Job Summary:

• Managing operation and services in the branch to ensure the delivery of quality service to customers.
• Ensure service delivery is delivered under efficient operation where risks are well controlled, and conduct is adhered to.

• To ensure policies and procedures are adhered to in compliance with the bank’s requirements.

Responsibilities:

• Ensure daily operation duties are carried out in expected manner per approved operating instructions.
• Resolve all customer queries and complaints timely with recommended solutions.
• Improve staff productivity / service quality (e.g. staff involvements, innovativeness and ideas, Client Experience surveys (CSS), CST findings, etc).
• Custodian of general keys control and security of branch.

Other Responsibilities:

• Continuously review and improve processes and handling within the to meet with evolving requirements.
• Coordinate with stakeholders to meet reporting deadlines and maintain compliance.
• Update and align team goals with business outcomes, foster collaboration, and create an environment of accountability, trust, and excellence.
• Empower and support team members to take charge of their career journeys and achieve their potential.
• Build an inclusive and positive work environment by focusing on open communication, well-being and team binding.
• Lead the team to be future ready, capable of meeting the evolving business and regulatory requirements, and driving changes.
• Ensure robust controls over daily activities, reduce branch operational risk.

Governance:

• Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct.

• Understanding the risk and compliance requirements of the role. Effectively identify on issues, timely escalation to senior management and provide appropriate mitigation in resolving risks and compliance matters.

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.
•    Lead the branch to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]  
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Qualifications & Skills:

Our Ideal Candidate:

• Degree in finance, Accounting, Economics, Mathematics, or a related quantitative field.
• Minimum 5 years’ experience in similar field and advantage.
• Proven experience in leading and managing high-performing teams across different areas, with progressive experience in client experience, complaints handling and managing banking systems.
• Strong analytical, problem-solving, and critical thinking skills with the ability to interpret information.
• Good communication (both written and verbal) and presentation skills
• Results-oriented with a focus on accuracy and attention to detail
• Proactive and self-motivated with the ability to work independently and as part of a team.
• Ability to thrive in a fast-paced, high pressure and dynamic environment.
• Demonstrate strong leadership skills and the ability to inspire and motivate others.

Role Specific Technical Skills:

• Effective Communications
• Team 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.