Key Responsibilities

Business
•    The Manager – Operations Support is responsible for overseeing a team dedicated to managing operational queries, escalations, reporting, and process support activities. This role ensures seamless operations by coordinating cross-functional support, monitoring service delivery performance, resolving issues promptly, and implementing process improvements. The Manager will also be responsible for knowledge management, team development, and driving operational efficiency.

Processes
•    Lead and manage the Operations Support team, ensuring effective handling of queries, escalations, and support activities.
•    Serve as the primary escalation point for operational and service delivery issues, providing quick resolution and minimizing business disruptions.
•    Coordinate with internal teams (Operations, IT, Compliance, Vendor Management) to resolve cross-departmental issues.
•    Oversee preparation of operational reports, dashboards, and performance metrics to track service quality and efficiency.
•    Identify process gaps and drive continuous improvement initiatives to enhance operational effectiveness.
•    Manage and maintain knowledge repositories, standard operating procedures (SOPs), and process documentation.
•    Provide guidance, coaching, and training to team members to ensure high-quality support delivery.
•    Ensure compliance with regulatory requirements, internal policies, and industry best practices.
•    Support change management initiatives, system migrations, and process enhancements.
•    Foster strong stakeholder relationships, ensuring service-level commitments are met and exceeded.

People & Talent
•    Leadership & People Management: Strong ability to lead, motivate, and develop a team.
•    Problem-Solving & Decision-Making: Analytical and resourceful, with a focus on solutions.
•    Communication: Excellent verbal and written communication skills for effective stakeholder engagement.
•    Operations Knowledge: In-depth understanding of operational workflows, service delivery, and query management.
•    Project & Process Management: Skilled in streamlining operations and implementing process improvements.
•    Technical Skills: Proficiency in MS Office Suite, reporting tools, ticketing systems, and knowledge management platforms.
•    Stakeholder Management: Strong ability to collaborate with internal and external teams.
•    Adaptability: Ability to work in a fast-paced, high-volume environment while managing competing priorities.
•    Attention to Detail: Strong organizational skills with a focus on accuracy and quality.

Skills and Experience

•    Operational Process Management
•    Service Delivery & Support
•    Risk & Compliance Management
•    Technology and Systems
•    Vendor Management
•    Stakeholder and Communication Management

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.