COO, and Head of Onboarding, CPBB Hong Kong

Standard Chartered Bank
Hong Kong, Hong Kong
Jan 28, 2023
Feb 22, 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Role Responsibilities
The role holder of CPBB COO is expected to align the client journey objectives (onboarding and servicing and transacting) and risk management priorities to RB's strategic agenda and responsible for identifying and creating areas of competitive advantage including change management within the domain. The role holder will support in coordinating and resolving trade-offs between competing priorities by closely working with Regional and Country COO of CPBB Cluster Markets; Global Onboarding Operations and Client Due Diligence; CPBB Products and Segments teams in the country , digital and distribution teams in the Group and Country teams, Functional partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit etc
Key responsibilities include:
  • Responsible and accountable for designing the end-state vision of the CPBB Onboarding journey and setting the framework and organisational structure to deliver this experience. Embed digitisation principles in redesigning processes for straight-through-processing whenever possible.
  • The role requires strong stakeholder management across Group, country, region, country business, T&I, frontline, Call Centre, Compliance, Finance and Risk to ensure alignment across organisation on target state architecture and to deliver the end-state vision. This includes prioritising initiatives and decisions related to the scope across different markets, product requirements while maintaining strict oversight over investment funding within the journey.
  • Drive adoption of existing and future process and technology initiatives.
  • Own end-to-end accountability of Operations team for CPBB Banking clients.
  • In partnership with Regional and Country COO of CPBB Cluster Markets; Global Onboarding Operations and Client Due Diligence; and Business Heads to articulate a forward-looking view of emerging industry trends and regulations to develop a platform consistent with the Bank's and business' strategic ambition.
  • Embed the related processes aligning to Clients' requirements while adhering to the Bank's Operational Risk Framework ("ORF") and develop control measures to ensure processes are functional.
  • Deliver outcomes on standard metrics/scorecard, e.g. , productivity, accuracy, service levels, losses / lapses, issues, and the Operational Risk Framework ("ORF").
  • Work with country stakeholders and Group heads to agree on country priorities, and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate across journeys.
  • Responsible for Private bank, banking operations process design.
Business Strategy, Operations & Infrastructure
  • Continuously improve productivity and efficiency of operations and drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business.
  • Prioritise business operating issues including the capability to deliver new products with control and efficiency on platforms which are consistent with core architecture. Oversee the prioritisation, design and management of significant change initiatives under CPBB.
  • Accountable to drive a balance of alignment and automation, de-coupling especially minimizing dependencies that are blocking or slowing down client service through architectural changes and improve onboarding STP rate.
  • Use of data analysis and leverage on best-in-class market capabilities (e.g. predictive modelling, AI, digitisation, and other emerging technologies to deliver a best-in-class client experience
  • Work closely with the Regional and Country COO of CPBB Cluster Markets; Global Onboarding Operations and Client Due Diligence to deliver business and regional strategy while ensuring strong controls, processes, governance, and risk management.
  • Work with the CPBB Banking Management Team to maintain rigorous cost and investment discipline across the business. Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management.
  • Offer appropriate support in critical regional proje cts, including Merger & Acquisition activity and regulatory projects.
  • Establish, embed and implement agile practises across all onboarding process
  • Evaluate systems, processes, tech platforms and functionalities in compliance with regulatory and internal policy requirements as well as related procedures
  • Drive ideation around country innovations and enhancements to digitisation and emerging technologies that give real time decisive client outcomes
  • Where deployment of client journeys not applicable, enable roll out of specific country-based solutions and Rapid Experiments. The objective is to ensure alignment for maximum ROI and superior client experience

Risk Management
  • Ensure there is a framework for effective management of operational risks for CPBB clients and in compliance with applicable internal policies and external laws and regulations across our markets.
  • Responsible for embedding of Operational Risk Framework in CPBB, ensuring appropriate focus on High risk and Very High-risk issues.
  • Responsible to minimise operational loss and audit failures and in conjunction with country and regional COOs, and Onboarding heads to ensure appropriate focus on issues and resolutions in collaboration with business risk management
  • Work with the relevant NFRCs to ensure processes for CPBB clients are fit for purpose and meet regulatory requirements.
  • As a member of the CPBB Banking COO Management Team, ensure that direct reports execute responsibilities as outlined in the Group Operational Risk Framework.
(a) maintaining a strong and appropriate control environment covering CPBB Banking businesses
(b) Restricting business if existing infrastructure and processes, capacity or capability are not fit to execute business within operational risk tolerance, regulatory standards or growth aspirations.
  • Accountable to own regulatory audit / inspections on COO teams in country / region as well as offshore service centres through direct reports. Represent the bank as appropriate to regulators.
  • Responsible for delivering 'effective governance'; ability to challenge fellow executives effectively; and willingness to work with regulators in an open and cooperative manner
Business Continuity Management:
  • Accountable to ensure BCM framework adequately supports the business strategy. Where necessary provide executive sponsorship for major BCM initiatives.
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 to achieve the outcomes set out in the Bank's Conduct Principles : Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
People and Talent
  • Champion and act as a role model of the Group's values and culture in the region
  • Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes.
  • Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
  • Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles.
  • Ensure team structure/capacity is reviewed to enable delivery of client outcomes.
  • Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.
Develop a team structure to meet the needs of all stakeholders in line with COO expectation
Key Stakeholders
  • CPBB Banking MT and Group CPBB Journey Owners
  • CPBB CEO; Regional and Country CEOs
  • Regional and Country COOs of CPBB Cluster Markets
  • CPBB COO Journey Heads and Regional CPBB COOs
  • Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc.
  • Global Head GBS
  • Group and regional CIOs / CTMs where appropriate
  • Regulators including PRA, FCA, MAS, HKMA and other local regulators where appropriate
  • Banking Associations and industry partners

Our Ideal Candidate
Grow Self -
Action Oriented
Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm.
Building partnerships and working collaboratively with others to meet shared objectives.
Stepping up to address difficult issues and saying what needs to be said.
Customer Focus
Building strong customer relationships and delivering customer-centric solutions.
Instils Trust
Gaining the confidence and trust of others through honesty, integrity and authenticity.
Nimble Learning
Actively learning through experimentation when tackling new problems. Using both successes and failures as a learning factor

Grow Others -
Decision Quality
Making good and timely decisions that keep the organisation moving forward.
Develops Talent
Developing people to meet both their career goals and the organisation's goals.
Drives Vision & Purpose
Painting a compelling picture of the vision and strategy that motivates others to action.
Gives Clarity and Guidance
Providing direction, delegating and removing obstacles to get work done.

Grow Bank -
Manages Ambiguity
Operating effectively even when things are not certain, or the way forward is not clear.
Strategic Mindset
Seeing ahead to future possibilities and translating them into breakthrough strategies.

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 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.
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