Executive Support Lead

Executive Support Lead

Standard Chartered
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's 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're 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

  • Lead for Board Support function within End User Support Services (ESS) team. Support function covers 24*7 end to end IT support service to ensure SCB&rsquos CEO (it&rsquos management team), board members, and directorate staff have the technology they need, when they need it, understand how to use it, and can get any issue resolved quickly and conveniently.

  • Role is responsible to manage support function in HK and could be expanded later

  • Scope of the support function includes

    • MT and Board Member devices (hardware &ndash Laptop / Desktop / headset / speaker phone/ dock/ etc.), end user software, voice / video rooms, printer and mobility devices

    • MT and Board Member Events or related activities

    • Home-office and office set-up as per Enterprise Technology / End User Services standards

    • IT support during travel incl. coordinating and planning hotel set-up

    • Coordinate support requirement across Enterprise Technology towers for IT issues related to MT and Board Members




Operations

  • Ensures that support and services provided to Executives meet established service level commitments and End User Satisfaction

  • Serves as a first point of escalation for UK executives and second level escalation for Asia team

  • Responsible to ensure end-to-end ownership from the team for resolving reported issues and fulfilling requests

  • Responsible to ensure prompt and consistent operational reporting on team&rsquos KPIs, in alignment with global end user support services team. Ensure team tracks issue response, resolution times, and customer satisfaction

  • Reviews all performance data, and where deficiencies are identified, ensures appropriate corrective actions are pursued in a timely manner

  • Regularly communicates improvements and changes to Executives,including ways in which available technology can be fully utilized to drive greater productivity

  • Resolves technology issues encountered by executives in a timely manner and ensures systemic issues are escalated and remediated to prevent further occurrences

  • Influences the broader technology community to drive required improvements in support and services offered to executives

  • Proactively pursues, through insights gained by working with executives, improvements to existing processes and technology offerings, including introduction of new technologies that maximize productivity

  • Recognises and identifies deficiencies and drives all necessary changes

  • Ability to navigate the technical and diverse challenges involved in supporting the executive management team of a global enterprise

  • Willing to travel locally and overseas to support offsite events

  • Manage IT home setup and IT Support for virtual events (on site and remote) for senior executive members

  • Plan and manage resource capacity to provision support services between 7:00 and 19:00 plus out of hours and weekends (on rota)

  • Build relationships and collaboration with Global EUS and other support team to drive consistently high-level support

  • Manage MT and Board Member IT related tools and technology knowledge base


Non-Technical Skills &ndash Must Have

  • Service-oriented mindset

  • Ability to effectively interface with business executives

  • Responsible to build strategic relationships with executive members of staff and their support teams

  • Represent MT & Board Support function working with key members across divisions%5Cregions

  • Proven experience supporting staff at the Executive and Board levels

  • Must be courteous, polite, friendly, and professional

  • Team player &ndash Needs to work in a direct and matrix reporting structures

  • Build appropriate culture and values. Set appropriate tone. Collaboration with Business partners

  • Excellent communication skills written and verbal when interacting with executives

  • Excellent organizational, time management and crisis management skills

  • Financial Acumen when working with vendors for offsite events


People and Talent

  • Responsible for a team of high performing Support members in the locations.

  • Responsible to ensure career paths are offered to employees to help internal mobility and improve employee engagement and motivation

  • Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.

  • Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

  • Set and monitor job objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives


Risk Management

  • Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group

  • Ensure support procedures are in place and adhere to Group Security & Audit policies within MT and Board Support team


Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group&rsquos 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

  • Role will form part of a dedicated team who provide high level proactive support for the most senior members of staff in the organisation.

  • Team members will perform and establish general IT maintenance tasks and resolve moderate complex problems immediately. The team lead will provide special handling for all technology issues that originate in the Directorate.


Our Ideal Candidate

  • Degree educated in Computer Science/Engineering or a related discipline

  • Foundational understating of ITIL

  • Broad knowledge of Desktop and End User Technologies

  • Windows 10 OS, Office 365, and advanced troubleshooting

  • Excellent Microsoft Operating Systems and Office Automation

  • High technical proficiency with in-depth knowledge of modern IT infrastructure technologies including networks, telephony, AV systems, storage, servers, data centre, messaging, databases, desktops, mobility & user devices

  • Strong experience in Microsoft systems administration coupled with relevant professional qualifications (typically MCSE)

  • Active Directory, Exchange, SharePoint, SCCM

  • Mobile device support and management - iOS and Android

  • Advanced troubleshooting and root-cause analysis to avoid re-occurring issues

  • Experience with different web conferencing and collaboration systems (Skype, Blue Jeans, Zoom, Webex, Teams)

  • End-to-end management of all support tickets

  • Ability to operate at a break-fix level to diagnose and address common issues experienced by VIPs

  • Ability to learn new technologies


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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