COO, WRB Hong Kong

Standard Chartered Bank • Full Time • Kwun Tong, Hong Kong, HK • 1d ago

Job Summary

The WRB Chief Operating Officer (COO) is accountable for delivering superior client outcomes across the end-to-end client lifecycle. The role ensures that client management, operational delivery, and first-line risk management are tightly aligned to client needs, WRB strategy, and regulatory expectations.

Key responsibilities include
• Own the end-to-end service and process experience along the client lifecycle and interactions, from onboarding (including CDD) to exit, and act as the single point of accountability for operational client outcomes within the market.
• Lead client management / middle office units as client-facing enablement functions, closely aligned to Front Office teams in delivering superior services to clients. Embed digitisation principles in redesigning processes for straight-through-processing with Head, Operations, whenever possible.
• Deliver, along with the Head, WRB, on its strategic ambition through strong stakeholder management across various functions, including T&O, frontline, Call Centre, Compliance, Finance and Risk, ensuring alignment across the organisation.
• Act as first-line risk management leader with accountability for identifying, assessing, and managing non-financial risks within the market. Ensure robust controls are embedded within client management units and broader operations, aligned with the Bank’s risk appetite and policies.

Key Responsibilities

Strategy
• Support the execution of Business Strategy, along with the Head, WRB. Agree on country priorities, and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
• Business transformation: Lead the development and implementation of strategic, growth and efficiency initiatives for WRB in the market consistent with the agreed priorities of WRB Management Team and the overall strategy, risk tolerance and financial objectives.
• Responsible for defining a COO and Operations market operating model in the markets, and accountable for its implementation. Ensure market systems, capabilities and processes are fit for purpose and are implemented as per expected standards across our footprint.
• Work closely with the Group COOs to deliver strategy while ensuring strong controls, processes, governance, and risk management are in place in the market.

Business
• Work with the WRB Banking Management Team to maintain rigorous cost and investment discipline across the business. Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management. Oversight of all Financials related to the market.
• Offer appropriate support in critical market projects, including regulatory projects, or lead initiatives as decided by the WRB COO. Drive ideation around country innovations and enhancements to digitisation and emerging technologies that give real time decisive client outcomes.
• Accountable to ensure BCM framework adequately supports the business strategy. Where necessary provide executive sponsorship for major BCM initiatives.

Processes
• Provide leadership for the client management units, where applicable, and ensuring efficient and effective delivery of client lifecycle activities (onboarding, lending, servicing, offboarding).
• Accountable to drive a balance of alignment and automation, de-coupling activities especially minimizing dependencies that are blocking or slowing down client service through architectural changes, and improve STP rates. Drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business. Establish, embed and implement agile practises across operational processes.
• Identify root causes, pain points, inefficiencies impacting clients, and lead remediation efforts. Establish and monitor KPIs metrics.
• Productivity and Efficiency: Lead the development and delivery of cost levers and internal and external commitments in the market. Develop Productivity metrics and embed in business processes.
• Prioritise business operating issues including the capability to deliver new products with control and efficiency on platforms which are consistent global architecture. Oversee the prioritisation, design and management of significant change initiatives under WRB in the market.
• Use of data analysis and leverage on best-in-class market capabilities (e.g. predictive modelling, AI, digitisation.

People & Talent
• Champion and act as a role model of the Group’s values and culture in the region
• Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes.
• Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
• Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles.
• Ensure team structure/capacity is reviewed to enable delivery of client outcomes.
• Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.
• Develop a team structure to meet the needs of all stakeholders in line with COO expectations

Risk Management
• Embed the related processes aligning to Clients’ requirements while adhering to the Bank’s Operational Risk Framework (“ORF”) and develop control measures to ensure processes are functional. Deliver outcomes on standard metrics/scorecard, e.g., productivity, accuracy, service levels, losses / lapses, issues, and the Operational Risk Framework (“ORF”).
• Responsible to monitor and minimize operational losses and upkeep management controls awareness and in conjunction with the COO, Business Risk, ensure appropriate focus on risks/issues and resolutions. Develop control measures to ensure processes are functional. Responsible for embedding of Operational Risk Framework in WRB, ensuring appropriate focus in solving for High risk and Very High-risk issues.
• Responsible to minimise operational loss and audit failures, to ensure appropriate focus on issues and resolutions in collaboration with business risk management
• Work with the relevant NFRCs to ensure processes for WRB clients are fit for purpose and meet regulatory requirements.

Governance
• Ensure there is a framework for effective management of non-financial risks for WRB clients and in compliance with applicable internal policies and external laws and regulations across our markets. Evaluate processes within the market to ensure controls and governance are in place.
• Provide informed, independent, and objective counsel to the Head, WRB routinely and/or upon request, to enable them to make informed decisions around business practices reflecting regulatory expectations, client outcomes, risk posture, and corporate values.
• Together with the COO, Business Risk, responsible to manage regulatory audits / inspections on COO teams in country / region through direct reports. Represent the Bank as appropriate to regulators.
• Responsible for delivering ‘effective governance’; ability to challenge fellow executives effectively; and willingness to work with regulators in an open and cooperative manner.
• Evaluate systems, processes, tech platforms and functionalities in compliance with regulatory and internal policy requirements as well as related procedures

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
• Head, WRB Hong Kong and Management Team
• WRB COO and Operations global MT
• Functional Partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit, etc.
• Group and regional CIOs / CTMs where appropriate
• Regulators where appropriate
• Banking Associations and industry partners

Skills and Experience

• Business Facilitation
• Manage Change
• Management of Frontline Risk
• Business Governance & Support
• Strategy & Business Model
• Service Delivery & Operations Management

Qualifications

Education As Per Bank’s Requirements and HR Policy
Languages English

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.

www.sc.com/careers

Similar Jobs

Senior / Account Officer

Hong Kong Art Development Co. Ltd • Full Time • Kwun Tong, Hong Kong, HK • 2d ago

Others (General Work, Labour etc.) Full Time

account accounting 職位介紹：我們正在尋找一位技能嫻熟的候選人加入DC芭蕾舞團團隊。這是一個全職職位，將在支援我們的會計營運方面發揮關鍵作用。工作職責負責全套會計、財務報告和日常會計交易，包括但不限於記錄收入、支出、銀行...

2d ago

Apply

Service Manager P2-SW2-ESP

Christian Family Service Centre 基督教家庭服務中心 • Full Time • Kwun Tong, Hong Kong, HK • 4d ago

Others (General Work, Labour etc.) Full Time

Requirements: Either have a University Degree in social work, or have Higher Diploma / Diploma / Associate Degree in Social Work with at least 5 years of experience as Social Worker; registered under Social Workers Regis...

4d ago

Apply

登記護士 (普通科) Enrolled Nurse (編號：CASD/EN/CT)

Haven of Hope Christian Service 基督教靈實協會 • Full Time • Tseung Kwan O, Hong Kong, HK • 4d ago

Others (General Work, Labour etc.) Full Time Health Worker Medical Service

持有認可香港登記護士證書及有效之執業證書負責為智障或肢體傷殘人士提供護理服務；須輪班工作地點：將軍澳 (鄰近坑口港鐵站) 本會將會為合適的應徵者提供以下薪酬福利，包括：年假生日假產假侍產假婚假恩恤假醫療及牙科福利培...

4d ago

Apply

登記護士 (普通科) Enrolled Nurse (編號：CASD/EN/CT)

Haven of Hope Christian Service 基督教靈實協會 • Full Time • Tseung Kwan O, Hong Kong, HK • 4d ago

Others (General Work, Labour etc.) Full Time

4d ago

Apply

Reporter (Daily Sports)

Sing Tao News Corporation Limited • Full Time • Tseung Kwan O, Hong Kong, HK • 5d ago

Others (General Work, Labour etc.) Full Time

Research and develop news content for newspaper Explore eye-catching topics and plan Degree holder in Journalism, Communications Responsibilities: Research and develop news content for newspaper, web and other social med...

5d ago

Apply

Graduate Trainee – Retail Specialist (Store Operations)

Green Price Limited • Full Time • Kwun Tong, Hong Kong, HK • HK$ 24,916 - HK$ 26,833 / month • 6d ago

Others (General Work, Labour etc.) Full Time

JobsDB Most Popular Graduate FMCG Employer Award Fun and fast-paced start-up environment Base salary 23K with up to 2 months bonus every year Join Us Get discovered. Introduce yourself, and we’ll get in touch if it's a g...

6d ago

Apply

助理編導 – 戲劇

電視廣播有限公司 (TVB) • Full Time • Tseung Kwan O, Hong Kong, HK • 1w ago

Others (General Work, Labour etc.) Content Creation Full Time Education

中學畢業或以上程度具備良好組織能力及溝通技巧願意不定時工作「非常日誌啲場景好靚呀~仲可以喺機場保安控制中心呢啲平常人去唔到嘅地方拍攝~好吸引呀…」究竟呢啲場面係點樣形成㗎呢？如果您都有興趣想參與其中，了解如何從劇本變成...

1w ago

Apply

編輯 (頭條日報)

Sing Tao News Corporation Limited • Full Time • Tseung Kwan O, Hong Kong, HK • 1w ago

Others (General Work, Labour etc.) Content Creation Full Time Public Relations

負責進行報社不同版面的編輯工作良好中文書寫及溝通能力大學畢業，新聞及傳理系優先職責：負責進行報社不同版面的編輯工作要求：大學或以上學歷，主修新聞系者為佳；具團隊合作精神及新聞觸覺須喜愛文字及媒體工作，良好中文書寫...

1w ago

Apply

Graduate Trainee – Supply Chain Planner (New Headcount)

Green Price Limited • Full Time • Kwun Tong, Hong Kong, HK • HK$ 24,916 - HK$ 26,833 / month • 1w ago

Others (General Work, Labour etc.) Full Time Management Trainee Logistics

1w ago

Apply

Senior Multimedia Designer / Multimedia Designer (Oh!爸媽 Ohpama.com)

Sing Tao News Corporation Limited • Full Time • Tseung Kwan O, Hong Kong, HK • 1w ago

Others (General Work, Labour etc.) Marketing Content Creation Full Time

Develop and produce online and offline advertising and marketing materials Handle effect composition, 2D graphic, motion graphic, animations and production Please provide Portfolio Responsibilities: Handle graphic design...

1w ago

Apply