Job Description

The Role Responsibilities

Job Role

• Own end to end demand management processes from work requests through the completion with agreed SLA.
• Ensure P&L of the Cost Centre remain green and healthy thru proper re-charging and recovery on monthly basis to the appropriate projects.
• Focal point contact bridging customers and internal working team.
• Ensure adequate notification are sent to keep the customers updated of their service request.
• Dispute management. Resolve any dispute arise between customers and fulfilment team during the reconciliation period.
• Handle and record customer grievances.
• Develop KPIs for Demand Management as well as dashboards and regular reports to wider team including customers.
• Initial assessment of the business need / request and ensure hygiene of the request are met (Project ID, request details, etc).
• Assign projects / work order to appropriate working group and team members while managing capacity constraints.
• Manage incoming demand against capacity models.
• Identify and implement improvements to the demand management process
• Lead weekly work order and project status review meeting with fulfilment leads.
• Produce required packs (reports, analysis, presentations) for Portfolio review forums led by Senior Management.
• Train end-users and team members on Product/Service Offering, Work Order, and Timesheet processes.
• Collaborate closely with Fulfilment leads to meet Portfolio stakeholders\xe2\x80\x99 expectations.
• Bundle Request (facilitate requestors and technical engineer meeting / communication to derive the solution, timeline, SLA and cost based on the requirement).
• Responsible to define, develop and document Service Reporting Catalog, Service Level Measurement Definitions and internal team\xe2\x80\x99s scorecards.
• Responsible to create and manage insightful internal / external reports including success stories, productivity reports and initiatives in pipelines to better inform the stakeholders on risk profiles and to assist in the business decision making process, to drive growth and increase productivity.
• Lead and drive in Project Transition and Service Delivery Meetings with Technical Team, Service Delivery Managers and IT Service Management Governance Team to exchange information, discuss issues, develop requirements for developing service reports and service reporting strategies.
• Accountable to generate scheduled daily, weekly, monthly or ad-hoc service reports and ensure they are distributed across customers and wider bank.
• Responsible to ensure all documented information related to Service Level and Service Reporting Management and Customer Satisfaction Surveys are created and updated with the services subscribed between the customer and the organization.
• Provide awareness training to service owners on the definition of Service Level Agreements and its measurement methods for accurate collection of the data sources.
• Responsible for continual service improvements and to initiate any actions required to maintain or improve service areas, targets and operational effectiveness, efficiency and productivity.
• Maintain constant communication with internal and external Service Owners, Technical Owners and ITSM Governance Team, to understand the ongoing enhancement of processes and monitoring systems, to automate the complexity of business processes for value-ad.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

• TS MT
• TS and T&I PMO
• Business Operations

Our Ideal Candidate

• 10 years of experience and proven records in delivering major Infrastructure programs in the Banking industry, including accountability for IT solution delivery.
• Stakeholder management experience working with senior level stakeholders to deliver project and provide status updates.
• Proven experience with co-ordination of many dependencies and multiple demanding stakeholders in a complex, large-scale deployment environment.
• Strong project management experience with the ability to work on multiple projects under pressure and tight timelines.
• Proven skills in coordination, staff management and leadership working with vendors and internal teams including Procurement, Ops and stakeholders.
• Rigorous approach to management of project delivery methodology.
• Leadership skills to coach, co-ordinate and grow a successful delivery team.
• Excellent oral, written communication and presentation skills.
• Ability to manage a diverse and challenging stakeholder community.
• Strong technologist, ability to problem solve, think out of the box, self-starter, ability to work under pressure.
• Process network infrastructure knowledge, including switching, routing, firewalls, circuits topology, load balancing, etc.
• Good to have experience in data centre build, office build and applications migrations.
• Excellent interpersonal skills which lend themselves to team-oriented approach and able to work effectively as part of a team and as an individual.
• Ability to think clearly and to resolve critical problems in a high-pressure environment.
• Strong Microsoft Office (MS Excel, MS Powerpoint, MS Project) skills.
• Process good influencing skills and problem solving skills.
• Solid project organisational skills including attention to detail and multitasking ability to track project delivery status, dependencies and financials.
• PMP / Scrum Certification preferable.

Role Specific Technical Competencies

• Forecast Accuracy
• Defining KPI and management
• Capacity Planning
• Continuous service Improvement
• Demand Management
• Stakeholder management
• Financial management and cost recovery

\xc2\xadAbout 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.

Visit our careers website

Standard Chartered