Global Head CRM CPBB

at  Standard Chartered

Job: Retail Banking
Primary Location: Asia-Singapore-Singapore
Schedule: Full-time
Employee Status: Permanent
Posting Date: 01/Mar/2024, 1:33:11 AM
Unposting Date: 15/Mar/2024, 6:59:00 PM

OVERALL

We are seeking a highly experienced and strategic leader to join our team as the Global Head of Customer Relationship and engagement. This role is pivotal in overseeing the estate of Customer Relationship Management solutions focusing on delivering differentiating and customer centric capabilities to support our digital and human assisted channels across our global footprint. In this role, The Global Head will execute the strategic agenda regarding the transformation of the overall estate of customer relationship solutions focusing on convergence, capabilities enhancement and scalability. The scope of activities covers our customer journeys serving more than 10M customers in 24+ geographies, managing 200+ resources over our delivery centers and supporting 21000+ users over the world. In this role, the Global Head of Customer Relationship and Engagement will manage a budget of 21m.
To achieve this, the role holder is required to perform the following:

PEOPLE & TALENT

• Lead, develop and nurture a high performing CRM team, setting clear goals and expectations for team members.
• Manage an international team of +200 people to support the Consumer, Private and Business Banking operation across 20+ market. Address ways of working gaps and ensure an efficient and scalable operating model across multiple hives and centre of expertise.
• Engage critical regional, global, and functional stakeholders in the delivery of Customer Relationship Management agenda and ensure strong alignment and sponsorship amongst peers and leaders.
• Collaborate with channels leads as well as markets digital heads to define capability’s introduction and enhancement roadmap in line with strategies and priorities.
• Establish a performance, collaborative and customer centric culture while ensuring execution certainty
• Collaborate with HR Transformation Leads to ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage, and retain talents, with succession planning for critical roles.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
• Be a strong leader and contributor as part of the Digital leadership teams and support your peers on the overall CPBB strategy.

ABOUT 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 www.sc.com/career

ROLE SPECIFIC COMPETENCIES

• Customer Relationship Management applications and related technologies
• Channel Operations – Branch, Contact Centre, Human Assisted / RM
• Agile transformation & delivery

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 ter