Product Owner, Client Self Administration

Job Summary

• In Standard Chartered Bank’s Corporate & Investment Bank (CIB), our ambition is to be digital-first, making banking simple, 24/7, through our Straight2bank (S2B) Digital platform that serves our global clients across our 50+ footprint markets.
• The Product Owner (PO) of Client Self administration is a role in the Transaction Banking’s Digital Channels Solutions (DCS) team.
• As the PO you will work with the Lead Product Owner to define and execute the Digital product strategy, roadmap and delivery for post-onboarding and ongoing servicing and maintenance journeys, enabling CIB clients to independently manage users, entitlements, mandates and service configurations in a secure, compliant and scalable manner.
• The role partners closely with Cash, Trade, FM, Operations, client servicing, compliance, technology and country /cluster teams and collaborates with a cross-functional team of product managers, designers, engineers, and other business stakeholders to deliver a best-in-class platform experience for our CIB clients.
• The role is responsible for delivery of agreed outcomes on standard metrics/scorecards e.g. Digital adoption, CSAT, service levels, product management objectives and key results (OKRs)

Key Responsibilities

Strategy

• Define and drive the strategic direction for Digital maintenance and Client Self-Administration (CSA) client journeys on Straight2bank. Own the product vision and multi-year strategy for the above to be used by both clients and internal users (operations, servicing teams)
• Translate digital channels strategy into clear product outcomes (client experience, STP uplift, client adoption)
• Drive reusability strategy ensuring these capabilities can be leveraged across cash, Trade, FM products and can cater to both internal and external facing journeys
• Influence stakeholders on scope trade-offs, go-to-market plans and roadmap alignment
• Drive success metrics and value measures aligned to strategic objectives.

Business

• As a Product Owner of Client Self Administration, you will translate business strategy into clear product outcomes aligned to TB client servicing goals. You will work with talented team members across Product Management, Technology and client service partners to develop your product all the way from a conceptual stage to the product launch.
• Drive client adoption of digital self-serve capabilities reducing reliance on operations and TB SAT teams.
• Build global platform capabilities incorporating country and regulatory requirements
• Manage stakeholder expectations across business, TB servicing, operations, product, technology, second lines and ensure robust risk and issues management
• Support regulatory remediation and audit commitments impacting S2B Platform Services.

Processes

• You will have a key role in building innovative product capabilities, influence change, commercialize capabilities and enable our S2B Digital Platform Services in 50+ countries. You will be responsible to take the ideas through implementation in Agile Methodology as a “Product Owner”. You will continuously evaluate the ever-changing financial ecosystem and related emerging technologies in collaboration with our technology partners.

Key Responsibilities include:

• Engage internal stakeholders and teams across CIB Business and Operations, DCS Technology, Compliance, Governance, Risk Management and Cybersecurity to align on the strategic development of end-to-end digital client journeys.
• Own, refine and deliver the product roadmap for Client Self Administration (CSA) that include digital maintenance and Client Self-Administration (CSA) client journeys.
• Participate in the industry benchmarking exercises to obtain objective, data-driven insights that informs strategic product planning
• Ensure healthy product backlog by getting into the details of existing capabilities, understand client needs and usage, ascertain business relevance and come up with a product release plan.
• Ensure omni-channel strategy by capturing client requirements across interactive and non-interactive channels and partnering with the Open Banking Ecosystem product team on key priorities and aligning to their product roadmaps.
• Demonstrate product proficiency and develop Human centric user interface designs covering critical online banking flows such as transaction initiation, approvals, enquiries, reporting and other supporting flows.
• Work closely with cross functional squads in the DCS Digital Platform Services Hive and execute the end-to-end product delivery lifecycle covering conceptualization, business requirements, product solutions, meticulous quality checks, deployment to production and eventually, drive customer adoption of new digital client self-administration solutions.
• Articulate change requests with concise, comprehensive and high-quality user story writing
• Work extensively with Client Insights & Research, CX/UX Design and Regional DCS and frontline teams in visualizing and building intuitive and innovative user flows to deliver best-in-class digital channel experience. Support client focused sessions to gather information on security concerns and client experience.
• Work closely with internal and external vendor delivery teams, reinforce the business and delivery priorities, and deliver on the agreed business tasks such as user stories, business flow diagrams etc.
• Assist the head of Digital platform services and/or Hive Lead in preparing status reports and capabilities document in articulating the key achievements / updates of the program to the senior management teams.
• Provide advisory and training support to frontline, implementation, clusters on RFPs/RFIs and product awareness
• Collaborate with relevant partners to provide effective external and internal communication to educate and create awareness of our of Client Self administration capabilities.
• Support regular education and awareness efforts for both internal business stakeholders and clients through regular forums, discussions, events, training sessions and presentations.
• Ensure service level agreement standards are met on a regular basis and are tracked through formal forums.

People & Talent

• Ensure active communication of ambition, strategy, priorities, and progress to the business to foster engagement, awareness and motivation.
• Exemplify Standard Chartered’ s valued behaviours every day, both, externally with clients and internally with team and stakeholders
• Closely work with a cross-functional team, including product managers, designers, and engineers, to deliver high-quality product capabilities.
• You will actively engage with the product, implementation & client management, legal, compliance, operations and sales teams to create awareness of the new product features and encourage a participative attitude to elicit critical business requirements and ensure overall acceptance of the new process flows and the system functionalities.
• Set and monitor job descriptions and objectives for indirect reports and provide feedback in line with their performance against those responsibilities and objectives.

Risk Management

• You take a proactive approach to risk management and on an ongoing basis will be identifying, assessing, monitoring, mitigating product risks related to your channel products.
• Perform risk assessments to ensure proper governance prior to product launch.
• Review applicable internal policies and procedures to prevent gaps against risk governance framework.
• Identify and mitigate risks related to product development, compliance, legal, and security teams. To have strong engagement and liaison with these teams to drive the regulatory approvals required to ensure Straight2bank platform services remain compliant with banking and data protection laws.
• Ensure Country compliance on Group standard for Audit and Control.
• To be the product SPOC with the local risk committees

Governance

• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Willingness to ‘speak up’ in the event of any realized or perceived breach of group conduct rules or laws by colleagues
• Willingness to work with any local regulators in an open and cooperative manner.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Transaction Banking (Cash, Trade, Implementation, Operations, Client Servicing)
• Financial Markets (products, operations, servicing)
• Digital Channels Solutions (Cash, Trade, FM, Digital Servicing, Client Administration, Platform Common Services, Data Analytics & Insights, GTM, Channel Performance & Measurement)
• Digital Channels, Data and Coverage Platforms (DDCP) - Client experience, Design, Research and Insights teams, API & Open Banking Ecosystems
• TB COO, Project/Program Management Office
• Technology (Interactive Channels, DCS Tech, Delivery Teams, Solution Architect Teams, Security Technology Teams)

Our Ideal Candidate

• 7 plus years’ experience with a proven track record of success in Digital platform product management or / channels management, preferably in Corporate and Institutional Banking
• 5 plus years in a product owner role
• Experience working on post onboarding client journeys such as security administration, digital channel access setups, client entitlements management, electronic bank account management
• Proven track record in leading and implementing digitalization and/or transformation initiatives preferably in Corporate and Institutional Banking driving adoption of digital solutions and increasing share of revenue and/or realising cost efficiencies by leveraging digital capabilities.
• Experience building out robust business benefit cases and Value propositions to positively influence decision makers on prioritization and resource allocation related decisions
• Agile methodology
• Good understanding of the product development lifecycle using Agile Methodology and relevant prior experience in drafting vision statements, epics and user stories, use case documents, solution papers, business workflow documents and high-level functional flows.
• A skilled negotiator with an ability to work across all organization levels
• Effective and positive written and verbal communications especially when acting as a liaison between departments, internal employees/subordinates and clients.
• Highly experienced in stakeholder management and working closely with GTM team to define and execute Go-to-Market strategy and showcase proficient data analysis skills to track product adoption and leakage

Role Specific Technical Competencies

• Product Management.
• Agile Product Ownership Certification Will Be Plus.
• Cash Management
• Transaction banking products

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

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Visit our careers website www.sc.com/careers