The purpose of the Digital Adoption Client Tools team is to ensure that the Programmes of work delivering new or improved Client tools are successful. These tools include devices that Clients will use to transact with the Bank such as the Internet Banking platform and applications through mobile devices. The team will be successful by ensuring the developed capability meets the needs of Clients and that Clients are ready for the change, are excited by the change, and are adequately trained in understanding the change and the benefits it brings.
Support the Global Head, Digital Adoption, Retail Banking on all tasks formal and ad hoc
Assist the Global Head, Digital Adoption, Retail Banking to develop a standardised change management and adoption approach for use across all Programmes
Act as an interface between the Group team and the broader Distribution Network
Maintain a log of when each Programme is delivering Digital capability to Clients in each Country and assist in developing or reviewing the change management plans to support the delivery
Develop a stakeholder matrix of Ambassadors, Champions and Content Leaders across the Distribution Network that can support the views of our Clients
Consider developing client test focus groups e.g. family and friends of staff, to help test capability to ensure it is fit for purpose prior to launch
Assist with developing communication and change management plans and execute these plans (e.g. including helping deliver training) for each Programme to support the go-live of new or improved Client capability
Assist to clarify the business cases, where relevant, associated with the roll-out of Client capability
Attend and actively contribute to Project Working Group (“PWG”) meetings and team meetings
Develop relevant stakeholder, committee and team meeting materials as required
Assist to proactively gather end user feedback and views on new or improved Client tools under each Programme e.g. through online surveys of new i-Banking functionality
Assist with the production or review of Business Requirements Documents (“BRDs”) to ensure that proposed capability or functionality meets the needs of end user
Assist with the review of Functional Specification Documents (“FSDs”) to ensure that proposed capability or functionality meets the needs of the Frontline
Assist with the measurement of adoption success and management information reporting
Explore leading technologies across industries supporting Client tools, such as those being developed by FinTech companies
Develop mechanisms for gather ideas to improve Client tools such as staff surveys based on Client feedback or Client feedback campaigns
Assist the equivalent Staff tools team where work sharing is required due to a volume overload in their area.
Qualifications and Skills
Experience in Project Management (a professional qualification such as PMP would be ideal) and process and/or technology transformation initiatives, including the ability to manage time, cost and quality dimensions
Experience in a complex change management role impacting the Frontline
Familiarisation with some of the Bank’s Client facing tools such as the Standard Chartered Bank website, i-Banking or Standard Chartered Mobile Banking
Familiarisation with the development of websites including the Bank website
Familiarisation with the development of mobile applications including Bank applications
Experience in producing or delivering Client-facing verbal or written communications
Experience in writing and reviewing BRDs
Experience in reviewing FSDs
Experience in dealing with the Frontline in a previous role and understanding their challenges
Experience in producing communications including those directed at Clients
Experience in developing training materials and delivering training
Highly developed verbal and written communication skills
Expert proficiency in using Microsoft Office packages such as Word, Project and PowerPoint
Strong analytical skills and experience in utilising Microsoft Excel, as well as the ability to drive fact-based decision-making
Strong problem solving skills including the ability to identify multiple solutions to address a single problem
An ability to effectively manage multiple initiatives at the one time
An ability to influence senior and virtual team members and stakeholders
An ability to operate in a dynamic and changing environment and able to react appropriately
An interest in digital technology and the evolution of digital channels.
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