Key Responsibilities
Strategy
• Living Groups values and ensure adherence to the Groups GCOC . Work on handling financial reconciliation & investigation of WRB customers wherever Standard Chartered GBS provides service
Business
• Undertake processing and decision making as per the Department Operating Instructions (as related to area of responsibility) and within the timeliness and accuracy standards specified. Functioning as Responsible Person (as per Operational Risk Management and Assurance Model), to undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls; to assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.
• To maintain all required controls and procedures as detailed in DOI
• Adhere to Operational Risks plus Legal and Compliance requirements as instructed by Manager / Sr Manager / AVP etc.
• Maintain a positive working relationship with personnel of other Units/Divisions of the Bank.
Processes
• Uphold the values of the Group and Company at all times.
• Comply with all applicable rules / regulations and Company & Group Policies.
• Contribute to efficient functioning of the Unit.
• Continuously improve in productivity to the standards prescribed for the process from time to time
• Familiarize with Group Operational Risk, Group Money Laundering Prevention and other Policy and Procedures to the extent applicable.
• Ensure team performs error free reconciliation and investigation as per procedures and DOIs / Reconciliation Policy using reports from various necessary applications.
• Effectively reducing the error rate & adherence to all controls and checks.
• Handle customer queries and correspondence (both internal and external) and maintain effective working relationships with all departments including IT / IS.
• Ensure effective follow ups and escalations, both internal and external, in resolving outstanding items and all process and system issues, strictly as per agreed SLA / matrices / DOI
• Assist Manager/Sr Manager for process mapping and automation / improvement efforts.
• Assist Managers in testing and take over activities for new processes ; Senior Managers in efforts towards achieving the same.
• Maintain and update site-specific process notes, and matrices covering authorised personnel
• for recon-related queries, escalation contacts, sending reports, mailing lists for all reports & broadcasts etc. Assist Manager / Controls team in obtaining positive confirmation of the matrices at the frequency as specified in the DOI
• Ensure adherence to all SLAs and proper updation of all logs such as time updation, system downtime, and exceptions log.
• Assist in updation and implementation of Business Continuity Planning (BCP) documents and tests.
• Undertake any activity as may be advised by Line Manager, Senior Manager or Head, GBS in line with DOI.
• Maintain Learning Development Plan (LDP) and ensure participation in training programs organized within the department, by the concerned Training Team / OL.
• Act as authorized person for GBS archives and records with M/S Crown Archival Agency.
• Follow up and maintain proper records of archived documents.
• Effective Cost Control of the Team + Unit as a whole and aim for reduction on an ongoing basis.
• Readiness for Audits – External/Internal
• Contribute to increasing productivity of the Team.
• Work to reduce System Downtime.
• Contribute to projects at Department and Group level.
• Work to reduce Overtime in the Team
• Assist updation of PRA.
• Clean desk policy & 6s. Drive 6s within the department, in the process deriving results of efficiency through saving time, energy & cost.
• To identify and report all exceptions on non compliance with standard controls
• To identify and report all weaknesses inherent in the standard controls.
• Delegation of authority as applicable will be issued depending on the Roles and responsibilities handled.
People & Talent
• Handle people issues and ensure standards on group as adhered to
Product / Domain Knowledge
• Possesses interpretive knowledge on the domain and works from the operations and technology perspective.
• Should have end to end process knowledge of settlement, cards, loans and onboarding
• Complete understanding of risk points in the product
• Able to identify the process gaps & mitigate risk around all the Retail Operattions process.
• Provides guidance and clarification to others on principles & products
• When there is a change in process advised by Country due to change in Bank policy,
• Explains how principles apply to work activity
• Should be able to interpret the Franchise guidelines, local guidelines and policies and apply to the current process,
• Obtains feedback, develops or recommends changes to policies and procedures
• Is constantly engaged with Country / Technology / various customer touchpoints and recommends changes to processes so that they could be made simple
• Handles exceptions which are complex, is able to judge to a fair degree the consequences of the exceptions.
• An awareness of linkages with other products/ process, linkages with various systems, hub resources and country resources.
• Able to relate how each one of it impacts and correlate to each other
Process Management
• Identify and eliminate process waste (excessive movement & transportation, wait time, defects, underutilized people/resources & non value added processing steps).
• Able to do an end to end process review of Retail banking process and its workflow, identify the process gaps, non value added activities etc and suggest areas of improvement.
• Assess process health through key metrics
• Should be able to make/reveiw the volume/error trend & use the same for optimising the team efficiency
• Analyses and remedies inefficiencies in processes
• Ensure updated DOI’s and end to end system / process manual on a regular basis
• Advises on multiple processes and trains staff.
• Instill in team the sense of urgency for change
• Makes decisions on area of control and can identify issues that need to be escalated
Capacity Planning
• Able to plan and assess capacity requirements, and then agree & articulate a recommended capacity plan
• Measure cycle time for all product processes & their key underlying steps.
• Uses tools to report capacity status & issues
• Identifies critical paths & dependencies clearly
• Aware of impact of prioritizing work at any given point in time
• Exercises capacity planning within immediate area, such as, peaks and troughs in work load, planning leave, seasonal factors
• Develop volume forecasts at sub-product level. Use these forecasts to optimally deploy the resources. Intra-day volume pattern should be known.
Operational risk Management
• Analyses, interprets and monitors operations risk (through reference to key risk indicators) and presents an assessment of the these in an appropriate format
• Recognizes potential issues and escalates them with recommendations
• Measures and monitors risks of the team
• Follow plan to mitigate the same and measure output
• Able to put in preventive and detective controls
• Ensure zero tolerance on adherence to reconciliation standards and report Operations risk related to business wherever applicable
Behavioural Capabilities
Precision Accuracy
• Executes tasks and assignments accurately within team and self
• Possesses ability to differentiate between quality and excellence in the real time BAU activities
• Able to provide solutions and ideas to bring down errors.
• Create an error free culture by leveraging behavioral recognition, system requirements and other pressure points
• Create a collaborative mindset towards driving quality work
Client Centric
• Instills a strong internal and external customer mindset in the team by setting service quality standards.
• Takes ownership of team goals in addition to their own
• Understands customer’s requirements, able to apply them and guide others
• Understands the relative strength of each customer segment’s priorities and requirements
• Able to generate and implement improvement ideas for error free processing and better customer service
• Able to initiate contact with customers to create a network with customers and seek feedback on service
• Is able to serve customer within boundaries of policies and procedures without compromising on mandated procedures/ change process model
Communication
• Clearly articulates and confidently expresses ideas and arguments
• Listens well and offers positive and creative solutions
• Ability to communicate in a collaborative manner without conflicts
• Be able to give open and honest communication to demonstrate ethical leadership with integrity
• Demonstrates presentation skills
Problem Resolution
• Proactively identifies problems and promotes solutions
• Addresses conflicts and errors quickly before they escalate
• Understands some basic concepts in managing problems and able to apply them in own areas of work
• Determines the significance of problem
• Collects data, distinguishing between relevant and irrelevant data related to problem
Managerial Capabilities
Stakeholder Management
• Able to put forth areas of concern and assistance required from Countries for improvement in operations
• Understands concerns and needs of the stakeholders
• Asses ones work and processes by their impact on stakeholder's concerns.
• Being able to give confidence to stakeholders that their interests are protected.
• In the event of any unforeseen incidents, proactively manage flow of information to stake holders and reassure with concrete steps that all in control
People Management
• Understands basic people management skills concept. Able to lead, motivate and develop a small team.
• Negotiates and agrees performance agreements with employees
• Regularly reviews, both formally and informally, individual and team performance
• Able to provide objective feedback to team members, and suggest how knowledge, skills, behaviour and performance may be improved.
• Provides regular performance and skill coaching as part of the feedback process.
• Facilitates collaborative problem solving and decision making with the team
• Provides clarity to team on what excellence means for their roles
• Builds strong individual engagement with team members
• Uses and manages HR systems as a management tool
• Able to promote the team's morale
Change Management
• Develops procedures for change and ensures that they are effectively documented & communicated to all
• Able to drive change and provide constructive feedback
• Demonstrates a positive attitude and commitment to change and instills in teams the sense of urgency for change
• Supports managers on the effects of change within their teams/ processes through consultation and facilitation
• Uses tools specified to facilitate change
Project Management
• Openness to new ideas and viewpoints
• Understands the need for projects/ initiatives and contributes to the progress of the project
• Has oversight of the purpose and status of the projects to ensure the overall project goals are likely to be met
Financial and Budgetary Management
• Able to understand Financial Concepts.
• Describes the internal control procedures and systems (e.g. processing company invoices)
Data Analytics
• Ability to decide based on the available information in hand to recommend decisions.
• Understanding the data points how it matches / breaches the rules.
• Analyzing transactions to bring out trends and patterns.
• Identifying the key information required from other sources
• Co-relate all the inputs, analysis and summarize the findings.
• Able to analyze the trends and patterns in the unit (Volume, capacity, performances & errors)
Strategy Formulation & Implementation
• Understands the strategies and priorities of the organization
• Able to execute given actions that will contribute towards achieving business strategies
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.
Skills and Experience
• Accounting & Reconciliation
• Advance excel
• Powerpoint & presentation skill
• Knowledge on Retail products
• Attention to detail
• Proficiency in business communication
• Accounting & Reconciliation
Competencies
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.
