Global Implementation Cash Service Head, Malaysia

Standard Chartered; Kuala Lumpur; Hybrid; MYR 240,000 - 420,000; Full time

Job summary

Standard Chartered Bank Malaysia is seeking a senior leader to drive the Global Implementation and Cash Client Service Group for Transaction Banking in Malaysia. You will oversee end-to-end delivery, manage a multi-country team, and ensure client satisfaction and revenue realization.

You will collaborate with Sales, Product, Technology, and Operations to design scalable implementations, ensure governance, and drive efficiency across TB projects while strengthening client relationships and

Qualifications

• 15+ years of experience in banking and finance industry.
• 15+ years in Client Implementation with strong delivery focus.
• Strong project management disciplines and governance.
• Extensive knowledge in API, system and technology integrations.
• Creative problem-solver with a strategic mindset.
• PMP certification is a plus.

Responsibilities

• Lead end-to-end Client Implementation and Cash TB projects across clusters/countries.
• Act as primary escalation point for critical client service issues.
• Collaborate with Sales, Product, Technology and Operations on solution designs.
• Drive post-implementation governance, client feedback and service reviews.
• Develop and maintain governance forums; manage risks and compliance.
• Coach and develop teams across multiple geographies to ensure delivery excellence.

Skills

APIs

Client experience

Operational Risk

Change / Project Management

System & Technology integration

Communication & Presentation skills

Stakeholder Management

Strategic Thinking

Job description

Job Summary

The individual is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. These includes implementing client-specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives. The team also serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products.

Job Summary

The individual is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. These includes implementing client-specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives. The team also serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products. This role is responsible for driving the agenda of TB Global Implementation and Cash Client Service Group within the respective countries, and ensuring the end-to-end delivery of the TB solution, this includes managing a team of Implementation Managers, relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to accelerate revenue realisation. Additionally, collaboration with other Cluster / Country Heads across the TB organisation will be required to continuously improve client experience and drive a consistent global experience for our clients.

Key Responsibilities

Strategy

• Drive the Global Implementation and Cash Client Service Group Strategy within respective Cluster/Country, includes identifying and/or creating opportunities to uplift and/or re-establish the profile/identity of the Global Implementation and Cash Client Service Group team
• Ensure active engagement and ongoing alignment with the wider TB business strategy & priorities
• Build in sustainability when developing frameworks and/or redesigning processes, systems, and operating models
• Collaboratively design a suite of capabilities and services in line with respective client tiering, participation for bespoke services in collaboration with partners
• Lead the roll-out of Client Implementation and Cash Client Service Group Harmonization
• Fronting client conversations (Treasury, CFO above) on key pitches to driver overall TB proposition
• Drive focused client sessions with Sales, Coverage, Product, and other partners to position overall propositions
• Develop regular connect sessions with clients as part of building client relationships, including actively participating in various client forums/events/conferences, strategic discussions, etc.
• Develops, owns, and drives strategic plan/roadmap of client deal management within respective Cluster/Country, ensuring alignment with overall TB Groups and respective Cluster/Country strategies
• Drives strategic plan/roadmap of client deal management

Business

• Drive a continuous improvement model; with the aim to drive efficiency and simplified client experience, ensuring appropriate implementation model is “fit” for clients + TB business priorities, etc.; Including: Client engagement model to mirror client organizations, Harmonization and alignment across partner groups etc.
• Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders.
• Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience forums.
• Provide expertise advice for change/ transition management for Implementation
• Proactively identify and drive opportunities to streamline processes to improve client experience, including collaborating with functional partners
• Identify opportunities to improve existing operating model, including the current resourcing, location and client footprint strategy aligned with implementation structure
• Develop an approach to build bench strength within the respective Cluster/Country
• Drive succession planning to actively manage attrition
• Actively managing costs; including identifying opportunities to reduce costs
• Actively drive the management of team productivity and capacity in relation to onshore and offshore activities
• Represent Implementation in Management forums; clearly articulate achievements (including landmark deals), product/client feedback, key challenges, etc. to help drive visibility of the Implementation team across the business

Processes

• Ensures effective and disciplined usage of the Implementation Management system for self and team
• Has product knowledge in both cash, trade and other TB products in scope
• Drive overall Client + Project Management discipline, including effective usage of tools and systems, ensuring trusted and accurate data for reporting, and planning purposes, including oversight of key deals turnaround times management and feedback loops to business / support partners
• Active engagement in key RFP and provide guidance to Implementation managers in providing RFP/RFI responses on the implementation component as part of the Deal team
• Collaborate with Sales, Product Management, Product Development, Channel Management, Technology and Operations teams for the solution designs
• Conduct critical reviews on deal handover, validate deal size, expected revenue and deal requirements
• Develop and nurture client relationships to ensure the products and services remain aligned to client needs
• Provide technical feedback as required to Product Owners and/or distribution teams for continuous iteration of product development.
• Oversee the overall Project Management of the end-to-end implementation cycle of key deals (incl. technical discussions, execution of documentation, ERP integration, liquidity and limit set up, planning testing and training, onboarding)
• Work closely with clients and Product Management during the project requirement gathering, developing technical solutions, system integrations, user testing and training
• Seamlessly transition the implemented product and services to service teams for BAU client servicing
• Drive focus on sustainability when considering Implementation’s global strategy, processes, systems, and operating model, as well as in delivering the implementation
• Work with Technology and Operations to design and implement platforms / ecosystem to support TB products
• Understand and utilize emerging technologies and innovations to improve product offerings and meet evolving client needs
• Work closely with external partners to support clients in their digitisation journey, ensuring efficient implementation experience for the clients
• Adopt emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify / improve business processes
• Constructively drives an integrated approach with partners to capture client feedback opportunities
• Drive post implementation activities, including:
• Post Implementation Surveys
• Sharing constructive client feedback with relevant partners
• Utilising feedback to continuously improve our implementation quality and cycle times
• Monitor, track, and resolve client service issues through structured service management practices.
• Participate in regular service review meetings and ensure agreed actions are completed.
• Maintain accurate client service issue logs and drive timely resolution of identified concerns.
• Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes.
• Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders.
• Ensure client complaints are logged and managed in line with the Bank's Complaints Policy.
• Leverage available reporting tools and client experience dashboards to identify trends, address root causes, and improve service performance.
• Help drive sustainability when considering processes, systems, and operating model
• Where applicable, understand emerging technologies and innovations to help improve product offerings to meet evolving client needs
• Engage in discussions regarding emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify/improve business processes

People & Talent

• Create a safe, inclusive, and collaborative environment for all team members
• Promote growth and development and ensure team members have active development/growth plans
• Encourage open and regular transparent conversations, including two-way feedback loops
• Provide ongoing mentorship and guidance
• Ensure appropriate succession plans are in place
• Adopt and drive a data driven culture
• Create a culture of trust and continuous learning mindset
• Encourage an environment of high performance, growth, and career mobility
• Create internal identity/visibility and actively participate in external awards/surveys
• Foster effective leadership at every level
• Develop, own and drive diversity and inclusion
• Create training plans to build on technical competencies for effective project management
• Foster a safe environment to encourage team members to be brave and speak out

Risk Management

• Collaboratively drive a holistic data management framework for Implementation and Cash Client Service system, driving a consistent definition and usage of attributes and reference data across all Clusters, including proactively addressing data quality issues
• Ensure adherence to all local regulatory, legal and compliance requirements
• Adherence to all bank’s policy and standards, including eLearning courses for entire team
• Effective governance of business controls; including developing new business controls if gaps are identified
• Proactive risk management; includes delivery + operational risks
• Chair Cluster/Country Implementation Governance forums; drive key discussion points on deal status alignment (F2B), openly discuss issues and collaboratively solve issues where possible
• Where applicable, ensure credit, operational, legal, regulatory, reputation, compliance is held to the highest standards of risk management

Governance

• Adherence to all bank’s policy and standards, including eLearning courses for direct reports (where applicable)
• Ensure implementation governance controls are properly executed by the teams
• Assist with the governance of business controls; including identifying opportunities to develop new business controls
• Participate in Cluster/Country Implementation Governance forums to support Cluster Head/Lead and/or Country Head/Lead

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.
• Keep abreast with regulatory changes to ensure TB products are compliant with relevant risk management guidelines / policies and procedures (e.g., electronic banking, technology, ESG, etc.)
• Keep abreast with changing regulatory requirements and provide advisory support to clients
• Effectively and collaboratively identify, escalation, mitigate, and resolve risk, conduct and compliance matters.
• Completion of all mandatory risk and compliance training including e-learning within stated timeframes

Key stakeholders

Internal

• Global & Cluster Implementation Heads, Program Execution Head
• Transaction Banking Sales and Coverage MT and directs
• Transaction Banking MT and directs
• Cluster and Country MT
• COO and directs
• Service MT and directs
• DCS MT and directs
• Technology delivery teams MT and directs (PSS, etc.)

External

• Treasury Senior Stakeholders
• Client Senior Stakeholders (all segments)
• Third Party Providers

Skills And Experience

• Application Programming Interfaces (APIs)
• Client experience, behaviours and preferences
• Operational Risk
• Change/ Project Management
• System and technology integration
• Communication & Presentation skills
• Stakeholder Management
• Strategic Thinking

Qualifications

• 15+ years of banking and finance industry experience or similar industry
• 15+ years’ experience in Client Implementation with strong delivery focus
• Has strong project management disciplines
• Extensive knowledge in API, system and technology integrations, and Transaction Banking products
• Creative problem-solver with a strategic mindset
• Outstanding written and verbal communication skills, including presentation skills
• Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset
• Effectively manage escalations, including driving resolutions and/or appropriately escalating to senior MT (internal + external)
• Experience in managing a team where team members are in multiple countries
• Proven track record of successfully delivering large, complex, and cross-border deals
• PMP certification is a plus

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.