JOB SUMMARY

• Global Implementation is responsible for the delivery of the Bank’s Transaction Banking (TB) products and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. The team serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products.
• The individual will have a primary focus to lead the documentation aspect of the client journey, to ensure the successful implementation of TB solutions to clients, including helping relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to accelerate revenue realisation.

RESPONSIBILITIES

• The Implementation & Documentation Manager is responsible for ensuring the complete execution of TB documents required, including forms and service agreements, to support the enablement of TB products and services to clients particularly in the Paytech segment, and with the potential expansion to other segments.

Strategy

• Support the Global Implementation Strategy while actively identify opportunities to uplift and/or re-establish the profile/identity of the Global Implementation team 
• Drive the Client Implementation frameworks and/or redesigning of processes, systems and operating models
• Drive focused client sessions with Sales, Coverage, Product and other partners to position overall propositions, and address client’s pain points with our TB documentation
• Drive Global Implementation Strategy and actively participate in identifying opportunities to uplift and/or re-establish the profile/identity of the Global Implementation team 
• Lead the development of frameworks and/or redesigning of processes, systems and operating models, specifically in the documentation area
• Continuous engagement in collaboration with Product/Channels/Legal in designing our suite of TB documentation for clients

Business

• Drive the documentation process at mandate level
• Ensure a continuous improvement model is adopted to drive implementation and documentation efficiency, including harmonization with support partners, and extended Global Implementation team
• Help identify and drive opportunities to streamline implementation and documentation processes to improve client experience, including collaborating with functional partners
• Help identify opportunities to improve existing operating model, including the current resourcing, location, and client footprint strategy
• Help develop an approach to build bench strength within the respective Region/Country
• Help identify opportunities to reduce costs

Processes

• Ensures effective and disciplined usage of the Implementation Management system for self and team
• Helps drive the discipline of Client + Project Management across the team
• Has extensive product and documentation knowledge in both cash and trade
• Ability to manage ambiguity in uncertain situations and escalates in a timely manner 
• Provides inputs to strategize the implementation of key deals or co-created deals 
• Proactive client deal management, including active engagement for clients to execute documentation
• Drive the team to achieve improved implementation cycle time
• Manages the implementation and documentation for high profile deals (RFP, global/regional mandates)
• Knowledge in identifying cross-sell opportunities
• Provide support to Regional Head/Lead and/or Country Head/Lead in driving an integrated approach with partners to capture client feedback opportunities 
• Provide key inputs for management packs, with opportunities to present in management forums on behalf of Regional Head/Lead and/or Country Head/Lead

• Team Lead/Delegate to help drive post implementation activities, including:
• Post Implementation Surveys / client testimonials
• Sharing constructive client feedback with relevant partners
• Provide RFP/RFI responses on the implementation and documentation component as part of the Deal team
• Collaborate with Sales, Product Management, Product Development, Channel Management, Technology and Operations teams for the solutions and documentation designs 
• Conduct critical reviews on deal handover, validate deal size, expected revenue and deal requirements 
• Develop and nurture client relationships to ensure the products and services remains aligned to client needs
• Provide feedback as required to Product Owners and/or distribution teams for continuous iteration of product documentation
• Project Management of the end-to-end implementation cycle (incl. preparation and execution of documentation, ERP integration, liquidity and limit set up, planning testing and training, onboarding)
• Work closely with clients and Product Management during the project requirement gathering, developing technical solutions, system integrations, user testing and training
• Seamlessly transition the implemented product and services to service teams for BAU client servicing
• Help drive sustainability when considering processes, systems, and operating model
• Work with Product, Technology, Legal and Operations to digitalise TB product documentation 
• Work closely with external partners to support clients in their digitization journey, ensuring efficient implementation and documentation experience for the clients 
• Engage in discussions regarding emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify / improve business processes

People & Talent 

• Support a safe, inclusive, and collaborative environment for all team members
• Promote growth and development with direct reports including actively tracking progress (where applicable)
• Encourage open and regular transparent conversations, including two-way feedback loops
• Provide ongoing mentorship and guidance (where applicable) 
• Embrace and promote a data driven culture
• Help create a culture of trust and continuous learning mindset
• Provide key inputs into team training plans, awards, etc.
• Provide key inputs to equip the team with the necessary skills to run deals independently (where applicable)
• Help foster a safe environment to encourage team members to be brave and speak out

Risk & Governance Management

• Support the holistic data management framework for Implementation Management system
• Adherence to all local regulatory, legal and compliance requirements
• Adherence to all bank’s policy and standards, including eLearning courses for direct reports (where applicable)
• Properly adhere to all implementation governance controls
• Proactive risk management; includes delivery and operational risks
• Participate in Regional/Country Implementation Governance forums to support Regional Head/Lead and/or Country Head/Lead

Regulatory & Business Conduct 

• Keep abreast with regulatory changes to ensure TB products are compliant with relevant risk management guidelines / policies and procedures (e.g., electronic banking, technology, ESG, etc.)
• Keep abreast with changing regulatory requirements and ensure this is reflected in all tooling and collaterals
• 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 Internal

• Implementation teams (including Client Integration)
• Sales teams
• Product teams
• Relationship Managers
• Legal teams
• Client Managers
• Service teams
• Operational teams (CM, GBS, etc.)
• Technology delivery teams (PSS, etc.)
• Supply Chain
• Channel teams

External

• Client Senior Stakeholders (all segments)
• Third Party Providers

Our Ideal Candidate

• Bachelor’s degree in Banking, Communications, Law, or a related field
• 10 years of experience in Banking, communication, documentation or related fields
• Demonstrated experience in understanding and applying risk and controls
• Attention to detail and a high degree of accuracy
• A passion for emerging technologies and cash management and trade finance trends
• Self-motivated, confident individual with excellent communication and presentation skills
• Ability to work under strict timelines
• Be a dynamic team player with a collaborative working style
• Able to take ownership of issues/tasks and drive to completion
• Strong stakeholder management skills with experience in managing various stakeholder groups and can effectively collaborate with colleagues at all levels
• Strong problem solving / analytical skills
• Familiarity with documentary requirements related to regulatory and industry standards 
• Experience with content management systems and knowledge management practices is a plus
• Knowledge of cash management and trade finance products and electronic channels (highly advantageous) 
• Prior client implementation experience (highly advantageous) 

Role Specific Technical Competencies

• Application Programming Interfaces (API)
• Client Experience, Behaviours and Preferences
• Operational Risk
• Change / Project Management
• System and Technology Integration
• Communication & Presentation Skills
• Stakeholder Management
• Strategic Thinking

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.

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.

Visit our careers website www.sc.com/careers