Transformation Lead

Job Description

*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 ResponsibilitiesThe ESS Transformation Lead will drive organizational transformation of End User Support Services. This role will define how service will be provided in the future such that inefficiencies are eliminated, customer experience is enhanced, and top-tier service is consistently provided across all supported locations. The role is expected to manage and influence various stakeholders as solutions / strategies are determined, streamlined and implemented.Strategy

• Drive standardization across support teams in 13 large countries including services, processes & tools
• Deliver innovative solutions within EUS Customer Experience and Support which lead to frictionless and effortless employee experience
• Work with strategic support partner to optimise vendor resources and shift expertise to central support model while maintaining appropriate in country footprint and governance

Business

• Project-manage delivery of transformative solutions into production environment which include articulating expected outcomes, quantifying benefits (cost / effort / risk reduction), determining required resource investment, mechanism to assess success or failure
• Work with internal and external stakeholders of the business to re-look at current processes and ways of working to identify strategic service innovations and eventually carry these through to implementation
• Improve customer experience

Processes

• Evaluate IT processes / workflows / workload using LEAN methodology to identify opportunities for automation, wastage elimination, innovation and centralization
• Manage various transformation streams i.e. automation, workflow optimization, shift-left, centralization to ensure opportunities are solutioned and implemented into production without service impact.
• Work with Service Domain / Service Design for seamless integration of solutions in the end to end customer journey
• Work with Service Desk / End User Support Services to ensure service continuity in case of automation failure or interruption
• Drive consistent adoption of new or changed processes and services across all the countries in scope for End User Support Services
• Define tooling requirements that will reduce time / effort in executing an activity and work with appropriate teams to develop this tool
• Evaluate innovation opportunities for services planned to be onboarded into the support space
• Drive best-in-class delivery by ensuring all service SLA s and KPI s are measured and met, service hygiene is maintained including asset registration, build commissioning, decommissioning and patch process adherence with evidence of conformance / performance. Drive User Experience Management i.e. measuring performance beyond existing KPI s and focusing on user feedback e.g. Voice of Customer, Experience SLA s, etc

People and Talent

• As part of Operations Excellence, lead initiatives within ESS to upskill / re-skill the team and making them future fit
• Promote partnership and collaboration across EUS, ET and Business. Look for opportunities to reduce process, people and technical friction.
• Exemplify can do attitude, manage expectations clearly.

Risk Management

• Proactive in seeking regular assurance that ESS is performing to an acceptable risk and control standard.
• Adheres to laws and regulations, internal risk and compliance policies and the Group Code of Conduct
• Demonstration of adherence to the Group Management Responsibilities policy and fair accountability principles
• Prompt and decisive action when any risk and compliance weaknesses become apparent, addressing them in an appropriate timeframe, escalating where necessary, having carefully understood what happened and why
• Ensure focus and effective support of internal and external audit activities

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 ESS 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

• All service domains / transversal domains within ET End User Services
• CTM s where ESS has presence

Our Ideal Candidate

• Bachelors Degree
• At least 10 years of relevant experience in Process / Service Delivery Design, Leading transformational projects or initiatives
• Relevant experience in Project management
• Training / Certification on Lean, Six Sigma methodologies
• Strong management, leadership, problem solving, motivational, interpersonal and communication skills
• Able to communicate effectively across all management levels and with external stakeholders
• Demonstrate background in managing complex and multiple businesses and/or IT initiatives (implementation projects and programmes) to completion, on time, within budget and quality level

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
support servicesuser experienceuser supportmusic makingsix sigmaproblem solvingservice deliverycode of conductend user supportservice deskservice designexternal audit