Senior Manager - Global Process Support

Job Summary

Global Process Owner Support
Support Global Process Owners (GPOs), delegates and Process Leads across the end-to-end CIB Client Lifecycle portfolio as part of the central GPOS Process Efficiency team. The role analyses cross-process issues, supports practical target-state design, coordinates agreed improvement initiatives and helps embed sustainable changes across people, process, technology, data, information and controls. Working under the direction of senior process efficiency lead/s, the role contributes to improved process governance, operational readiness, risk management, efficiency and client outcomes. 

• •    Partner with GPOs, delegates, Process Leads and subject-matter experts to document process pain points, risks, controls and improvement opportunities. 
• •    Perform cross-process analysis using data, stakeholder input, root-cause analysis and process mapping to identify duplication, bottlenecks, hand-off failures and manual activity. 
• •    Support practical and controlled target-state process design, including roles, decision points, controls, service standards, MI and implementation requirements. 
• •    Coordinate assigned workstreams from problem definition and impact assessment through approval, implementation, BAU handover and benefits tracking. 
• •    Prepare working-group materials, maintain actions and decisions, and provide clear progress updates.

Key Responsibilities

Strategy

• •    Support delivery of prioritised process-efficiency, simplification and control-enhancement initiatives across Client Lifecycle processes. 
• •    Help translate strategic, regulatory, client and operational priorities into defined process improvements, requirements and implementation plans. 
• •    Promote globally consistent, scalable and client-focused solutions while capturing justified regional or country requirements. 
• •    Contribute analysis and design support to transformation programmes, aligned to GPO accountabilities and agreed standards. 

Business

• •    Build effective working relationships across GPO/s, Client Coverage, Operations, Product, Technology, Transformation, Risk and Control, Legal and CFCC. 
• •    Gather and validate stakeholder requirements, facilitate working-level decisions and escalate material issues or dependencies. 
• •    Maintain transparency on delivery status, actions, risks, dependencies, resource needs and expected benefits. 
• •    Prepare concise presentations, papers and updates for working groups and senior stakeholder review. 

Processes

• •    Document current-state processes and cross-process hand-offs using process maps, data and stakeholder insight. 
• •    Perform gap, impact and root-cause analysis; translate findings into prioritised, owned and time-bound actions. 
• •    Support target-state design across people, process, technology, data and information, including RACIs, controls, service standards and MI. 
• •    Develop or update process maps, Process Guidance, communications and user-facing implementation artefacts. 
• •    Co-ordinate with relevant Ops team to ensure the changes are appropriately embedded into the repective DOIs
• •    Prepare and where required co-ordinate change-impact assessment, testing, operational readiness, training, communications, go-live support and post-implementation review. 
• •    Prepare materials and support  workshops using Lean, A3 problem solving, Design Thinking, Dynamic Work Design, Scrum or Kanban. 
• •    Track delivery, adoption and realised benefits, and contribute to the GPOS efficiency toolkit and lessons learned. 

People & Talent

• •    Promote continuous improvement and consistent use of process-design and problem-solving practices. 
• •    Share knowledge and contribute to a collaborative, inclusive and delivery-focused team environment. 

Risk Management and Governance

• •    Ensure assigned analysis, designs and changes consider applicable laws, regulations, policies, standards and the Group Risk Management Framework. 
• •    Support assessment of change risk, control implications, critical-process impacts, dependencies and residual risk, escalating issues appropriately. 
• •    Maintain risk, issue, action and decision logs with clear ownership and follow-up. 
• •    Support control monitoring, audit and regulatory responses, and remediation activity relating to assigned process changes. 
• •    Prepare inputs for QPRs, NFRCs and other governance forums where required. 
• •    Use agreed metrics and service standards to support evidence-based decisions and sustained performance. 

Regulatory & Business Conduct

• •    Display exemplary conduct and live by the Group Values and Code of Conduct. 
• •    Take personal responsibility for complying, in letter and spirit, with applicable laws, regulations, guidelines and the Group Code of Conduct. 
• •    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. 

Key stakeholders

• •    Global Process Owners, GPO delegates, Process Leads and subject-matter experts across the CIB Client Lifecycle portfolio. 
• •    Client Coverage, Client Management, CDD Execution, CLM Ops, Orchestration teams, Financial Markets, Product and COO teams Country, regional and GBS Operations teams, including impacted frontline and operational users. 
• •    Technology, Transformation, Change Delivery, Data and Architecture teams. 
• •    CFCC, Legal, Group Operational Risk, Enterprise Risk Management and applicable second-line teams. 
• •    Business QPRs, Non-Financial Risk Committees, Group Internal Audit and external auditors, as required. 

Other Responsibilities
•    Embed Here for good and Group’s brand and values in Banking Platform

•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Skills and Experience

• •    Business process and target operating model design 
• •    Process analysis, root-cause analysis and continuous improvement 
• •    Programme, project and change delivery 
• •    Stakeholder management, facilitation and influencing 
• •    Risk, control and governance management 
• •    Data analysis, management information and benefits tracking

Qualifications

• •    Degree or equivalent professional qualification in business, operations, project management a related discipline, with significant relevant experience in process design, operating-model design, business transformation or change delivery.
• •    Relevant experience in process analysis, process improvement, operating-model design, project delivery or business change, preferably within Corporate and Investment banking or a complex regulated environment.

Knowledge of Client Lifecycle processes such as onboarding, KYC/CDD, tax, funds onboarding, account opening, maintenance, consent, offboarding, dormancy or reactivation is advantageous. 

• •    Strong analytical, problem-solving, stakeholder-management, written communication, presentation and Microsoft Office skills. Familiarity with Confluence, JIRA and process-mapping tools is desirable. 
• •    Lean, Six Sigma, Business Process Management, Agile, project management or change-management certification is desirable but not mandatory.
• •    Languages: English

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.