Associate Director, Cash Service Transformation

Job ID: 42463

Location: Bukit Jalil KL, MY

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 22 Oct 2025

**Job Summary**
- This role supports and executes the following under the direction of Director Client Service Strategy and Initiatives**Key Responsibilities**

**Strategy**
The TB Cash Client Service Management function reports to TB Cash Operations. The Client Service Initiatives role focuses on delivering our Client Service strategy by supporting and executing key initiatives to improve client experience, expand our digital servicing offering and deliver project benefits; this includes:

- Defining clear business requirements and target state processes in line with the relevant risk frameworks
- Partnering with technology to deliver a fit-for-client solution and providing end user validation
- Driving client adoption, change readiness and defining a unified measurement approach that helps us demonstrate success

**Business**
- Develop and define key metrics aligned with organisational goals
- Design and implement frameworks for tracking the adoption of processes, technologies, and initiative
- Support the implementation and adoption of digital service functionality across CIB clients and frontline Service teams
- Independently undertake business organization analysis and process design improvement based on data insights and stakeholder feedback
- Identify opportunities to optimize the current Service Operating model and its processes
- Ensure alignment between the feature / functionality design and broader strategic direction

**Processes**
- Track and analyse adoption data to identify trends, challenges and opportunities
- Lead and coordinate client outreach campaigns to support successful digital adoption
- Oversee fulfilment of client requests and manage client issues arising from digital adoption
- Create dashboards to visualise metrics for stakeholders and evaluate the effectiveness of initiatives based on metric outcomes
- Facilitate data-driven discussions and collaborate with team to develop strategies for increasing adoption
- Support change management initiatives to promote a culture of continuous improvement

**People & Talent**
- More than 5 years of experience in client services, digital adoption or digital transformation management capacity in Banking
- Analytics capability (including modelling skills) with the ability to interpret customer journey data and draw business relevant insights for discussion and decisioning
- Ability to translate complex data into actionable insights
- Proficiency in data visualisation tools and analytics software will be an added advantage.
- Awareness of in project and delivery management tools (e.g.: Confluence, Clarity etc.,)
- Awareness of Agile project delivery methodology
- Good stakeholder management, presentation and communication skills
- Demonstrated ability to work effectively across multiple markets and navigate geographical and regulatory complexity
- Demonstrate appropriate culture and values, embedding a high level of team engagement
- Ensure ongoing training and development for professional and personal growth

**Risk Management**
- Manage changes and reporting in line with all relevant risk management frameworks, where applicable
- Act quickly and decisively to resolve any risk and control weakness, ensure they are addressed and remediated within appropriate timeframes, and escalated through the relevant committees

**Governance**
- Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role
- Deliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required
- Support the relevant program governance forums and processes 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.
- Support the TB Cash Client Service Team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients and The Right Environment.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key stakeholders**
- Cash Client Service Leadership and teams
- TB COO and Business Heads
- TB Product Heads and Digital Channels
- CIB Technology
- Other CCIB stakeholders
- Risk, Legal, Audit and Compliance, where relevant

**Other Responsibilities**
Embed Here for good and Group’s brand and values in Cash Client Services;**Skills and Experience**
- Problem Solving and Analytic