Associate Director, Digital Servicing

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
The Role Responsibilities
Providing essential operational and analytical support to our businesses and helping improve customer service and efficiency through digital means, ensuring best in class customer experience and capturing revenue growth opportunities of Digital Banking.
Role entails taking ownership towards delivery of:
Business

• Possesses with a can-do attitude, strong analytical skills, passion and motivation to excel - this individual will become a key player in the Digital Servicing area.
• The suitable candidate should be a self-driven person and a forward-thinking explorer by nature in taking full ownership of the deliverables. One should be technically profound and fully loaded with business acumen and communication skills.

Core skills and responsibility

• Steer and implement cross-channels (digital, branches and call center) servicing and commercialization strategy for digital adoption, and attain the cost efficiency
• Lead and/or support squad to implement business initiatives in collaboration with squad members from credit card, deposit, operations, client experience, analytics and marketing
• Be the center of eStatement and eAdvice expertise, lead & manage the enhancement of eStatement and eAdvice for optimizing customer experience and driving adoption
• Meet the squad OKR (digital adoption%, digital activation%, Commercialization target, NPS scores etc.)
• Strong leadership and communication skills, able to motivate others to strike for excellence
• Exceptional analytical, planning and reporting skills

Risk Management

• Ensure relevant control measures are undertaken to minimize risk exposure

Governance

• Ensure relevant control measures are undertaken to fully complied with regulatory & business conduct

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Channel: Distribution Network, Digital Banking, Voice & Virtual
• Products: Wealth Management, Retail Products
• Others: Brand & Marketing, Retail Analytics, Legal & Compliance, CEPG, Operations
• Group: Group Payments, Digital & other Group teams

Our Ideal Candidate

• Bachelor or above degrees in Computer Science, Information Systems, Statistics or related disciplines or commensurate practical experience
• 10 years of meaningful experience in banking, digital banking and/or technology
• Experienced in managing squads and coordinating multiple strategic projects across internal teams & client relationships
• Good team player, self-motivated and proactive at work. Detail minded with appreciation on accuracy. Able to work under pressure and manage deadlines or unexpected changes in expectations or requirements and adjust priorities quickly as circumstances dictate
• Excellent communication skill, both written and verbal, English and Chinese, to explain complex or technical issues and also applied it in designing the conversational wordings in Chatbot.
• Exceptional analytical, planning and reporting skills
• Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications
• Good understanding of project methodology (agile/waterfall), frameworks and best practices
• Respectful of different cultures, working with colleagues from across the globe

Visit our careers website www.sc.com/careers