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Associate, Service Transformation, Private Banking

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China Standard Chartered Full time
Associate, Service Transformation, Private Banking

Title: Associate, Service Transformation, Private Banking

Location: Central, HK

Department: Operations

Employment Type: Regular Employee

Work Schedule: Office - Full Time

Date: 22 Jan 2025

Job Summary


• Support the PvB Service Transformation Team, Hong Kong in:
- formulating and executing the process improvement strategy to continuously improve the Client Experience and Front Office's productivity.
- developing a culture of continuous improvement among the Client Service Managers (CSM) and CSM Team Leaders who are the backbone of the sales team comprising of RM, RMTL, MH, RH as well as IA.

Business


• Assist the PvB Service Transformation Team, Hong Kong in identifying opportunities for improvement and driving these towards execution in order to remove redundancies and enhance Front Office's productivity and Client Experience in PvB, such as:
- Supporting PvB change delivery efforts, in designing and implementing process improvement for Global / Location initiatives.
- Providing input on the Front Office processes to technology transformation teams, when articulating business requirements and implementing new technology platforms.
- Working with relevant teams to enhance the control environment within the Front Office as the first line of defence.
- Ensuring smooth execution of projects at the onset as well as functioning on a daily basis while meeting deadlines.
- Socializing changes with the CSM during monthly huddles along with CSM TLs while clarifying their doubts and collecting important feedback.

Processes


• Review processes / parts of processes that require Front Office and CSM action. These include CDD Account Opening and Periodic Review, Investment Trade Execution, Payments, Non-financial transactions, etc.

• Ensure that changes have the required approvals under the PvB Operational Risk Framework.

People & Talent


• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from the team and work in collaboration with risk and control partners.

• Ensure ongoing training and development to remain suitably skilled and qualified for the role to mitigate any risks.

Key Responsibilities Risk Management


• Work with control partners (e.g., Compliance, Operational Risk) to ensure that proposed changes to processes do not deteriorate the control environment of the private bank.

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 the (country / business unit / function/(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


• PvB Regional Heads, Market Heads, Team Leaders and Relationship Managers.

• Other CPBB teams, including COO, Controls & Supervision, Client Acceptance & Review, Operational Risk.

• Support functions serving PvB, including Compliance, Legal, Operational Risk.

• Operations back-office serving PvB.

• Technology teams serving CPBB.

Other Responsibilities


• Embed "Here for Good" and the Group's brand and values in Private Banking.

• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications


• 5-10 years' experience in the Private Banking Front Office, in a Client Service Manager role. Significant knowledge of how processes flow and technology systems work related to various asset classes offered as products by a Private Bank.

• Strong problem-solving and verbal communication skills; able to understand implications of proposed process / technology changes on BAU practices, and articulate benefits / obstacles to overcome. Self-motivated; able to follow through on execution against defined timelines.


• Delivering results – performance orientation, disciplined execution of "tough" initiatives, ability to influence and convince stakeholders to "get things done".


• Desirable: Experience in leading process or technology improvement projects in the private banking Front Office. Leadership qualities – demonstrated ability to lead by example, role-model desired behaviours, willing to "get hands dirty" to accomplish objectives, focus on "win-win" solutions under pressure.

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.
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