Job Summary

Standard Chartered is a global bank operating in over 50 markets in Africa, Asia and the Middle East, serving the banking needs of corporate, commercial and individual clients. This role is in Strategy and Talent (S&T), servicing the Corporate Affairs, Brand & Marketing (CABM) team, a support function delivering communications to a broad range of audiences including clients, colleagues and external stakeholders.
The Senior Manager, CABM, Digital Strategy and Operations is a pivotal technology operations position within the CABM, Digital Strategy and Operations team (DS&O). This team is responsible for delivering the Bank's digital strategy for communications and marketing, as well as managing its most critical platforms to ensure they are optimised to allow the function to achieve its business objectives.
CABM is on a mission to unleash the exponential potential of the Bank's Purpose and Brand. Its goals are to:

• Grow brand awareness and consideration, leveraging insights to accelerate business growth
• Build brand and reputation to drive trust and differentiate. Help communities prosper
• Engage employees to deliver our strategy, evolve our culture and become an employer brand of choice

To help realise these ambitions, DS&O and Technology & Operations have developed a Technology Strategy which acts as a catalyst to CABM achieving its strategic objectives. The team is responsible for delivering a fully-integrated, best-in-class communications and marketing stack, equipped to meet the needs of modern communications professionals and customers.

The CABM communications and marketing stack currently includes the corporate website, employee communication application, email marketing platform, social advocacy platform, digital asset manager, events management tool, experience management platform, content marketing platform, content publishing software and corporate reporting software, as well as 20+ other tools.

The Senior Manager, CABM, Digital Strategy and Operations role will support the management, optimisation and support model of the technology platforms used in communications and marketing. This role ensures operational efficiency, system integration and process improvement to enhance marketing effectiveness and customer engagement.

Key Responsibilities

Strategy

• Maintain a comprehensive awareness and understanding of the Group's strategic priorities, the vision of Strategy and Talent, and the strategy and deliverables of CABM.

• Support the delivery of the CABM Technology Strategy, partnering with the Head, Digital Strategy and Operations to build a best-in-class communications and marketing stack.

• Drive alignment between Strategy and Talent, CABM and other Support Functions, helping build a one bank culture which delivers for all.

• Drive the development and implementation of CABM's technology platforms strategies and roadmaps, ensuring there are clear objectives which deliver value for the Bank and improve ways of working.

Business

• Identify and support new use cases across the technology platforms, helping drive adoption, improving business efficiency and maximising the use of the tools.

• Support the management of a portfolio of CABM solutions, notably a digital asset management platform, an events platform, and survey platform, as well as a range of other communications and marketing tools.

• Act as a bridge between technical and non-technical teams, translating business needs into technical requirements.

Processes

• Configure and administer the technology platforms so they are optimised to achieve their use cases, maintaining them to high standards at all times.

• Develop and implement best practices for platform usage and deliver automated solutions to simplify and improve business processes and technology management where possible.

• Train and coach end users of CABM's technology platforms, providing regular end user training and implementing a self-learning model outside of the training programme.

• Maintain Process Operating Instructions (POIs) for platform management and execution to ensure platforms are managed consistently and operational knowledge is retained.

• Write clear and engaging communications for users of CABM's platforms which drive adoption, supports users to use them effectively and notifies them of functionality and process changes.

• During upgrades, maintenance and customisation deployments, work with the technical support teams to perform end user testing and provide quality assurance.

• Maintain the integrity of the platforms and channels by overseeing housekeeping initiatives such as updating access/permissions and removing obsolete data.

• Work with the technical support teams to raise awareness of bugs and issues on CABM's platforms, prioritising those of high severity, escalating when necessary and seeing through to resolution.

People & Talent

• Provide guidance, recognition and motivation through constructive relationships with stakeholders

• Promote and embed a culture of openness, trust and risk awareness, where ethical conduct is the norm

• Enhance learning across the team by engaging in industry events, understanding market best practice and pioneering new ideas in technology management

Risk Management

• Stay abreast of changes to the control environment and help address any operational risk issues

Governance

• Manage the platforms in accordance with the Bank Policies, ensuring governance meets applicable standards and risk is mitigated appropriately

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 Corporate Affairs, Brand & Marketing 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

• Strategic Change, Strategy, HR and CABM team

• Digital Strategy & Operations teams members

• Strategic Business Owners and BAU Business Managers of CABM platforms

• Technology & Operations, Supply Chain Management, Group Finance and Group Legal

• End Users of CABM technology

• Risk framework owners: CFCC, ICS, Operational Risk

• Third-party software providers

Other Responsibilities

Embed Here for good and Group's brand and values in Corporate Affairs, Brand & Marketing. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).

Skills and Experience

Communications and Marketing Operations
Data Gathering and Analysis
Organizational Communications
Planning: Tactical, Strategic
Risk Management
Written Communications

Qualifications

You are a highly organised, analytical, strategic thinker, pragmatic, a good listener, and an effective problem solver. You will be someone who gets their hands dirty, does the work and implements plans, as well as developing them. You will have the interpersonal skills and ability to work with a variety of teams across the world and at all levels of the Bank.

• Proven experience in operations, technology management, or marketing automation in a SaaS or digital marketing environment.

• Strong understanding of digital asset management, events, and survey platforms (e.g. Bynder, Cvent, and Qualtrics)

• Good understanding of technology governance, compliance, and regulatory obligations

• Good knowledge and experience of working with and implementing communications and marketing platforms.

• Passionate about communications, marketing, knowledge management, business transformation and collaboration technology.

• Able to build effective working relationships across all levels of a global organisation and work collaboratively with a geographically-distributed workforce.

• Excellent organisational, interpersonal, writing, and presentation skills.

• Open and honest communication skills.

• Hands-on and self-driven.

• Multi-tasker who understands how to develop tactical plans that align with the Bank's strategy.

• Highly organised, a good listener and an effective problem solver.

• Strong project management experience.

• Passionate about community best practices, principles, concepts, and technologies.

• Knowledge of financial services sector preferred with a good understanding of the impact of regulation, compliance, and operational risk.

• Ability to work under pressure and to tight deadlines, with excellent time management skills.

• A good fit with Standard Chartered's culture and values.

• Accredited Communications Qualifications preferable, but not essential.

• Accredited Marketing Operations Qualifications preferable, but not essential.

• Agile Project Management Qualifications preferable, but not essential.

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