione del lavoro

Standard Chartered in Kuala Lumpur is seeking a Client Service Strategy Initiatives professional to support and execute the group’s client service strategy within TB Cash Operations. You will work under the Director and collaborate with technology and frontline teams to deliver a fit-for-client solution and drive adoption.

You will define business requirements, develop metrics, track adoption, create dashboards, and lead campaigns to enhance digital servicing across CIB clients.

Competenze

• Bachelor’s degree or equivalent.
• 8–10 years in Client Services, Digital Adoption, or Digital Transformation in the Banking industry.
• Strong analytical and data interpretation skills.
• Ability to translate customer journey insights into actionable business recommendations.
• Familiarity with project and delivery management tools (Confluence, Clarity) and Agile methodologies.

Mansioni

• Define clear business requirements and target state processes aligned with risk frameworks.
• Partner with technology to deliver a fit-for-client solution and provide end user validation.
• Drive client adoption, change readiness and define a unified measurement approach.
• Develop and define key metrics aligned with organisational goals.
• Design and implement frameworks for tracking the adoption of processes, technologies, and initiatives.
• Support the implementation and adoption of digital service functionality across CIB clients and frontline Service teams.
• Independently undertake business analysis and process design improvement based on data insights and stakeholder feedback.
• Identify opportunities to optimize the current Service Operating model and its processes.
• Ensure alignment between the feature / functionality design and broader strategic direction.

Conoscenze

Analytical skills

Data interpretation

Data visualization

Stakeholder management

Communication

Presentation skills

Agile methodologies

Confluence

Clarity

Formazione

Bachelor’s degree or equivalent

Strumenti

Confluence

Clarity

Descrizione del lavoro

Job Summary

This role supports and executes the following under the direction of Director Client Service Strategy and Initiatives. The TB Cash Client Service Management function reports to TB Cash Operations. The Client Service Initiatives role focuses on delivering our Client Service strategy by supporting and executing key initiatives to improve client experience, expand our digital servicing offering and deliver project benefits; this includes:

Strategy

• Defining clear business requirements and target state processes in line with the relevant risk frameworks
• Partnering with technology to deliver a fit-for-client solution and providing end user validation
• Driving client adoption, change readiness and defining a unified measurement approach that helps us demonstrate success

Business

• Develop and define key metrics aligned with organisational goals
• Design and implement frameworks for tracking the adoption of processes, technologies, and initiative
• Support the implementation and adoption of digital service functionality across CIB clients and frontline Service teams
• Independently undertake business organization analysis and process design improvement based on data insights and stakeholder feedback
• Identify opportunities to optimize the current Service Operating model and its processes
• Ensure alignment between the feature / functionality design and broader strategic direction

Processes

• Track and analyse adoption data to identify trends, challenges and opportunities
• Lead and coordinate client outreach campaigns to support successful digital adoption
• Oversee fulfilment of client requests and manage client issues arising from digital adoption
• Create dashboards to visualise metrics for stakeholders and evaluate the effectiveness of initiatives based on metric outcomes
• Facilitate data-driven discussions and collaborate with team to develop strategies for increasing adoption
• Support change management initiatives to promote a culture of continuous improvement

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.
• Support the TB Cash Client Service Team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients and The Right Environment.
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Cash Client Service Leadership and teams
• TB COO and Business Heads
• TB Product Heads and Digital Channels
• CIB Technology
• Other CCIB stakeholders
• Risk, Legal, Audit and Compliance, where relevant

Other Responsibilities

• Embed Here for good and Group’s brand and values in Cash Client Services;

The Ideal Candidate

• Bachelor’s degree or equivalent
• Min 8-10 years of experience in Client Services, Digital Adoption, or Digital Transformation within the Banking industry.
• Strong analytical and data interpretation skills, with the ability to translate customer journey insights into actionable business recommendations.
• Proficiency in data visualization and analytics tools is an added advantage.
• Familiarity with project and delivery management tools (e.g., Confluence, Clarity) and Agile methodologies.
• Excellent stakeholder management, communication, and presentation skills.
• Solid understanding of risk management frameworks, with the ability to identify, manage, and remediate risks and control gaps promptly.
• Knowledge of relevant regulatory requirements, governance standards, and internal control frameworks.

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.