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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role ResponsibilitiesOur team s responsibility is to transition the operating model of the Bank s Technology & Innovation (T&I) department to operate as a Service Organization. Your will be responsible for setting the vision for how customers experience the processes of requesting and consuming technology. This means really understanding our customer base, their objectives, and their current challenges. Based on this information you will create a design framework that your team will use to design services and processes that offers this experience. This design framework focuses on the end to end customer journey including efforts required by the customers, as well as the factors related to the service delivery (e.g. speed to market and quality). This may include implementing process improvements, automations, and integrations.You and your team will be working closely with the Service Owners and use your framework to design and implement services that offers the defined experience. There are hundreds of services offered by T&I, therefore you will define the optimal parameters used for prioritizing service onboarding to the new framework.Our team services the entire Bank by improving the experience and efficiency of providing access to all the bank s technology services. To do this effectively you need to understand how the bank works and what its key drivers are. You need to engage and collaborate with a wide variety of teams to understand how T&I can make it easier for employees to perform their work. Collaboration with the wider organisation is also essential to facilitate cross-functional efficiencies through automation and workflow optimisation. To ensure we perform (and continue to perform) as a service organization you will define common KPIs that all services will be measured by. You will also define, implement, and govern a reporting framework using these KPI s which will be used to identify improvements and measure our ongoing service maturity level. You should be familiar with human centred design methodology, process improvement methodologies and have basic understanding of automation and integration. You and/or your team must be comfortable running workshops with delivery teams and customers, taking them through the design framework and facilitate the design of optimal customer journeys and technology delivery. Our Ideal Candidate
Keyskills :
record of successservice designservice deliverycustomer journeysprocess improvementcustomer satisfactionkpiturnbasicbrandvisitidealdesignactingaccess