Head, Analytics

Head, Analytics

Standard Chartered
Kuala Lumpur Malaysia
Not Specified
Not Specified

Job Description

About Standard Chartered 
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.  
To us, good performance is about much more than turning a profit.  It%27s about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. 
We%27re committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities %26amp; Our Ideal Candidate

The role has direct responsibility for ensuring the delivery of an effective Customer Relationship Management (CRM) function and high quality analytical output. The role holder is responsible for driving enhancements to the customer experience and delivering increased sales, retention and deepening of the customer relationship. The role is responsible for the management of all customer information and provision of analytical support for customer initiatives (e.g. campaigns) and to support all RBWM activities in areas of Proposition and Product Management

  • Identify key trends that arise from the analysis of customer data and work with other areas in CVM to ensure they are planned into BAU activity where appropriate;

  • Driving additional activity based on customer information to enhance the customer experience in conjunction with Customer Experience and Customer Relations team. This encompasses but is not limited to developing scripts, cutting lists and allocating leads to the most appropriate channel, where this has not been covered by the Region

  • Oversight and allocation of leads to channels based on analysis MI to support activities in achievement of RBWM objectives and plan

Supporting targeted activity in achievement of metrics and plan   
  • Allocating leads to channels based on analysis of segmentation, customer choice/activity and previous campaign performance   
  • Responsible for all customer information to be used to drive customer sales activity in RBWM
  • In partnership with CVM teams to develop tracking framework including product performance, campaign, proposition growth against plan

  • The jobholder has a critical role in supporting growth of RBWM business, responsible for management of all customer information used to drive customer sales activity and analytical support for customer initiatives across RBWM channels
  • The jobholder is a key member of the CVM senior team and has key working relationships with range of stakeholders in Global functions and business units
  • This position leads, develops, mentors a culturally and geographically diverse team; provides detailed guidance to team, brings clarify to ambiguous stakeholder requests and manages conflicting priorities across business units
  • The jobholder requires critical thinking, strong management and communication skills and business drive. On a day to day basis, prioritization of requests decisions are exercised through the role holder

People and Talent
To support the RB Head and all stake holders in providing a high quality, customer driven, support function
  • Maintain strong relationships with team, key partners and stakeholders across the organization
  • Provides guidance to staff by properly prioritizing initiatives based on customer analytics impact to RBWM Business, portfolios, and Group while ensuring timely implementation
  • Interact with senior business management to identify peer company best-in-class service practices %26amp; technologies to improve Customer experience
  • Build industry best in class CRM %26amp; Analytics team
  • In conjunction with Product, Premier, Advance and Retail (Foundation) teams establish MI to create better visibility of transactions by product, by client and by channel
  • Sponsor or recommend development projects in response to market changes and/or identified opportunities

Risk Management

Ensure employees apply compliance, operational risk controls in accordance with SCB or regulatory standards and policies; and optimize relations with regulators by addressing any issues
  • Promote an environment that supports diversity and reflects the SCB brand
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the Group Values: Dependable, Open, Connected
  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings and the impact of new technology
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern in conjunction with line management and/or the appropriate department
  • Ensure full compliance with internal and external regulatory requirements Governance

Regulatory %26amp; 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 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

  • All RB business units.

  • All external corporate partners.


  • Certified Chartered Accountant.

Apply now to join the Bank for those with big career ambitions. 
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

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