Job Summary
We are seeking a talented, passionate and experienced senior individual to join the Bank’s Transformation, Technology & Operations (TTO) organisation as Global Head, Design and Process Excellence to lead the Bank’s capability and execution agenda to design and simplify processes. The TTO organisation is the engine room of the Bank and provides Technology, Operations and Transformation services across the Bank globally. It consists of over 45,000 people across 59 markets with an annual operating and investment budget of $4bn.
RESPONSIBILITIES
Design excellence and Process Simplification is an integral part of TTO and the bank’s agenda to be Fit for Growth. The primary focus of the role is to enable the Bank to leverage design thinking methodologies to identify opportunities and execute process simplification initiatives across the organisation. This not only entails the close partnership with senior management, but the engagement of subject matter experts and ground staff to identify the end-to-end processes from front-office to the back-office activities, with the goal of optimising efficiency and enhancing customer experience. The role requires driving holistic change not only by providing people at all levels with the right toolset but also ample coaching and change management to drive a culture change. Strong execution capability, ability to manage ambiguity and derive the right accountability model amongst senior leaders is required for the role bearer to be successful and deliver the Bank’s design and process excellence capability and execution agenda.
The Global Head, Design and Process Excellence is a pan-bank role. This role requires deep understanding of banking processes across business lines & functions and proficiency in process improvement methodologies with strong stakeholder engagement skills.
Strategy
Lead the implementation of design thinking principles and methodologies across the organisation to drive innovation within the Bank and transform TTO to become a client focused data driven digital bank.
Develop, deploy and continuously refine the bank’s process framework and approach for simplifying processes, eliminating redundancies, and streamlining workflows to improve operational efficiency.
Develop strategies and initiatives to optimise processes, leveraging technology, automation and best practices to drive continuous improvement and operational excellence.
Drive growth and branding of process excellence across the bank, help embed bank wide culture of sustainable continuous improvement.
Align and formulate the execution plan for process simplification as part of the bank’s Fit for Growth agenda.
Business
Partner with the senior management to establish a portfolio of initiatives to achieve end-to-end process optimisations to enable a seamless client journey; establish key performance indicators and metrics to monitor the effectiveness of the process improvements in enabling the business achieve scorecard outcomes and identify opportunities for further optimisation; and drive bank-wide cultural transformation.
Work closely with change management teams to ensure the successful adoption of process improvements, providing guidance and support to stakeholders throughout the implementation phase.
Ensures the frameworks and approach also encompasses the need for localisation, where required, and ensures the local country teams can also utilise the capabilities, tooling, etc. to accelerate structured problem solving and drive further efficiencies.
Establish and maintain a highly engaged working relationship with shared accountability with the respective business or function lines on bank-wide programmes (e.g. Global Process Universe simplification, etc.).
Processes
Oversee and facilitate the end-to-end process mapping, including front office, middle office and back office functions, to ensure a comprehensive understanding of current workflows and aids the identification of pain points to drive process simplification activities.
Oversee and accountable for process management taxonomy and standards for the whole bank.
Lead post-implementation reviews to identify areas of success and improvement opportunities and create a feedback loop for incorporating lessons learned into future projects.
Use data-driven methods to enhance client engagement.
People & Talent
Champion and act as a role model of the Group’s values and culture. Lead through example and build the appropriate culture and values. Sets appropriate tone and expectations for their team and work in collaboration with risk and control partners.
Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in the Bank are drivers and owners of client outcomes.
Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
Employ, engage, and retain high quality people, with succession planning for critical roles.
Ensure team structure/capacity is reviewed to enable delivery of client outcomes.
Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.
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.
Create a motivational and challenging environment for staff which is conducive to creativity and performance with customer centricity in mind.
Provide feedback on transformation leaders to their people leaders, as part of performance reviews
Key Stakeholders
TTO COO & Global Head, Group Transformation
Group Management Team
TTO Management Team
CCIB / CPBB MT
Business Heads
Function Heads
Transformation Leads across the Bank
Global Process Leaders (GPLs)
Functional Partners including Risk, CFCC, HR, Finance, Legal, GIA
Skills and Experience
Programme Execution and Management
Change Management
Process Mapping and Reengineering
Design Thinking
Stakeholder Management
Business Process Knowledge
Qualifications
Bachelor’s degree in Business Administration, Engineering, Finance or related fields
15+ years of experience in business transformation, process improvement of related fields within the banking or financial services industry
Strong track record of success with Lean / Process Re-engineering / Operational Excellence, Design thinking and operationalising culture transformation (preferably in large corporations or financial institutions)
Experience in deriving large enterprise transformation programmes to simplify and enhance operational delivery
Relevant qualification in Six Sigma / Lean / Agile Management preferred
Proven ability to prioritise issues within a large, rapidly changing environment and manage a wide variety / high volume of tasks while maintaining quality delivery.
Understands the operational environment, processes and controls needed to execute requirements. Handles sensitive matters with discretion and confidentiality.
A results-driven professional who manages well with ambiguity. Takes ownership to deliver, with a high level of flexibility and a preparedness to ‘roll up his/her sleeves’ to get the job done. Proven success in holding individuals accountable for progress against agreed deliverables.
Strong influencing and communication skills – oral, written and presentation. Proven success in communicating technical information in a simple way.
A team player; multi-culturally aware with a proven ability to work in a global service delivery model, with onshore and offshore resources.
A proven ability to work independently, solve problems and make balanced judgments / decisions
Demonstrates ability to work with limited direction and multi-task without loss of quality
Ability to perform the role of a senior ‘Change/ Transformation Leader’
Confident and courageous to raise/escalate issues in a pro-active, professional, and timely manner
Demonstrate understanding of and commitment to the Group’s core values
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.