Senior Manager, Change Management Credit FFG

Job ID: 41935

Location: Bangalore, IN

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 10 Oct 2025

Job Summary

The Credit Operations FFG Change Management Role will be responsible for designing and implementing the revised optimized operating model for credit operations. This includes defining end-to-end processes, governance structures, technology enablers, and organizational design to enhance efficiency, scalability, and compliance. The role requires close collaboration with key stakeholders across business, risk, technology, and operations teams to align the credit operating model with strategic objectives.

Key Responsibilities

• Define key processes, roles, governance frameworks, and technology enablers to enhance operational efficiency and scalability.
• Drive standardization and automation initiatives, optimizing workflows across credit origination, underwriting, servicing, collections, and recoveries.
• Identify key performance indicators (KPIs) and service level agreements (SLAs) to measure operational effectiveness.
• Develop a roadmap for transitioning from the current state to the target model, ensuring minimal disruption to business operations.

Stakeholder Management & Collaboration

• Work closely with credit risk, business units, operations, compliance, and technology teams to ensure alignment on TOM design.
• Engage with senior leadership to secure buy-in for TOM recommendations and implementation plans.
• Act as a liaison between business and technology teams, ensuring system capabilities support operational requirements.
• Ensures regular engagement and involvement of the country heads, GPOs and other group teams to ensure that there is coordinated effort in delivery.

Process & Technology Optimization

• Identify automation and digital transformation opportunities within credit operations, including AI-driven decisioning, workflow automation, and self-service capabilities.
• Ensure seamless integration between core banking platforms, credit decisioning systems, and risk management frameworks.
• Leverage data analytics to drive continuous process improvements and enhance risk-based decision-making.

Key Responsibilities

Regulatory & Risk Compliance

• Ensure the TOM design adheres to regulatory and compliance standards across jurisdictions.
• Implement effective risk controls and governance structures to mitigate operational and credit risks.
• Partner with compliance and legal teams to address emerging regulatory requirements.

Business

The FFG Change & Transformation team supports the Head CRC and the FFG Programme team and focuses on all aspects of business management with particular emphasis on Automation, elimination and rationalisation of process.

• Change & Transformation team will Work with the Head CRC and his unit heads with improving and maintaining the level of operational efficiency.
• Support the unit heads to ensure that effective systems and operational controls are in place and adhered to achieve business transformation.
• Assist with governance of the business to ensure that we operate within internal and external guidelines. To maintain an overall vigil and work with the Business to ensure operational controls commensurate with the risk appetite of the Bank.
• Work to rationalise and Simplify and standardise operational processes and procedures where relevant.
• Develop awareness of business changes, predict challenges and identify opportunities to optimise people & processes and add value to client & frontline
• Serve as a thought leader for the processes within GBS and for the countries
• Set and Close collaboration with Group, Region and Country business and function stakeholders, shared utilities and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct
• Effective relationship and key stakeholder management with and across the networks to identify and address issues/ concerns

Processes

• Lead Process Improvement for CRC
• Lead engagement with multiple change / project teams & internal stakeholders within CRC on changes impacting CRC processes
• Deliver comprehensive impact analysis covering short and long-term impacts.
• Identify key processes for further streamlining, work on process improvements fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours
• Optimise CRC processes with the aim to improve client experience, reduce 'time to revenue' without impact on control standards
• Continuously improve productivity and efficiency of processes and people
• Drive a strong results-oriented CRC team supported by robust data-enabled performance management tools.
• Apply a structured methodology and lead change management activities
• Decision making
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support communication efforts Support the design, development, delivery, and management of communications.
• Assess the change impact, conduct impact analyses, assess change readiness and identify key stakeholders.
• Support training efforts, provide input, document requirements and support the design and delivery of training programs.
• Complete change management assessments
• Identify, analyse and prepare risk mitigation tactics
• Identify and manage anticipated resistance
• Consult and coach project teams
• Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
• Support and engage senior leaders

Risk Management

• Ensure implementation of the OR Framework across managed processes
• Control operations to meet risk tolerance thresholds set for processes managed
• Proactively manage risks and establish/ monitor controls to improve the overall state of the risk management and operating framework in the country
• Work closely with Local Compliance, Credit, Legal, and Risk for guidance on complex policy/ risk issues and actively provide feedback for process gaps and revisions required
• Provide insights and highlight risks/ mitigation to senior management, governance forums, and group teams based on understanding of country dynamics and MIS & analytics

Governance

• Responsible for delivering effective governance for CRC in compliance with applicable internal policies and external laws and regulations
• Ensure that the risks are clearly identified and quantified, properly tabled in the appropriate forums
• Ensure, lead, and monitor strict adherence to regulatory requirements, best practices, and a state of ever-readiness for audit & regulatory reviews
• Ensure alignment of GBS teams and processes supporting the country
• Senior escalation point for stakeholders on process and governance related issues in country
• Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence

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

• Region and Country CIB & WRB Heads
• Operational Risk Teams
• Regional and country Client Management teams
• Enablement Forums and Product Owners
• Other Operational teams GBS Hubs & Countries
• Legal team; in-countries, Region and Group
• Credit & Risk teams; in-countries, Region and Group
• Client Managers & Credit Analysts
• Risk and Control Governance Functions
• Technology Partners & Product Partners
• Global Client Management network
• COO Process owners and governance teams
• Front Office (RMs, CMs, CCMs)
• Credit Risk Managers

Other Responsibilities

• Embedding Here for good and the Group's brand and valued behaviours in the Ops CRC CIB team
• Performing other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Skills and Experience

• Operational Functions (Domain - Product, Process & Systems)
• Process Management
• Time / Resource Management
• Operational Risk
• Accuracy and Attention to Detail
• Effective Communications
• Managing Change
• Budget Management
• Manage People
• Data Analysis
• Manage Projects
• Process Improvement

Qualifications

Education

• Preferably Commerce Graduate / Post Graduate or CA / ICWA

Training / Experience:

• At least 120 Months of relevant work experience in the following areas:
• Advanced Product & process knowledge (knowledge in terms of customers, products and transactions)
• Banking operations experience (Credit Risk, Documentation, Client Service, CDD, payments, trade, markets or other) and service-oriented attitude.
• Excellent communication skills.
• Strong interpersonal skills with ability to network and influence decisions within the business and within infrastructure/ support teams.
• Excellent analytical and problem-solving skills.
• In-depth expertise in the Bank's Frameworks, control and governance.
• Knowledge of business practices, methodologies, products and operational processes.
• Prior work experience relating to change management or new process implementation.
• Flexible and responsive nature to handle multiple initiative and changing priorities
• An inquisitive "challenge the status quo" approach to existing practices and procedures.
• Strategic thinker and with a macro dimensional view of the business.
• Knowledge of SCB architecture, processes and Agile certification, Project managements and systems is an added advantage

Languages

• English

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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.