Client Implementation Manager - Securities Services Operations

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. JOB PURPOSE:

• The New Business Implementation is responsible for the end-to-end conceptualization & ultimate implementation of Securities Services which Corporate and Institutional clients mandates across geographies.
• This position is required for the management of key client implementation mandates for Securities Services.
• The New Business Implementation Manager is responsible for making sure that customer requirements are agreed and are communicated timely and clearly to the stakeholder community to establish the right level of expectations. The New Business Implementation Manager is responsible for ensuring project management disciplines are followed; ensure quality delivery, meeting customer requirements within agreed schedules.
• The role is responsible to work closely with TB Sales, BAM (Business Account Manager) , Product, Technology, Change & Control teams to understand demand for new services / products, to be the single point of contact for such initiatives, lead the operations input into the process design for the same and to ensure prioritization of technology & process change delivery. Work with the Change Management team in relation to high level implementation plans.
• The role works closely with Product and Client Service to define client SLAs and implement the target architecture, processes and controls for Client Service teams through the new business implementations.

KEY RESPONSIBILITIESStrategy:

• Drive improvements in the interactions for new business implementation between SCB operations and the client, leading to improved client experience scorecards (where appropriate) and increasing levels of client satisfaction.
• Create a program that will engage the operations staff and challenge their legacy approach to new business implementation, seeking to evolve their approach and response to Clients to be Best in Class.
• Drive operations strategy to streamline processes, enhance productivity, reduce risk, improve controls, leveraging technologies where appropriate.
• Request for Proposal (RFP) / New Deal Review (NDR):
• Operational assessment of RFP and approval for New Deal (BAP/NDR) for Securities Services which encompass approval of non-standard processes, FTE required, technology enhancements and associate cost and timelines.
• Co-ordinate with TB Sales, BAM , Product, Technology, Change & Control, country/GBS operations to ensure completeness and alignment to target operating model.

Implementation:

• Overall Securities Services ITO owner and subject matter expert (SME) for the new business implementation mandate.
• Represent operations in client meeting through the life cycle of mandate implantation.
• Lead the operational implementation planning, identify, and engage appropriate country/GBS resources to work on implementation as part of regional mandate.
• Ensure project management disciplines are applied to the implementation.
• Develop all-encompassing Business Requirement Document capturing customer requirements.
• In conjunction with the Technology and Change team, derive business and technology solutions that meet the customers business requirements.
• Ensure that functional and technical solution specification from the technology team are meeting the client requirement.
• Contribute to design and update an end-to-end project plan.
• Identify key risk/dependency associated with the implementation and providing mitigation solutions or escalating appropriately.
• Ensure change request process is followed to identify and resolve impact on implementation deliverables planned.
• Ensure adherence to implementation standards and approach.
• Provide training to the country/GBS operations to highlight the specifics of the implementation.
• Effective escalation of issues / risks to Group Operations and Regional Implementation Heads (TB & ITO) for attention and resolution.
• Conduct post-implementation review to assess the success of implementation in achieving the customer objectives, satisfaction and value to the bank.
• Ensure that solution is scalable, robust and can be reused for similar needs of other customers.

Other Responsibilities:

• Develop key performance & risk-based metrics which enable operations to demonstrate effective governance and oversight on new business implementation.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Communicates and models the criticality of customer focus as an organizational strategy.
• Participates in the integration of new information technologies with an existing process for new business implementation.
• Participates in the design, application and evaluation process for new information technologies.
• Utilizes technology-based tools to graphically illustrate customers needs.
• Advises others on how to effectively get customers to accurately and thoroughly reveal their needs and priorities.
• Innovation opportunities: partner with various groups to identify and pursue innovation opportunities which can benefit the securities services business within SCB;
• Automation & digitization: partner with various groups to plan and execute operational enhancements to further automate business processes while identifying yet, unknown opportunities for greater business efficiency and implementation.

KEY RELATIONSHIPS:

• Works largely independently under consultation with line manager and is responsible for leading and managing the teams involved in the client implementation and Securities Services initiatives.
• Internally, key relationships include:

1. Securities Services Operation (SSO) Heads in country
2. Group, Regional Heads
3. GBS SSO and SSO Heads in each hub (Malaysia, India and China)
4. Group, Regional and Country Product Team
5. Group, Regional and Country Business Team, Sales and Relationship manager
6. Group and Country Technology & Channel Management team
7. Implementation & Solution Delivery Team

• Externally, key relationships include:

1. Prospective clients
2. Discussion with application vendor and market data vendor.

KEY MEASURABLES:

• Key measurables are defined in the annual objectives for the individual and will reflect the essential activities required given both the lifecycle of the channels but also the immediate commercial goals of the team.
• The following are also considered to be core measurables:

1. Feedback from Client and internal stakeholders
2. In development, timely implementation and with desired business benefits realization are all key measurables
3. Key Performance indicators

• Alignment to standard operating model

Qualifications & Skills:

• Broad banking and securities services experience
• Profile with fund services or relevant industry experience of 10 years or more.
• In depth knowledge of process management. Preferably with operational background (fund accounting, transfer agency, etc.)
• In-depth knowledge and understanding of the securities services industry
• Knowledge of relevant TB products such as Cash, Custody
• Understanding of how to work effectively within a matrix / network organization
• Strong customer service and client focused skills with sensitivity to clients needs
• Proven track record in delivering successful client implementation initiatives across Securities Services products
• Track record in delivering continuous improvement and demonstration of being a Change Agent.
• Ability to understand a data flow / process lifecycle and identify wastage & opportunities for automation or process improvements

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 :
project managementerpdeliverysalescustomer relationsdata flowlife cyclemarket datanew businessfund servicesprocess designcustomer focusclient meetingtransfer agencycustomer servicechange management