Head of Client Technical Implementation Advisory

Head of Client Technical Implementation Advisory

Head of Client Technical Implementation Advisory

Global Implementation is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. The team is client-facing and provides technical solution advisory on client implementation as part of RFP/RFI responses, client pitches and end-to-end implementation cycle, supporting and onboarding clients, providing 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.

The candidate is responsible to drive and execute the strategy of TB Global Implementation in all aspects while working closely with Regional and TB Centre Heads/Leads in ensuring both clients and internal teams are provided with the best technical advisory support for TB Products and Channels solutions. The candidate will need to support end-to-end client implementation, including providing technical solutioning and security protocol advisory, keeping in touch with the latest technology developments and industry best practices, perform troubleshooting and root cause analysis contributing to resolution of technical issues related to the implementation, and continuously improving client satisfaction and drive revenue realisation. The candidate is also responsible in leading a sub-team of Technical Advisory Specialists who are based in various locations and ensure that the team continues to provide best-in-class technical advisory to clients for our TB Products and Channels solutions.

• Drive Global Implementation Strategy and actively participate in identifying opportunities to uplift and/or re-establish the profile/identity of the Global Implementation team
• Lead the roll-out of Client Implementation Harmonisation
• Provide key inputs to identify and participate in defining Global Implementation initiatives and hub location strategy
• Lead the development of frameworks and/or redesigning of processes, systems and operating models
• Continuous engagement in collaboration with Product/Channels/Technology in the designing of a suite of capabilities and services
• Drive focused client sessions with Sales, Coverage, Product and other partners to position overall propositions
• Develop regular connect sessions with Clients, including participating in various client and industry forums/events/conferences
• Drive strategic plan/roadmap of client deal management
• Keep in touch with the emerging technologies and industry best practices, working with stakeholders and Product partners to drive the digital agenda and strategy for Global Implementation
• Establish and maintain the technical advisory knowledge document repository and client guides, including the strategy on maximizing utilisation and maintenance, ensuring the documents are kept up-to-date

Business

• Help identify opportunities to build incremental and defending existing business, participate in responses to RFPs/RFIs and client pitches and providing best-in-class technical solution advisory to clients and prospects, partnering Sales, Coverage and Product partners.
• Ensure a continuous improvement model is adopted to drive efficiency, including harmonisation with support partners, and extended Global Implementation team
• Help identify and drive opportunities to streamline processes to improve client experience, including collaborating with functional partners
• Help identify opportunities to improve existing operating model, including the current resourcing and client footprint strategy
• Help develop an approach to build bench strength within the Technical Integration team and wider Global Implementation team
• Help identify opportunities to reduce costs

Processes

• Ensure effective and disciplined usage of the Implementation Management system for self and team
• Help drive the discipline of Client and Project Management across the team
• Has product knowledge in both cash and trade, and technical knowledge on implementing TB solutions and client integrations
• Ability to manage ambiguity in uncertain situations and escalate in a timely manner
• Provide inputs to strategise the implementation of key deals or co-created deals
• Proactive client deal management, including providing key inputs into solutions for the clients
• Drive the team to achieve optimal technical solutions leading to improved client experience and implementation cycle time
• Provide timely support for high profile deals (RFP/RFI and global/regional mandates)
• Knowledge in identifying cross-sell opportunities
• Provide support to Regional Heads/Leads and/or Country Heads/Leads in driving an integrated approach with partners to capture client feedback opportunities
• Provide key inputs for management packs, with opportunities to present in management forums on behalf of Regional Heads/Leads and/or Country Heads/Leads
• Work closely with RM and TB Sales teams to provide technical solutioning inputs in RFP/RFI responses on the implementation component as part of the Deal team
• Provide technical advisory and support, including trouble-shooting, root cause analysis and driving resolution for technical issues encountered as part of the end-to-end implementation cycle.
• Collaborate with Sales, Coverage, Product Management, Product Development, Channel Management, Technology, Operations and other relevant Functional teams on solution designing
• Develop and nurture client relationships to ensure 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
• Participate in technical discussions, execution of documentation, ERP integration, technical set ups, planning, testing, training and onboarding
• Work closely with clients and Product Management during the project requirements gathering, developing technical solutions, system integrations, user testing and training
• Help drive sustainability when considering processes, systems and operating model
• Work with DCDA, Technology and Operations to design and implement platforms/ecosystems to support TB products
• Understand emerging technologies and innovations to help improve product offerings and solutions to meet evolving client needs
• Work closely with external partners to support clients in their digitisation journey, ensuring efficient implementation experience and optimal solutions for clients
• Engage in discussions, forums and events around emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify and improve business processes

Help drive post implementation activities, including:

• Sharing constructive client feedback with relevant partners

People & Talent

• Support a safe, inclusive and collaborative environment for all team members
• Promote growth and development with direct reports including actively tracking progress (where applicable)
• Encourage open and regular transparent conversations, including two-way feedback loops
• Provide ongoing mentorship and guidance (where applicable)
• Embrace and promote a data driven culture
• Help create a culture of trust and continuous learning mindset
• Manage and provide key inputs to the team’s training plans, awards, etc.
• Equip the team with the necessary knowledge and skills through training
• Help foster a safe environment to encourage team members to be brave and speak out
• Support the holistic data management framework for Implementation Management system
• Ensure adherence to all local regulatory, legal and compliance requirements
• Proactive risk management; including delivery and operational risks

Governance

• Adherence to all bank’s policies and standards, including timely completion of e-Learning courses for self and direct reports (where applicable)
• Ensure implementation governance controls are properly executed by the team
• Assist with the governance of business controls; including identifying opportunities to develop new business controls
• Participate in Regional/Country Implementation Governance forums to support Regional Heads/Leads and/or Country Heads/Leads

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 and solutions 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
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Timely completion of all mandatory risk and compliance training including e-learnings within stated timeframes

Key stakeholders

Internal

• Global & Regional Implementation Heads/Leads and Country Implementation Managers
• Product Managers
• Relationship Managers
• Client Managers
• Service Managers
• Operations and Support teams (IMO, GBS, CFCC, Legal, etc.)
• Technology delivery teams (T&I, PSS, etc.)
• DCDA team
• Global Implementation MT and their delegates 

External

• Third Party Providers

Our Ideal Candidate

• 15+ years of banking and finance or relevant industry experience with Transaction Banking product knowledge 
• Strong technical knowledge and experience in technical advisory and solution delivery in Client Implementation
• Change & Transformational experience in Client Implementation with strong delivery focus
• Strong knowledge in H2H, SWIFT and emerging technologies, API, system and technology integrations, and TB products preferred
• Knowledge of ERP and TMS systems in the market
• Creative problem-solver with a strategic mindset
• SAP certified professional is preferred
• Excellent written and verbal communication skills, including presentation skills
• Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset
• Effectively manage escalations
• Leading diverse teams and People Manager skills

Role Specific Technical Competencies

• Application Programming Interfaces (APIs)
• Client experience, behaviours and preferences
• Operational Risk
• Change/ Project Management
• System and technology solutioning and integration

Standard Chartered is a leading international bank, with more than a 150-year history in some of the world’s most dynamic markets. We bank the people and companies driving investment, trade and the creation of wealth across Asia, Africa and the Middle East.

With more than 1,100 branches and offices in 68 countries, we offer exciting and challenging international career opportunities.

Standard Chartered is a leading international bank, with more than a 150-year history in some of the world’s most dynamic markets. We bank the people and companies driving investment, trade and the creation of wealth across Asia, Africa and the Middle East.

With more than 1,100 branches and offices in 68 countries, we offer exciting and challenging international career opportunities.

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