Global Implementation 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. The team 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.
The Implementation Manager is responsible for ensuring the end-to-end delivery of the TB solution, including helping with relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to help accelerate revenue realisation. This role is responsible to drive and execute the strategy of TB Global Implementation across, process and technology while working closely with Regional/Global Head on ensuring the end-to-end delivery of the TB solution, including helping with relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to help accelerate revenue realisation.
RESPONSIBILITIES
Strategy
Supports the Global Implementation Strategy and actively participates in identifying opportunities to uplift and/or re-establish the profile/identity of the Global Implementations team
Drive the roll-out of Client Implementation Harmonization
Provides key inputs to identify and participates 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 in the designing of a suite of capabilities and services
Help drive focused client sessions with Sales, Coverage, Product, and other partners to position overall propositions
Help to drive strategic initiatives from Global Implementation function
Help develop regular connect sessions with Clients, including participating in various client forums/events/conferences
Drives strategic plan/roadmap of client deal management
Business
Ensure a continuous improvement model is adopted to drive efficiency, including harmonization 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 Global TB Implementation team in Bangalore
Processes
Ensures effective and disciplined usage of the Implementation Management system for self and team
Helps drive the discipline of Client + Project Management across the team
Has product knowledge in both cash and trade
Ability to manage ambiguity in uncertain situations and escalates in a timely manner
Provides inputs to strategize 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 improved implementation cycle time
Manages implementation for high profile deals (RFP, global/regional mandates)
Knowledge in identifying cross-sell opportunities
Provide support to Regional Head/Lead and/or Country Head/Lead 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 Head/Lead and/or Country Head/Lead
Help drive post implementation activities, including:
Post Implementation Surveys / client testimonials
Sharing constructive client feedback with relevant partners
Provide 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 remains aligned to client needs
Provide technical feedback as required to Product Owners and/or distribution teams for continuous iteration of product development
Project Management of the end-to-end implementation cycle (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
Help drive sustainability when considering processes, systems, and operating model
Work with Technology and Operations to design and implement platforms/ecosystem to support TB products
Where applicable, understand emerging technologies and innovations to help improve product offerings to meet evolving client needs
Work closely with external partners to support clients in their digitization journey, ensuring efficient implementation experience for the clients
Engage in discussions regarding emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify / improve business processes
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
Provide key inputs into team training plans, awards, etc.
Provide key inputs to equip the team with the necessary skills to run deals independently (where applicable)
Help foster a safe environment to encourage team members to be brave and speak out
Risk Management
Support the holistic data management framework for Implementation Management system
Ensure adherence to all local regulatory, legal and compliance requirements
Proactive risk management; includes delivery + operational risks
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 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 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
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.
Completion of all mandatory risk and compliance training including e-learning within stated timeframes
Key Stakeholders
Internal
Global & Regional Implementation Heads
Sale Managers
Product Managers
Relationship Managers
Client Managers
Service Managers
Other Implementation team (country)
Operational teams (IMO, GBS, CFCC, Legal, etc.)
Technology delivery teams (CUI, PSS, etc.)
Supply Chain
Channel teams
MT meeting direct / delegate
External
Treasury Senior Stakeholders
Client Senior Stakeholders (all segments)
Third Party Providers
Our Ideal Candidate
12 years of banking and finance industry experience or similar industry
5 years’ experience in Client Implementation with strong delivery focus
Has strong project management disciplines
Knowledge in API, system and technology integrations, and Transaction Banking products
Creative problem-solver with a strategic mindset
Excellent written and verbal communication skills, including presentation skills
Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset
Effectively manage escalation
Proven track record of successfully delivering large client deals
PMP certification is a plus
Role Specific Technical Competencies
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