The COO as transformational leader and business enabler

In the rapidly evolving landscape of financial services, the Chief Operating Officer (COO) has become increasingly pivotal, particularly in driving digital transformation initiatives. Rosalind Ng, COO of Wealth & Retail Banking at Standard Chartered, exemplifies how this role can facilitate significant organisational change while also addressing the challenges and opportunities for women leaders in senior positions.

The COO as a business enabler

Ng sums the essence of the COO's role in 2025 as a "business enabler," responsible for translating business strategy into operational reality through digital transformation.

"I see the role of a COO as bringing together process, data, technology, operating model and capability considerations in digital transformation to drive balanced outcomes in client experience, risk effectiveness and productivity leading to sustainable growth." Rosalind Ng

This holistic approach is crucial as organisations navigate the complexities of modern banking, where customer expectations and technological advancements are constantly shifting.

A journey from law to leadership

Ng's journey to the COO role is a testament to the diverse pathways that can lead to senior leadership. Initially trained as a lawyer, she transitioned to the COO position in 2016.

Reflecting on her experience, she notes, "The learning curve in my first six months was steep as I switched from being a specialist in one area to managing a broader scope including client experience, productivity, operations, change and transformation, regulatory engagement."

This transition required not only a shift in mindset but also the development of learning agility, a critical skill for any COO. Ng emphasises that while a COO may not be a specialist in every area, having a comprehensive view of the organisation is essential.

The impact of gender diversity on performance

Ng strongly believes in the positive correlation between gender diversity at the C-suite level and organisational performance. She explains, "When executive teams are comprised of unique individuals, they bring diverse perspectives, experiences, and approaches to tackling challenges and opportunities."

"Personally, I love it when I get to participate in authentic and healthy debates where there is a mix of leadership styles, diverse insights and out-of-box thinking. I truly believe this results in more balanced and thoughtful strategies and distinctly creative solutions that drive business performance." Rosalind Ng

This diversity fosters an environment where "authentic and healthy debates" can occur, leading to more balanced strategies and innovative solutions. At Standard Chartered, the commitment to gender diversity is evident, with women in senior leadership roles increasing from 25% in December 2016 to 33.1% in December 2024.

Ng highlights that 43% of the Management Team and 45% of all colleagues are women, showcasing the bank's dedication to fostering an inclusive workplace.

Challenges faced by women leaders

Despite the progress, Ng acknowledges the challenges women face in ascending to senior leadership roles. As a mother of three teenage children, she has navigated the complexities of balancing family and work life.

"I am fortunate that my children understand how my work gives me fulfilment in life," she shares, indicating that a supportive family environment is crucial.

Ng also credits Standard Chartered's progressive policies, such as flexible working arrangements, which allow employees to balance their professional and personal lives effectively.

"This holistic approach to wellbeing, alongside market-leading benefits like equalised parental leave and menopause-friendly policies, is a key differentiator for us as an employer of choice." Rosalind Ng

Creating inclusive pathways for women

To foster an environment conducive to women's advancement, Ng advocates for addressing systemic barriers within organisations. She reflects on her own career, noting that pivotal moments were supported by policies like flexible working and sponsorship for new roles.

"Strengthening efforts to ensure a fair representation of high potential talent is critical for organisations seeking to develop a diverse talent pipeline," she asserts.

 Standard Chartered's ASCEND programme, aimed at nurturing women leaders in Technology and Operations, has already seen over 1,900 women participate as of December 2024, demonstrating a commitment to developing future female leaders.

Future-ready skills for aspiring COOs

For women aspiring to become COOs, Ng emphasises the importance of cultivating a blend of technical and soft skills. "The first skill required is being an all-rounded business leader," she advises, highlighting the need for a strong understanding of business strategy, client needs, and commercial acumen.

Additionally, she underscores the significance of digital literacy, change management, and risk management skills. "A COO's role is to join all the dots in the organisation to make things happen," she explains, reinforcing the need for a comprehensive skill set to navigate the complexities of modern business.

"It is necessary to have a broad understanding of all risks emanating from business activity and how to manage those risks in a balanced manner." Rosalind Ng

Lessons to live by

Ng's insights illuminate the critical role of COOs in driving digital transformation and the importance of gender diversity in leadership. As organisations continue to evolve, the experiences and perspectives of women leaders like Ng will be essential in shaping inclusive pathways for future generations.

By fostering an environment that supports women's professional growth and embracing diverse leadership styles, companies can enhance their organisational performance and drive sustainable growth.