Senior manager

Role Responsibilities Strategy

• Ensure EUS conforms to strategic objectives as it pertains to workforce and financial management
• Drive consistency of EUS in line with strategic workforce plans and agreed organisation design
• Define and govern strategic location strategy for workforce (inc. alignment by JF/roles) and apply in line with governance of hiring
• Strategically optimise vendor contracts in alignment with Hive service strategy and conformance to group standards and architecture. Ensure strategic compliance and governance of contract onboarding, approvals, and lifecycle
• Define opportunities and implement methods to drive cost transparency of services and products, including methods to chargeback direct to consumer or pass back
• Drive and govern EUS Wellbeing, learning/development and D&I
• Drive the User Adoption Function to support strategic transformation and hence improve service adoption/usage and bank wide digital dexterity
• Own workforce and financial performance/governance MI for EUS. Drive compliance across EUS
• Ensure EUS conformance to conduct and compliance standards

Ideal Candidate:

Any Bachelor's degree or Masters, preferably with 12+ years of experience in Business Management working in Banking or financial industry preferable and other domains as well.

Working in Large department/organization.

Manage – People agenda / Engagement Manage Onboarding governance & Financial Management Manage P&L, Targets & Budget Headcount Should able to manage People Centric / Project Centric / Financial Centric & Contract governance.

Good experience in Business administration including Financial Management Good experience in Vendor Governance and Contract Management Good experience in People and Talent development Good experience in Managing senior stake holders Good knowledge in Management Reporting & Data Analytics Role Specific Technical Competencies Manage Conduct Manage Risk Manage People Manage vendors Manage stakeholders Resource management Financial Management Management Reporting & Data Analytics Communication & User Adoption Practice Knowledge Business Financial Responsibilities:

• Manage and govern compliance of EUS Target Operating Model.
• Manage and govern EUS financial performance including P&L budget / corporate plan and path to target.
• Define and share Hive and Squad annual budget P&L allocations and targets. Govern path to attainment and traceable and verified benefits realisation
• Ensure alignment with Transformation and Property Tech teams to track EUS project/initiative flow through requirements and ensure they are reconciled with finance. Track and account for approved growth and flowthrough impact to TPS run budgets.
• Cost centre (CC) management and governance. Create and maintain Project & TPS (BAU) CC as appropriate. Ensure the resources are tagged to the right CC's.
• Govern spend approval delegation authority across EUS
• Centrally govern all EUS contracts including invest status and alignments to services and products. Ensure all contracts are owned at G5 level or higher. Meticulously managed vendor spends (actual and forecast) and work with finance to ensure appropriate accruals where needed
• Manage EUS billing function to ensure timely reconciliation and payment of invoices and cost allocation across EUS and Countries Cost Centres
• Ensure EUS contracts are managed to avoid overdue. Ensure sufficient scrutiny of all contracts and spend requests to ensure appropriateness and alignment to approved plans, funding sources and approval bodies. Governance to include auditable approval chain
• Management reporting and ability to do simulation and tracking against target
• Drive TCO awareness and discipline in EUS (at service and product level) through product managers via use of Apptio.

Champion and drive Apptio adoption and usage Resource Management Responsibilities:

• Partnering with our stakeholders to agree and commit to a demand process which covers our dynamic business. Fully understanding demand projections, investment projects and support needs whilst balancing End User Services delivery capacity (people and infrastructure) and tracking a demand lifecycle plan.
• Manage end to end global hiring process for the domain. Enhance diverse hiring
• Possess strong analytical skills with a thorough understanding of how to interpret stakeholder needs and action them accordingly.
• To be skilled in interfacing with EUS stakeholders suggesting appropriate hiring strategy, providing cost effective method of hiring.
• Closely work with the Talent Acquisition team in getting the roles filled up at the right time and coordinate with the Domains in addressing the gap in case of any challenges.
• Manage requisition process on Workforce management tool, People soft, NEW portal and Taleo including adherence to the approval process & monitor the status of all recruitment prospects and analyses statistical recruiting data to determine effectiveness of various channels & systems.
• Govern and automate MI on open roles, attrition, diversity ratios and committed hires. Drive EUS hiring managers to fill open roles in a timely fashion
• Ensure EUS HC plan meets target on an annual basis
• Manage EUS My Voice campaign and plan activities in support of organisational needs and feedback Stakeholder and Location strategy Responsibilities.
• Build and maintain effective networks & inter-personal relationships with all stakeholders.
• Create a transparent SLA for delivery.
• Ensure use of appropriate forums for approval and review
• Mange EUS score card and operational KPIs. Push organisation to develop path to green where needed
• Work with location leads to keep abreast of location updates , hiring, occupancy, wellbeing, training and development or other needs. Ensure EUS MT kept informed
• People and Event Engagement – Plan and execute local events and encourage participations though people engagement. Vendor Governance and Contract Management
• Manage the Overall Contract Governance and Hygiene of the contracts as well as vendor engagement.
• Quarterly Service monitoring and publish of MI to all Hives
• Single point of escalation for strategic vendors
• Plan roadmap on Vendor deliverables
• Liaison between EUS Contract Managers and Strategic Portfolio's with ET Governance
• Assist service leads with contract management & RFP's
• Manage migration of EUS Service ownership
• Assist with contracting administrative issues
• Work towards continuous process improvement in contracting space
• Provide demand challenge on contract approval requests Communications
• Prepare EUS reports for various stakeholders (, H1/H2 report, CIO radar, etc.)
• Create and manage EUS Bridge pages
• Organize and manage EUS events (Big Calls, Town Halls, Brown Bag sessions etc.)
• Facilitate People engagement activities (CSR, Team bonding, D&I activities)
• Collaborate with vendors on comms materials (, posters, banners)
• Manage EUS branding and identity
• Curate and govern all EUS communications to Stakeholders , service notifications or updates. To ensure in line with EUS and bank communications standards
• Curate and drive pipeline of EUS success stories, newsletters, and submissions to bank newsletters , Newscast
• Build communications campaigns to support initiatives , Digital Workplace
• Prepare and submit External and Internal Award submissions. Seek opportunities Global Billing Services e Procurement – end to end process (create, review, approvals, payments)Validate contracts for commercial billing Coordinate with vendor for payments, credits, escalations, new lines (globally), etc. Conduct Audits and recoveries from vendors Billing Automation, dashboard, Apptio Recharge, recovery and reporting analytics Onboarding of new services Good working knowledge of bill reconciliation and financial mechanics Understand and drive Telephony expense management and associated governance Ability to manage software platform and drive analytics, dashboards, and trending reports Performance/stability reviews/improvements Service improvement plans, saves and negotiation skills Claw backs, credit management with key suppliers Processes Manage Agendas, prepare materials and track action items for various meetings and committees including MT, ET MT, Vendor Meetings Take the lead in driving continuous improvement, , identifying and executing ad-hoc improvements and process, streamlining process, data visualization, data harnessing for better decision making. Help to ensure a Management Information process is in place to allow the Global Head, EUS to receive appropriate and timely information, to more effectively allocate time to matters of importance. The Management Information should include key metrics on finances, key risks and people measures. Close alignment with ET BPM for governance of actions Ensure compliance with the Bank's security, resiliency, quality, and production readiness processes. Ensure vendor relationships are appropriately managed and deliver value. People and Talent Will own all EUS Business Management Team, and provide direction, guidance, and day to day instructions. Schedule regular BPM management team meetings and 121's Will own responsibility for a team of high performing staff in global strategic and core locations. Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. 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 high quality people. 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. Support hive heads and product leads in human capital, financials, communication, delivery and billing needs to be able run an effective function. Risk Management Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group identified in the responsible services. Awareness and understanding of key risks facing the Group and the role the individual plays in managing them The ability to interpret the Group's Financial information, identify key issues based on this information and put in place appropriate controls and measures. Ensure a full understanding of the risk and control environment within End User services. Ensure support procedures are in place and adhere to Group Security & Audit policies within End User Services. Governance Deliver to commitments, manage risk and issues and communicate effectively with sponsors and stakeholders regularly Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls and if necessary, oversee changes in these areas as it relates to program and project delivery. Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role. Responsible for delivering 'effective governance' including MI; capability to challenge peers effectively; and 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.

Lead the End User Services Business 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 Global Head of End User Services Regional, Business and Country CIO's TTO and ET CFO ET MTEUS product owners ET BM Team Country CTM's HR Business Partner Tax SCM

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