HEAD, CLIENT EXPERIENCE , PROCESS AND GOVERNANCE (CEPG)

Job Description
	Job Summary Formulation and execution of clients experience strategy and change delivery optimizing and maximizing transformational and continuous improvement initiatives. The role is also responsible for overall governance over key risks of the business, including but not limited to AML CDD Sanctions and the first line of defence. This role strives to drive a good balance among client experience, efficiency and effective control across channels. Key Responsibilities Strategy and Model setting  Formulate & lead integrated service & operations proposition and strategy across channels  Set service delivery performance standards/targets across channels  Synchronize and coordinate across channel execution of service delivery, and interface with Group Technology and Operations (GTO) and other functional areas  Collectively own ‘deliver fast, friendly and accurate service’ within the customer charter.  Work with Segments, Product, Channel and relevant Functional Heads to drive the design, implementation, and maintenance of an optimized integrated servicing propositions, E2E delivery models, and overall standards across channels – Target Operating Model (TOM). Review and approve deviations, if any, from the TOM. Customer Experience and Relationship Management Service Delivery  In collaboration with country and regional Retail Clients Head, to jointly set and own annual performance targets, capacity planning and budgets to balance customer experience, operational efficiency, and control effectiveness.  Standardize Service Delivery dashboard – consistent between Group and Country and aligned across channels to the extent possible.  Monitor Business As Usual (BAU) dashboard – consistent between Group and Country and aligned across channels to the extent possible.  Synchronize/coordinate cross – channel execution and migration of service delivery.  Provide intervention on service delivery as needed.  Provide service element inputs on SCB Way across Distribution  Work closely with channel heads, & Country teams on service performance against service standards/targets, ensuring right balance of customer experience, operational efficiency and delivery quality. Risk management Control  Custodian of the first line of defence  Effectiveness utilization of resources doing activities related to first line of defence across the business  Early identification and resolution of risks in the business work with country Integrated Distribution Head to establish and run management operating rhythm/governance structure.  Coordinate audits and work with Compliance to ensure regulatory requirements met. Track relevant internal and external audit issues and appropriate management actions as performed by the responsible person identified in the audit report.  Jointly with the Channel Heads, responsible for ensuring relevant policies, procedures and standards are effectively implemented across the business. Reporting Role reports into : Country Head , Retail Clients (RC) Regional CEPG Head                                               Requirements for the Role;  Minimum Qualification  first Degree in any field  7 years working experience in a related field.  Strong communication skills – oral, written and presentation  Strategic mindset and with a micro dimension of business and customer experience.  Good knowledge of specific area of Retail Banking.  Strong analytical skills and ability to make decisions.  Good business judgement and strong in change delivery management  Strong programme management skills.
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	Diversity & Inclusion
	Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential. APPLY