Job Description

Duties & Responsibilities

1. Design and Strategy
i. Own responsibility for branch/retail footprint nationwide.
ii. Be the Product Owner of a Branch Management and Design squad aligned with the Enterprise Agility principles; manage squad to achieve Objectives and Key Results (OKR\'s) for the squad
iii. Own Sustainable and innovative designs of all branch archetypes across all Affluent segments to pivot branch traffic completely towards Affluent segment usage (Increased mix of Affluent clients)
iv. Develop analytics for costs and profitability MIS of various branch archetypes to enable scalable growth across SCB footprint to drive branch cost efficiency
v. Align physical branches with the new Brand Evolution refresh, including phasing, costing and design integration across multiple branch designs to materially improve client satisfaction(branch NPS)
vi. Develop and launch branch designs to be tested in key markets and take responsibility for success metrics and measurement to performance (increased mix of Affluent clients)
vii. Develop a branch network transformation strategic plan to rollout the designs (as tested) and execute globally in accordance with the Omni-Channel optimization strategy
viii. Develop Branch Management playbooks and global service delivery strategy, standards & frameworks for country level network investment projects (digitization, renovations, relocations, new build).
ix. Business : Branch Design and Profitability Deliverable

2. Collaborate with key stakeholders across Marketing, Customer Experience, Branch Operations, Technology, Digital and Data / Analytics to:
i. Deliver flexible, cost-effective, scalable innovative formats to enable \'branch of the future\'
ii. Redesign branch client journeys and integrate digital investments into an omni-channel construct
(branch NPS)
iii. Pilot new formats in key markets and set scalable plans to pivot branches to serve clients
iv. Develop Branch Management strategy and plans in alignment with business goals
v. Provide business oversight to oversee existing branch refurbishment projects globally
vi. Define success metrics (OKR\'s) to increase sales and manage cost within redesigned branches and improve client experience (branch NPS)
vii. Develop branch profitability scorecards, blueprints and insights / best practices in alignment with strategy
viii. Design reporting of Branch Management business targets and ensure timely reporting
ix. Develop and conduct training for Branch personnel on Affluent client experience, branch performance and client satisfaction measurement across markets (branch NPS)
x. Drive strategy around handling customer branch complaints, branch NPS, branch revamp communications to ensure effective branch management in SCB\'s network (branch NPS)

3. People and Talent
i. Lead through example and build the appropriate culture and values.
ii. Ensure the provision of ongoing training and development of people and provide oversight to ensure that holders of the branch management function in countries are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate the relevant risks.
iii. Mentoring, coaching and professional development of country level team members, sharing knowledge and skills.Branch Operations, Governance and Risk Management
iv. Collaborate with and support measurement of branch operational performance (queues, complaints, accessibility, security, compliance and controls etc.) with responsible stakeholders in COO team
v. Derive insights from branch operations to develop state-of-the-art branch designs and strategy
vi. Advise in-market counterparts on branch design, operations, risk management, controls, regulatory and audit issues as necessary
vii. Ensure adherence with the highest standards of ethics and compliance with relevant policies, processes and regulations forms part of the culture.
viii. Participate in Branch Governance committees and other relevant committees where applicable.
ix. Engage with all audit report findings and ensure feedback is acted upon
x. Support the effective management of operational risks across the Business and in compliance with applicable internal policies, and external laws and regulations

4. Regulatory & Business Conduct
i. Display exemplary conduct and live by the Group\'s Values and Code of Conduct.
ii. 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.
iii. Support the business to achieve the outcomes set out in the Bank\'s Conduct Principles, such as Fair Outcomes for Clients; Financial Crime Prevention; The Right Environment.
iv. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Job Requirements

• Strong telco/financial service experience (overall 10 years experience)
• Over 10 years of experience in physical bank branch strategy, design and management
• Strong leadership and strategic skills
• Strong understanding of business products, sales process, client experience, branding / marketing and digital operations
• Experience in human centred design and sustainability initiatives
• Experience in functions involving multiple and cross-functional bank stakeholders such as Client experience, RMs, Property, Operations, Digital, Marketing etc.
• Excellent communication/writing skills with ability to get points across to all levels internally & externally
• Experience with project management, property and real estate
• Experience in related documentation and agreements associated to branch management
• Product knowledge across Telco\'s offering
• Structured and process driven, with experience in a multi-cultural team, across borders and time zones
• Excellent analytics and reporting skills, being able to derive insights and manage communications
• Ability to work towards tight deadlines and manage expectations.
• Minimum a Bachelor and/or master\'s degree in Real Estate, business management, Banking or Finance or any other relevant field

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