Job Summary

•    To maintain high quality Client Static Data in SCI and TP system.
•    To manage the relationship between other HUBs as well as business stakeholders. 
•    To manage the resources allocated to the unit in an efficient manner. 
•    To motivate and get the best out of staff under candidate ensuring maximum productivity of the team.
•    Compliance with all relevant Group Policies related to GBO as applicable.
•    Compliance with the Group Money Laundering Prevention Policy
•    Compliance with Group Operational Risk procedures 
•    Any other Documentation Activity assigned by Line Manager.
•    Motivate the team by appreciating any good work done by the team members instantaneously and by nominating for GEM Awards if really deserved and maximize Productivity of the team. 
•    Ensure staff performance is monitored on a continuous basis and feedback provided at regular intervals.
•    Ensure that Knowledge on Systems and Procedures is updated by keeping track of periodical circulars and other instructions issued. 
•    Ensure timely escalation to Line Management of any exception noticed related to work and environment.  
•    To ensure error free work with no operating losses
•    To provide Guidance to team member(s) on operational issues.
•    To function as a Single Point escalation for the country supported CLMOps related activities.
•    To undertake periodic self-assessment on key controls to assess functioning of existing controls.
•    Drive performance of the hubs against agreed performance and risk metrics and associated thresholds
•    Ensure that there is no Operational Loss in Candidates area of control.

Key Responsibilities

•    Ensure that SLA’s are periodically reviewed with country and other operational units.
•    Upholding the Values of the Group and Company at all times 
•    Ensure proper training is given to team members whenever required. 
•    Ensure backup staff is identified and trained.
•    Participate & encourage participation in departmental quizzes, and Group / Company-wide CSR Initiatives. 
•    Ensure strict compliance to Group Code of Conduct at all times. 
•    Ensure proper maintenance of workstations and the work environment. 
•    Ensure adherence of clean desk policy. 
•    Ensure timely completion of all E learning courses.

•    Deliver quality support, risk management, efficiency, and effectiveness as per agreed standards & metrics.
•    Drive relevant targets across team. Ensure that the team works collaboratively with internal stakeholders to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality.
•    Ensure work performed by team is error free with no operating losses and adheres to first time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
•    Manage document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner.
•    Drive robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plan team capacity by forecasting volumes based on historical data and where possible inputs from country Client Management team and measuring cycle times.
•    Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices between the hubs.
•    Drive implementation of change initiatives
•    Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively.
•    Resolve escalations from team.
•    Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution within and as per the guidance of the documented process.
•    Ensure, lead, and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews.

•    Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk, or control functions as appropriate.
•    Lodge such self-identified risk issues in M7 after consultation with the Senior Management.
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
•    Ensure roles & responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between country and GBS and where required as separate R&R document between units within GBSs.
•    Develop self and team to quickly adapt to the varying requirements of the Management.

Client Management
•    Demonstrate strong knowledge of client needs while executing the CLM Ops processes.
•    Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and act as a gate keeper to ensure that Client are on-boarded in transaction processing applications only as per the policies.
•    Ensure that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis.
•    Ensure all staff are adequately trained on procedures relating to CLM Ops processes and where required to relevant policies.
•    Ensure only trained staff are provided the right accesses to right applications for Client on-boarding or static data maintenance or for off-boarding the client.
•    Engage and coordinate with internal stakeholders, for e.g. GPOS, Production Support Team, OR Teams, Product owners etc. with reference to exceptional handing of any of the processes.
•    Ensure document deficiencies are minimised and are rectified in a timely manner to ensure nil impact to clients.
•    Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

People & Talent
•    Ensure staff are adequately trained to support both existing and any new requirements.
•    Provide/ secure / enable access to relevant role-specific and general training to the team.
•    Manage talent and hiring, ensuring high performance team and bench strength. Own the development of the individuals within the team, using performance management and staff development to provide a deep pool of talent and opportunities for individual growth.
•    Conduct regular 1-1s to review individual KPIs and provide feedback on an ongoing basis.
•    Collaborate with members of the team and plan individual training to be completed over the Year end Review cycle, to achieve required competencies.
•    Enable team to function optimally, providing guidance and coaching to members. Drive and encourage cross-training and mentorship, facilitating interchange of best practices amongst team members and across teams.
•    Manage and control overall attrition at acceptable level. Attrition of top performers to be managed.  Minimize key man risks within team.
•    Develop succession plan for self and for all critical resources in the team.
•    Recruit right candidates for a defined role with out any bias based on the requirement for the role.
•    Develop talents to quickly adapt to the changing requirements by providing clarity and direction on the changing requirements.

Risk Management
•    Demonstrate high level of preparedness by self and team for any Audit and ensure NIL audit failures/ NIL adverse audits grading in reviews. 
•    Understand the risk and control environment in their area of responsibility and highlight any short fall in controls or highlight unwanted controls.
•    Ensure that Risk Management matters that are brought to the job holder’s attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees
•    Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework and across team.
•    Support the framework for effective management of operational risks across the operations unit.

Governance
•    Effective management of CLM Operations teams to provide support for CLMOT, Country Client Management team, Transaction Processing Teams and to other key consumers of Client Static Data.
•    Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions. Ensure NIL observations in Control Assurance (CA) review.
•    Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly, and annual review discussions to be completed by stipulated timelines.
•    Ensure that appropriate internal resources, systems, procedures, and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management.
•    Ensure, lead and monitor both strict adherence to regulatory requirements, and also efficient preparation for Audit reviews
•    Fulfil supervisory responsibilities in line with supervisory principles.
•    Maintain oversight on quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between country Client Management and CLM Operations GBS.
•    Manage remediations as required to ensure gaps in capability, process or data/docs are brought up to a best-in-class standard over time.
•    Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence.

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.
•    Lead the OCM CoE Team to achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment 

Key stakeholders
•    CM Team

Other Responsibilities
•    Embed Here for good and Group’s brand and values in Client Delivery Operations, perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Skills and Experience

Excel

Qualifications

Education      Degree Holder
Languages     English

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.