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Associate Director, Digital Servicing

Standard Chartered Bank
Hong Kong
Posted about 17 hours ago Permanent Competitive
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
Business
  • Steer and implement cross-channels (digital, branches and call center) servicing and commercialization strategy for digital adoption, commercialization and attain the cost efficiency
  • Be the center of Notification channel expertise, lead & manage the enhancement of SMS and Push Notification for optimizing customer journey and driving adoption
  • Lead and/or support squad to implement service migration and collaboration with squad members from credit card, deposit, channels, banking notification & alerts, client experience, analytics and marketing
  • Meet the squad OKR (digital adoption%, digital activation%, Commercialization target, NPS scores etc.)
  • Strong leadership and communication skills, able to motivate others to strive for excellence
  • Exceptional analytical, planning and reporting skills
Processes
  • Continuous improvement to deliver a seamless and client centric digital banking servicing process. Drive for excellence customer experience and satisfaction through digital capabilities.
People and Talent
  • Promote the culture of New Ways of Working - agility and speed, client centricity, innovation and continuous improvement
Risk Management
  • Ensure adherence to bank's risk management framework and conduct requirements
Governance
  • Ensure adherence to bank's legal & compliance requirements
  • Establish clear and well documented business process, establish checking & mitigation mechanism to ensure proper implementation
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.
Key Stakeholders
  • IT - Developers
  • Country Tech Risk Management
  • Client Experience
  • Marketing & Digital Engagement
  • Retail Analytics
  • Credit Card, Deposit, Segment,
  • V&V , Branch

Our Ideal Candidate
  • Bachelor or above degrees in Computer Science, Information Systems, or Business Administration
  • 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
  • Consistently demonstrates clear and concise written and verbal communication
  • Demonstrated problem-solving and influencing skills
  • Collaborate with developers, vendors and subject matter experts in ensuring functional goals, user stories, acceptance criteria are met correctly, and maintain in a cost-effective manner.
  • Manage internal & external stakeholders and facilitate communications to ensure that all stakeholders are aligned at each stage of product development, project statuses are up to date and well communicated
  • Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements and adjust priorities quickly as circumstances dictate


Visit our careers website www.sc.com/careers
Job ID  2200011218
ABOUT COMPANY
United Kingdom, London
85000 Employees Corporate Banking
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 ...
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