Client Engagement & Service Observability

Vista previa de la oferta

Client Engagement & Service Observability

mid · Retail & Commercial Banking

Job Summary

This role supports and executes the following under the direction of Lead Client Engagement. 

Key Responsibilities

Strategy
• The TB Global Implementation and Cash Client Service Management function reports to CIB TB Management.  The Client Engagement & Service Observability role focuses on proactively identifying emerging risks across critical client journeys, enhancing observability and early warning capabilities, and translating client impact into meaningful business actions. This includes:

• Defining clear measures of service health indicators that demonstrate improvements service stability, early risk detection, and operational resilience.
• Leading thematic analysis across incidents, client escalations, complaints, service reviews, and operational events to identify systemic vulnerabilities, emerging risks, and opportunities for preventative action.
• Partnering with Technology, Product, Operations, Service and Risk teams to improve resilience, close monitoring gaps, and provide clear articulation of business outcomes.

Service Resilience
• Define and execute the observability strategy across key client journeys, critical processes, and high-risk service areas. 
• Identify gaps in end-to-end monitoring and work with Technology and Product teams to improve visibility and coverage. 
• Establish meaningful service health indicators, risk signals, and leading metrics to detect emerging issues. 
• Develop resilience dashboards and executive reporting to provide transparency on service risks and vulnerabilities. 
• Independently drive continuous improvement initiatives to strengthen operational resilience.

Proactive Risk Detection
• Design and maintain an Early Warning Framework that identifies potential client, operational, or technology issues before they escalate into incidents. 
• Monitor leading indicators, abnormal patterns, recurring alerts, and service degradation signals. 
• Prioritise monitoring efforts towards critical client journeys, key markets, strategic clients, and high-impact processes. 
• Escalate emerging risks and recommend mitigating actions to relevant stakeholders.
• Perform thematic analysis across incidents, client complaints, service reviews, escalations, and operational events. Track thematic issues to closure and measure effectiveness of remediation efforts.
• Identify recurring patterns, systemic weaknesses, control gaps, and vulnerability trends. 
• Produce actionable insights and recommendations to prevent repeat incidents. 

Proactive Service Improvement
• Lead reviews of high-risk client journeys to identify failure points and opportunities for preventative intervention. 
• Partner with Technology, Product Owners, Operations, and Service teams to drive sustainable solutions. 
• Establish preventative action plans and track implementation progress. 
• Promote a culture of proactive risk management across the organisation.

People & Talent
• Demonstrated ability to lead complex discussions and influence outcomes without direct authority.
• Proficiency in data visualisation tools and analytics software will be an added advantage.
• Demonstrate appropriate culture and values, embedding a high level of team engagement
• Ensure ongoing training and development for professional and personal growth

Risk Management
• Manage changes and reporting in line with all relevant risk management frameworks, where applicable
• Act quickly and decisively to resolve any risk and control weakness, ensure they are addressed and remediated within appropriate timeframes, and escalated through the relevant committees

Governance
• Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role
• Deliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required
• Support the relevant programme governance forums and processes as required

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.
• Support the TB Global Implementation & Cash Client Service to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients and The Right Environment. 
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders
• TB Global Implementation & Cash Client Service Leadership and teams 
• TB Management and Business Heads
• CIB Technology
• Technology & Operations
• TB Product Heads and Digital Channels
• Other CCIB stakeholders
• Risk, Legal, Audit and Compliance, where relevant

Other Responsibilities
• Embed Here for good and Group’s brand and values in Cash Client Services; 

Skills and Experience

• Problem Solving and Analytical Thinking
• Effective Communications
• Managing Change
• Project Management
• Stakeholder Management

Qualifications

• More than 10 years of experience in Client Services in Corporate Banking and Incident Management/Service Resilience.
• Strong understanding of client journeys, payment processing, reporting, channels, and client servicing models in a global capacity
• Proven ability to assess, articulate, and quantify client impact arising from service disruptions, technology incidents, operational failures, and change initiatives. 
• Experience working across multiple stakeholder groups including Client Service, Operations, Technology, Product, Risk, and Senior Management. 

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

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 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.

Skills Matching