Head, Conduct & Control, Client Coverage

Standard Chartered Bank
Singapore, Singapore
17 May 2023
31 May 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
The Role Responsibilities
Job Summary
  • The role of the Head Conduct & Control, Client Coverage is to specifically manage the statutory obligations of SMR on behalf of COO, Client Coverage. This is to ensure effective risk identification, assessment, remediation, governance, and control effectiveness
  • The role is responsible for key component parts of non financial risk management and facilitation of a standardised, robust risk & control approach across Client Coverage and the governance & delivery of CC wide strategic risk initiatives.
  • The role holder is responsible to provide informed, independent, and objective counsel to the COO Client Coverage routinely and/or upon request, to enable COO CC to make informed decisions to stop, restrict or continue business; what to escalate & where to prioritise funding.
  • The role holder is responsible for the aggregation and translation of the taxonomy of non-financial risks, providing reliable horizon scanning capability to make informed and/or anticipatory decisions to mitigate the impact of an unforeseen event e.g., geo-political, conduct, human capital, climate, reputational, cyber, in order to answer the 'so what' when these risks are identified.
  • Act as a focal point for all transversal CC NFR issues and initiatives
  • Establish & drive consistent CC-wide engagement model for regulatory change management between 2LOD, Enterprise Risk Management and the business.
  • Lead the development and implementation of regulatory change management process across CC, including ongoing monitoring and management information reporting. This extends to "complex, large scale regulatory change"; group level extra-territorial regulatory obligations; regional and country obligations.
  • Partner with the CC business change teams to implement a consistent and effective regulatory change management process across CC at group, region and country levels.
  • Drive transformation of risk management processes to improve effectiveness and efficiency of risk target operating model by nurturing a culture of continuous improvement.
  • The role is responsible for key component parts of non-financial risk management for CC COO i.e. identification, assessment, governance, and control effectiveness. Lead Risk Remediation Activities
  • Risk Remediation - Design and oversee framework to ensure appropriate prioritisation of all CC COO non financial risk and regulatory initiatives through business NFRCs and QPRs, and measure progress against its strategy through the scorecard and appropriate governance forums.
  • Governance - Provide coherent and consolidated status of pan CC COO & Ops level risk management issues at NFRC and higher committees, including Fraud, ESG, Digital Asset Risk.
  • Regulatory Engagement - Support CC COO for all NFR Group Committees and Regulatory engagements
  • Define, drive, and oversee implementation of conduct & risk culture agenda across CC COO
Performance Management
  • Lead the Performance Management function to deliver metric based measurement, analytics and actionable insights for end-to-end Client value chain comprising of Client Service Activities including Credit & Legal Documentation, Channel Activation, CDD processing, Account Activation, Static Data, Offboarding and Client List.
  • Conceptualize, develop and deploy network-wide Performance Management strategies aimed at setting, measuring, improving and predicting
  1. Top line metrics - eg. speed to transaction, speed to revenue;
  2. Customer metrics - eg. Client Onboarding TAT; Client touch times
  3. Performance metrics - eg. Productivity, Efficiency;
  4. Risk metrics - eg. Overdues, Accuracy
  5. Staff metrics - eg. Engagement, Individual and Team metrics
  • Steer a strong understanding of Group Policies and Procedures for processes covered under Client Management across the network teams; deep insight into client onboarding, set up mechanism in various systems of the bank, like Client Central, eCDD+, S2B and full suite of transaction processing system.

  • Demonstrate awareness and understanding of the wider business, economic and market environment in which the Group operates, and solid understanding of CC clients and business products.
  • Keep abreast of industry trends and regulatory impacts and ensure the CC appropriately anticipates and adapts to address future developments.
  • Partner with CC business leaders and Risk & CFCC members to distil strategic objectives into concrete actions and plans, to enable the business to satisfy is risk and regulatory requirements efficiently and effectively.
  • Work with each CC business units to design and implement appropriate oversight and escalation mechanism of NFR.
  • Drive continuous improvement of the operational efficiency and effectiveness of risk management processes, and improve efficiency and scalability, and hence improve profitability
  • Risk Identification, this could be via an external/ internal event, first, second or third line internal reviews, regulatory reviews, audits. It could also be done via establishing intelligent KRIs. This is also identifying horizon risks such as the impact of future regulation.
  • Risk Assessment - quantification of the risk level from the identified gaps.
  • Risk Governance - need to put in place frameworks that ensure CC are following policies, standards, and risk management processes. Ensure to evidence effective risk management in line with the Senior Manager statement of responsibilities shared with the FCA.
  • Risk Remediation - the solutioning of the risk and gaps, from scoping requirements and funding to delivering the remediation.
  • Risk Monitoring - ensuring the controls are working as they are supposed to.
People & Talent
  • Lead through example and build the appropriate culture and values. Set the appropriate tone and expectations for the team and work in collaboration with risk and control partners
  • Ensure the provision of ongoing training and development of people, and ensure staff are suitably skilled and qualified for their roles and they have effective supervision in place to mitigate any risks.
  • Employ, engage, and retain high quality people, with succession planning for critical roles.
  • Review team structure and capacity plans in accordance with change in business structure and demand.
  • Set and monitor job descriptions and objectives for direct reports and provide feedback and recognition in line with their performance against those responsibilities and objectives
  • Be an example for others to follow regarding implementation of NWOW and Transformation.

Risk Management

  • Ensure there is a framework for effective management of risk under the Group's Risk Management Framework.
  • Responsible for overall proactive monitoring & tracking of risk treatment plans for CC COO
  • Provide updates to CC NFRC / RC on the following (but not limited to it) Quarterly Risk Assessment, Conduct / Risk Culture update and Risk Management Transformation update, and work with the CC business units, second line of defence and all relevant stakeholders as required to develop and implement appropriate remediation plans to manage risks
  • Escalate risks to the CC RC where the residual risks are outside agreed tolerance
  • Monitor external risk events and lead internal assessment of the risks identified in the event

  • Design, implement and maintain the risk, conduct & control reporting for CC
  • Responsible, with the business heads, for maintaining a strong and appropriate first line risk and risk conduct environment across the business
  • Present submissions to QPRs/NFRC for prioritisation of treatment, improvement actions and monitoring of risks.
  • Monitor regulatory change risk profile across CC and report any risks/issues to relevant NFRC(s), CCRC or CCIB RC or GRC as required.
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.
  • Lead the Client Coverage Management team to achieve the outcomes set out in the Bank's 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.
Key stakeholders

  • CC COO MT, Business QPRs / NFRCs
  • Conduct, Financial Crime Compliance ("CFCC") Regulatory Change Team
  • CC Business Regulatory Change resources
  • Conduct, Financial Crime Compliance ("CFCC") Advisory Teams
  • Applicable Second Line of Defence Teams across Principal Risk Types
  • Enterprise Risk Management
  • Operational Risk, CC
  • Head CCIB COO Conduct and Control
  • Group Business Operational Resilience leads
  • GIA & External auditors
Our Ideal Candidate
  • Masters or Bachelors degree
  • Thought leadership and proven ability to lead and manage various teams globally and effectively collaborate with a wide range of stakeholders
  • Comprehensive knowledge of risk governance frameworks & quality framework and processes
  • Subject matter expertise in governance and related operations
  • Knowledge of process improvement methodologies
  • Proactive and positive with the ability to make good/sound decisions and use independent judgement
  • Project and Program Management skills to monitor specific projects and take ownership of issues/ tasks.
  • Knowledge of all segments in the business and activities with a broad understanding of CIB Banking business
  • Ability to create effective work relationships across functions & borders
  • Interpersonal skills in networking, influencing and decision taking
  • Good presentation, time management, negotiation and influencing skills
  • Excellent written & oral communication skills
  • Can work independently to strict timeframes
  • Focused, organised and results-oriented
  • Experience of working with senior stakeholders. Ability to influence senior staff and offshore shared services teams and drive change agenda
  • Assertive, tenacious and willing to challenge when required
  • Knowledge of the Global regulatory environment and the ongoing developments
  • Interpersonal skills in networking, influencing and decision taking
  • Licenses and Certifications/accreditations (preferred by not essential)
Role Specific Competencies
  • Knowledge Businesses & Products
  • Knowledge of Regulation and Governance Frameworks
  • Manage Risk
  • Stakeholder Management
  • Manage Change
  • Process design and Improvement
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 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
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