[SCB] Head, End User Transformation - (2300021548)

Location: Singapore
Job type: Permanent
Contact email: careersrise@bcg.com
Job ref: 2300021548
Published: about 2 months ago
Startdate: 16 January 2024 - 16 January 2024

The Role Responsibilities


  • Ensure program/projects portfolios align with the End User Services transformation strategy and with the overall Technology and Business strategies of the Bank.

  • Communicate the Transformation/change activity on a regular cadence with global stakeholders including TTO, Business, Finance, Property and Human Resources.

  • Ensure programs and projects have clear requirements defined leading to a fit for purpose outcomes that are strategically aligned, innovative, well-engineered, secure by design, resilient and cost effective.

  • Ensure all program deliveries are considerate of run optimisation/efficiency inc automation (service request fulfilment, testing and operations simplification), as well as service quality and reliability.

  • Work with Group Information Security to ensure solutions delivered into production meet bank security standards.

  • Establish and maintain strong, strategic partnerships with vendors and service suppliers.


  • Ensure the programs of work align to business priorities and adjust/pivot where needed through RF’s.

  • Build transparent and compelling investment cases (along with Hive and product leads) with clearly defined scope and benefits.

  • Lead and govern the full lifecycle of portfolio and program management including strategy definition, business case approval, plan, design, build, test, implementation, and value realisation.

  • Oversee multiple complex programs

  • Manage all global stakeholder engagement across technology, operations, business, and support functions.

  • Fund through change investments colleague digital dexterity to enable rapid adoption of new capabilities across the organisation.

  • Ensure delivery is architected and engineered appropriately, outcome aligns to requirements (functional/non-functional) and bank standards/process’, is commercially attuned, delivered as fit to run and is secure by design.

  • Manage all program/project financials and resourcing (forecast, plans, actuals, time booking, sourcing, adjustments where needed).

  • Manage all governance and benefits tracking – ensure consistency and standards applied for all projects and programs, and clear benefit tracking via explicit metrics and KPI’s that map directly to the strategic priorities.

  • Provide program status and reporting to all levels of the organisation

  • Manage all program and project issues, risks and drive for fast decision making to strive for continuous value delivery.

  • Implement and champion new ways of working (agile, lean, retrospectives etc) with respect to delivery.


  • Integration of our delivery frameworks - Ensure the resilience deliverable during requirements analysis, design, development and test phases along with ensuring best practices are followed

  • Participate in architectural discussions and ensure that solutions match requirements. Contribute to this discussion, and moderate recommendations and options.

  • Communication management - Perform Status reporting, escalations, stakeholder communication.

  • Ensure compliance with the Bank’s security, resiliency, quality, and production readiness processes.

  • Ensure vendor relationships are appropriately managed and deliver value. 

People and Talent 

  • Will own all EUS program and project teams (bar Property Technology) and manage/govern the EUS program and project delivery portfolio into all RF’s. Will own and provide governance through a central PMO function servicing all EUS delivery portfolios and activities

  • Will own responsibility for a team of high performing program, project and PMO staff in global strategic and core locations.

  • 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.

  • Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

  • Employ, engage and retain high quality people.

  • 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.

  • Will manage stakeholder communications and narrative as it pertains to program/project delivery, associatedrisks/issues and EUS/TTO strategic alignment

  • Support hive heads and product leads in creation and execution of RFPs/RFIs where part of program delivery scope

Risk Management

  • Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group identified in the responsible services. Awareness and understanding of key risks facing the Group and the role the individual plays in managing them

  • The ability to interpret the Group’s Financial information, identify key issues based on this information and put in place appropriate controls and measures.

  • Ensure a full understanding of the risk and control environment within End User services.

  • Ensure support procedures are in place and adhere to Group Security & Audit policies within End User Services.


  • Deliver to commitments, manage risk and issues and communicate effectively with sponsors and stakeholders regularly

  • Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls and if necessary, oversee changes in these areas as it relates to program and project delivery.

  • Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

  • Responsible for delivering ‘effective governance’ including MI; capability to challenge peers effectively; and Willingness to work with any local regulators in an open and cooperative manner.

  • Provide change management governance and guidance.

  • Ensure delivery and subsequent go live conforms to prerequisite evidence and requirements inc appropriate evidence of onboarding approval, licencing, operational readiness, testing, architecture and commercial/ fiscal parameters of the business case etc (examples - non exhaustive), 

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 End User Services Transformation team 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

  • Group CIO

  • Regional, Business and Country CIO’s

  • TTO CFO and MT

  • ET MT

  • Global Head of End User Services

  • CISO

  • Country CTM’s

  • COO’s

  • Board MT BPM’s

  • HR and Property MT

Other Responsibilities

  • Perform other responsibilities assigned under Group, Country, Business or Functional Policies & procedures.

Our Ideal Candidate

  • 10+ years of Portfolio & Program Management experience and deep exposure with financial industry will be advantageous

  • Strong background to end user services (Azure IaaS, PaaS)

  • Knowledge of product management and agile disciplines

  • Education: Degree or Higher [IT related tertiary qualification]

  • Certifications: PMP, ITIL, Agile SCRUM Master

  • Languages: Business Communication

Role Specific Technical Competencies

  • Program & Portfolio Management

  • Project Management

  • Risk Management

  • Stakeholder Management

  • Financial Management

  • People Management

  • Vendor Management

  • Management Reporting & Data Analytics

  • Communication & User Adoption Practice Knowledge

  • Storage solutions (NAS, SAN, direct attached)

  • Azure IaaS, PaaS

About Standard Chartered 

We're an international bank, nimble enough to act, big enough for impact. For more than 160 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

  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers