Head, Global Implementation & Cash Service, Africa, Transaction Banking

AI summary

Standard Chartered Bank is hiring a Head of Global Implementation & Cash Service for its Transaction Banking division in Lagos, Nigeria. The role leads client implementation, cash client service strategy, and cross-country teams to drive seamless delivery of TB products, client satisfaction, and revenue realization. This is a permanent, office-based position at Band 4 level.

• Senior leadership role in Transaction Banking across Africa
• Based in Lagos, Nigeria (permanent, office-based)
• Leads global implementation and cash client service strategy
• Requires collaboration with cluster and country heads
• Focus on client experience, deal cycle improvement, and revenue retention

Original source description

Head, Global Implementation & Cash Service, Africa, Transaction Banking at Standard Chartered Bank ⏲ Aug 27, 2026, 8:04 AM ⋕ View all Banking & Financial Services jobs Standard Chartered Bank - We're an international bank, nimble enough to act, big enough for impact. For more than 160 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. As a leading international bank, we strive to help people and businesses prosper across Asia, Africa and the Middle East. We are recruiting to fill the position below: Job Title: Head, Global Implementation & Cash Service, Africa, Transaction Banking Requisition Number: 59061 Location : Lagos, NGA Global Grade: Band 4 Work Type: Office Working Employment Type: Permanent Job Summary Additionally, collaboration with other Cluster / Country Heads across the TB organisation will be required to continuously improve client experience: and drive a consistent global experience: for our clients. These includes implementing client-specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives. The team also serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products. This role could be based in South Africa and Nigeria. When you start the application process you will be presented with a drop down menu showing all countries, Please ensure that you select a country where the role is based. This role is responsible for driving the agenda of TB Global Implementation and Cash Client Service Group within the respective countries, and ensuring the end-to-end delivery of the TB solution, this includes managing a team of Implementation Managers, relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to accelerate revenue realisation. The individual is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. Key Responsibilities: Strategy: Lead the roll-out of Client Implementation and Cash Client Service Group Harmonization Drives strategic plan/roadmap of client deal management Develops, owns, and drives strategic plan/roadmap of client deal management within respective Cluster/Country, ensuring alignment with overall TB Groups and respective Cluster/Country strategies Drive the Global Implementation and Cash Client Service Group Strategy within respective Cluster/Country, includes identifying and/or creating opportunities to uplift and/or re-establish the profile/identity of the Global Implementation and Cash Client Service Group team Fronting client conversations (Treasury, CFO above) on key pitches to driver overall TB proposition Collaboratively design a suite of capabilities and services in line with respective client tiering, participation for bespoke services in collaboration with partners Ensure active engagement and ongoing alignment with the wider TB business strategy & priorities Build in sustainability when developing frameworks and/or redesigning processes, systems, and operating models Develop regular connect sessions with clients as part of building client relationships, including actively participating in various client forums/events/conferences, strategic discussions, etc. Drive focused client sessions with Sales, Coverage, Product, and other partners to position overall propositions Business: Represent Implementation in Management forums; clearly articulate achievements (including landmark deals), product/client feedback, key challenges, etc. to help drive visibility of the Implementation team across the business Develop an approach to build bench strength within the respective Cluster/Country Actively managing costs; including identifying opportunities to reduce costs Drive succession planning to actively manage attrition Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience: forums. Provide expertise advice for change/ transition management for Implementation Drive a continuous improvement model; with the aim to drive efficiency and simplified client experience, ensuring appropriate implementation model is “fit” for clients + TB business priorities, etc.; Including: Client engagement model to mirror client organizations, Harmonization and alignment across partner groups etc. Actively drive the management of team productivity and capacity in relation to onshore and offshore activities Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders. Identify opportunities to improve existing operating model, including the current resourcing, location and client footprint strategy aligned with implementation structure Proactively identify and drive opportunities to streamline processes to improve client experience, including collaborating with functional partners Processes: Conduct critical reviews on deal handover, validate deal size, expected revenue and deal requirements: Adopt emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify / improve business processes Understand and utilize emerging technologies and innovations to improve product offerings and meet evolving client needs Work closely with clients and Product Management during the project requirement gathering, developing technical solutions, system integrations, user testing and training Work with Technology and Operations to design and implement platforms / ecosystem to support TB products Maintain accurate client service issue logs and drive timely resolution of identified concerns. Engage in discussions regarding emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify/improve business processes Ensures effective and disciplined usage of the Implementation Management system for self and team Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders. Participate in regular service review meetings and ensure agreed actions are completed. Active engagement in key RFP and provide guidance to Implementation managers in providing RFP/RFI responses on the implementation component as part of the Deal team Help drive sustainability when considering processes, systems, and operating model Drive overall Client + Project Management discipline, including effective usage of tools and systems, ensuring trusted and accurate data for reporting, and planning purposes, including oversight of key deals turnaround times management and feedback loops to business / support partners Work closely with external partners to support clients in their digitisation journey, ensuring efficient implementation experience: for the clients Ensure client complaints are logged and managed in line with the Bank's Complaints Policy. Seamlessly transition the implemented product and services to service teams for BAU client servicing Leverage available reporting tools and client experience: dashboards to identify trends, address root causes, and improve service performance. Where applicable, understand emerging technologies and innovations to help improve product offerings to meet evolving client needs Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes. Provide technical feedback as required to Product Owners and/or distribution teams for continuous iteration of product development. Drive focus on sustainability when considering Implementation’s global strategy, processes, systems, and operating model, as well as in delivering the implementation Develop and nurture client relationships to ensure the products and services remain aligned to client needs Drive post implementation activities, including: Sharing constructive client feedback with relevant partners Utilising feedback to continuously improve our implementation quality and cycle times Post Implementation Surveys Has product knowledge in both cash, trade and other TB products in scope Oversee the overall Project Management of the end-to-end implementation cycle of key deals (incl. technical discussions, execution of documentation, ERP integration, liquidity and limit set up, planning testing and training, onboarding) Constructively drives an integrated approach with partners to capture client feedback opportunities Collaborate with Sales, Product Management, Product Development, Channel Management, Technology and Operations teams for the solution designs Monitor, track, and resolve client service issues through structured service management practices. People & Talent: Create a culture of trust and continuous learning mindset Create training plans to build on technical competencies for effective project management Encourage an environment of high performance, growth, and career mobility Create internal identity/visibility and actively participate in external awards/surveys Foster a safe environment to encourage team members to be brave and speak out Create a safe, inclusive, and collaborative environment for all team members Adopt and drive a data driven culture Encourage open and regular transparent conversations, including two-way feedback loops Foster effective leadership at every level Develop, own and drive diversity and inclusion Provide ongoing mentorship and guidance Promote growth and development and ensure team members have active development/growth plans Ensure appropriate succession plans are in place Risk Management: Effective governance of business controls; including developing new business controls if gaps are identified Where applicable, ensure credit, operational, legal, regulatory, reputation, compliance is held to the highest standards of risk management Ensure adherence to all local regulatory, legal and compliance requirements: Collaboratively drive a holistic data management framework for Implementation and Cash Client Service system, driving a consistent definition and usage of attributes and reference data across all Clusters, including proactively addressing data quality issues Proactive risk management; includes delivery + operational risks Chair Cluster/Country Implementation Governance forums; drive key discussion points on deal status alignment (F2B), openly discuss issues and collaboratively solve issues where possible Adherence to all bank’s policy and standards, including eLearning courses for entire team Governance: Assist with the governance of business controls; including identifying opportunities to develop new business controls Ensure implementation governance controls are properly executed by the teams Participate in Cluster/Country Implementation Governance forums to support Cluster Head/Lead and/or Country Head/Lead Adherence to all bank’s policy and standards, including eLearning courses for direct reports (where applicable) Regulatory & Business Conduct: Keep abreast with changing regulatory requirements: and provide advisory support to clients 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. Completion of all mandatory risk and compliance training including e-learning within stated timeframes Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters. Keep abreast with regulatory changes to ensure TB products are compliant with relevant risk management guidelines / policies and procedures (e.g., electronic banking, technology, ESG, etc.) Display exemplary conduct and live by the Group’s Values and Code of Conduct. Key stakeholders Internal: DCS MT and directs Transaction Banking MT and directs Service MT and directs Transaction Banking Sales and Coverage MT and directs COO and directs Technology delivery teams MT and directs (PSS, etc.) Global & Cluster Implementation Heads, Program Execution Head Cluster and Country MT External: Client Senior Stakeholders (all segments) Treasury Senior Stakeholders Third Party Providers Skills and Experience: Client experience, behaviours and preferences Operational Risk Stakeholder Management Strategic Thinking System and technology integration Communication & Presentation skills Application Programming Interfaces (APIs) Change/ Project Management Qualifications 15+ years of banking and finance industry experience: or similar industry Extensive knowledge in API, system and technology integrations, and Transaction Banking products Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset 15+ years’ experience: in Client Implementation with strong delivery focus PMP certification is a plus. Proven track record of successfully delivering large, complex, and cross-border deals Effectively manage escalations, including driving resolutions and/or appropriately escalating to senior MT (internal + external) Outstanding written and verbal communication skills, including presentation skills Creative problem-solver with a strategic mindset Experience: in managing a team where team members are in multiple countries Has strong project management disciplines How to Apply Interested and qualified candidates should: Click here to apply online Application Deadline: 10th September, 2026. View all Jobs in Nigeria Lagos State