JOB SUMMARY
Lead implementation of Customer Relationship Management (CRM) platform for Business Banking (BB) globally
Develop a clear end state design (using Design Thinking methodologies), milestones and implementation roadmap with inputs from BB business stakeholders
Deliver flexible, cost-effective, scalable and digital innovations to enable frontline to efficiently conduct their activities and deliver a superior and differentiated client experience
Setup and provide oversight in Governance forums to oversee ongoing platform initiatives
Define, drive and track success metrics (OKR’s) to increase usage of CRM platform, improve productivity and customer engagement
Design and implement a change management strategy
RESPONSIBILITIES
Strategy
Collaborate with BB country teams to develop and detail the design (end state vision) of BB CRM platform including relevant integrations
Develop the implementation roadmap for BB CRM with help of CRM product owners, secure alignment and budgets with senior management
Be the front face of BB CRM squads for BB business to drive agreed Objectives and Key Results (OKRs)
Benchmark Standard Chartered competitively against the best platforms and tools, identify key trends and incorporate into SC’s plans
Processes / Execution & Project Management
Able to work in Enterprise agile environment and guide the POs and Squad to define and deliver business value from sales automation program
Work with cross functional Group, regional and country teams to identify use cases to be implemented on platform. Execute those use cases with help of Agile Squad.
Creating and maintaining a prioritised Product Backlog, ensuring it is visible, transparent and clear
Representing the stakeholders, and has the mandate to prioritise scope (functions/features) on behalf of the business
Clearly communicating priorities, objectives/goals, mission and acceptance criteria to the Agile Delivery Team
Work with Vendor, Professional services consultant and cross functional teams in SC (such as Group Digital, Segments, Country Digital, Distribution, Group ITO) to design, implement capability
Validate deliveries through success metrics, after deployment to ensure they meet all operational and business requirements and drive maintenance and problem resolution, as required
People & Talent
Nurture a network of country champions for effective embedment of the CRM platform in frontline operating rhythm. Share best practices across country teams.
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 BB CRM implementation 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
Global Head of Business Banking
Global Product / Segments Heads – Business Banking
Country Heads of Business Banking
Group/Regional/Country Digital Banking
Technology
Compliance, Operational Risk, CFCC (Conduct, Financial Crime & Compliance), Credit Risk, Supply Chain Management, Global Infrastructure Services
Other Responsibilities
Embed Here for Good and the Group’s brand and values in the business
Perform other responsibilities assigned under Group, Region, Country, Business or Functional policies and procedures
Work effectively across SCB, using values behaviours to drive overall business growth
Our Ideal Candidate
Experience with sales transformation for BB.
Understanding of BB distribution and sales methodologies is preferred so that individual appreciates ground realities.
Industry Knowledge: Understand “day in the work life of a Banker” to drive efficiency and effectiveness, so sales teams are focused on helping BB clients achieve their goals
Experience in Microsoft Dynamics or other enterprise CRMs is preferred though not mandatory
Bachelors / Master’s degree holder.
10+ years in business banking preferably with distribution side for large bank.
Strong communication, interpersonal and stakeholder management skills
Good knowledge of Confluence and JIRA to conduct above activities in enterprise agile environment
Highly effective in a large virtual cross functional team aligning to/and multiple business and IT partners across different markets
Role Specific Technical Competencies
Agile Product Management
SME Banking – Sales Methodologies
Data & Analytics
Customer Relationship Management / Sales Enablement Tools
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