Operations Lead - HAL

SC Ventures is Standard Chartered’s innovation, fintech investment and ventures arm. We were established to reinvent banking, as the significant technological disruptions to the industry was impacting its ability to serve clients and customers, in the ways they needed to be served.

Role Summary – Operations Lead

We are looking for an Operations Lead that can help us build a B2B marketplace that will transform how SMEs in the UAE buy, sell and grow. 

The Operations Lead owns and scaled the end to end operations of the marketplace, ensuring seamless execution across supplier onboarding, catalogue and content operations and support with customer experience at the core. 

The role focuses on designing and implementing scaleable processes, driving operational excellence and partnering closely with the product and commercial teams to improve efficiency, quality and customer experience.

Strategy
•    Define and continuously enhance on the marketplace operations strategy across onboarding, content operations and customer support
•    Identify operational bottlenecks and scalability risks and propose product or process led solutions
•    Partner with product and commercial teams to align priorities with growth and marketplace health objectives

Business
•    Own, define and track operational health metrics and SLAs across the full customer journey on the platform
•    Use data and insights to continuously improve operational efficiency, quality and cost

Processes
•    Design, document and standardize end to end operational processes for current and future scale
•    Build scalable operating models including internal workflows, partner handoffs and tooling/ automation requirements
•    Work closely with the product team to translation operational needs into product requirements and improve tools, dashboards and self-serve capabilities
•    Drive continuous improvements through root cause analysis and experimentation

People & Talent
•    Build, coach and manage operational teams as the business scales (internal team or external partners)
•    Set clear ownership, performance expectations and operating guidelines
•    Foster a strong execution focused and customer centric operations culture

Risk Management
•    Identify, mitigate and escalate (where relevant), operational risks that can impact customer experience, compliance or scalability 
•    Partner with the relevant risk, compliance and legal teams to ensure the required operational controls, quality checks  and escalation mechanisms are in place

Governance
•    Ensure operations adhere to SC ventures governance, policies and controls
•    Maintain clear documentation and reporting for operational activities

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
•    Internal teams: Product, Commercial, compliance and senior management.  
•    External groups: Customers, Suppliers, Partners

Other Responsibilities
•    Embed Here for good and Group’s brand and values in the business and SC Ventures; 
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

•    Marketplace Operations Management
•    Process Design & Implementation
•    Operational KPI & SLA
•    Project Management
•    Tooling and Automation Systems
•    Data Analysis

Education     Bachelor’s Degree in Business, Operations, Engineering or related field
Languages     English, Arabic (preferred)
•    5-8+ years of experience ecommerce or marketplace operations roles
•    Experience in owning onboarding, content ops and customer support
•    Proven experience in setting up and scaling operational processes and working closely with product and engineering teams to improve operational tooling and workflows
•    Comfortable in managing and delivering in complex, multi-stakeholder, ambiguous environments 
•    Prior MENA experience preferred but not required

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

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.