Job Summary
The Client Impact Management and Change Readiness role reports into Cash Client Services. The role is responsible for working with Cash Product, Cash Tech, DCDA and other internal stakeholders to identify client impacting change and represent the voice of client during unplanned and planned change events.
To be successful in this role, the candidate should have detailed knowledge of Cash Product and foundational technical knowledge. This role will require the candidate to understand change events, the resulting client impact, and work with service to manage clients through Change.
The candidate should have strong communication skills, both written and verbal. The candidate should also have strong Excel and PPT skills, needed to design and report client impacting metrics.
Role Involves Shifts: 12:30 am IST - 9:00 am IST / 9:00 pm IST - 6:30 am IST
Week Offs: Friday - Saturday / Sunday -Monday
Key Responsibilities
Strategy
- Represent Cash Client Services on all planned and unplanned client impacting change events.
- Drive improved transparency on client impacting change across the organization.
- Implement hyper care client reporting and track path to green.
- Establish best practices to manage clients through planned change.
- Act as an escalation point for operational or client issues.
- Lead initiatives to drive process improvement / digitalization.
Business
- Drive improved client experience through enhanced change management processes.
- Provide increased transparency to Frontline.
- Benchmark through client feedback.
Processes
- Establish operating level client change readiness framework.
- Ongoing reporting of client readiness.
- Represent Cash Client Services on unplanned client impacts.
- Drive process improvement to uplift client experience.
People & Talent
- At least 6 years experience, preferably within Cash or Client Service type role.
- Lead and support a change mindset, building a culture of client centricity.
- Build a collaborative relationship with Cash Client Services, and other key business stakeholders.
- Highly motivated to drive process improvement and change.
- Client first mindset.
Risk Management
- Identify, assess, monitor, control and mitigate risk in business operations.
- Compliance with all applicable rules / regulations of group policy
Governance
- Awareness and understanding of the regulatory framework which the bank operates.
- Ensure regulatory compliance and customer data confidentiality.
- Take personal responsibility for understanding the risk and compliance requirements of the role.
- Comply with the highest standards of regulatory and business conduct practices.
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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Lead 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.]
Key stakeholders
- Cash Client Services
- Cash Product
- Cash Tech
- DCDA
- Cash Sales
Skills And Experience
- Cash Product knowledge
- Technical knowledge
- Project Management
- Excel / PowerPoint skills
- Data Analytics
- Communication Skills
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.
