Job Summary

•    To assist the manager in ensuring consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes/ judgment.

•    Assisting the manager in leading the Team to achieve quality service by meeting the prescribed objectives and goals. Assist the Manager in overseeing the daily operations and contribute towards meeting the team’s objectives.

•    Manage staff individual performance, against set objectives and providing the appropriate support, motivation and guidance to staff to achieve these objectives. Contribute to the development of associates by guiding, coaching, motivating, supporting and assisting selected number of associates.

•    Primarily process within the TAT agreed with CPC in the SLA and also other functions as requested by the Manager/ Head of Department.

•    Ensure that the set productivity targets (efficiency, accuracy, etc.), defect management and processing turnaround standards are achieved (within own area of responsibility).

•    Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company/ Group.  

•    Perform Call Back role as assigned by the Management and follow all required guidelines and processes without any deviation.

•    Establish and maintain close working relationship with appropriate persons in the Spoke countries, Group offices and within the Company itself to facilitate an open and direct communication of issues, needs, queries, etc. such that these may be responded to in an efficient, prompt and professional manner. 

•    Be guided accordingly and aware of the roles and responsibilities for anti-money laundering prevention and sanctions related checking (i.e. Understanding the policy, reporting procedure and escalation procedure)

•    Ensure due care and diligence is exercised on day to day operational matters relating to anti-money laundering and Sanctions related checking, by acquiring relevant knowledge and training and provide support to superiors and subordinates.

Key Responsibilities

Strategy

•    To handle client queries with care and as per the prescribed policy, procedures and standards in place.
•    To continuously build and manage training modules/schedules for training of new joiners and refresher trainings for existing staff on technical knowledge and client centricity.
•    To maintain all agreed quality standards to ensure that customer's needs are met all the time & that continued efforts are made to exceed their expectations

Business

•    To ensure the team/Unit maintains the cost budget as set up from time to time.
•    Processing and Decision making as per the Department.
•    Services as applicable are completed and submitted within the stipulated time. 
To ensure that administrative control procedures are followed by staff under supervision and escalate as per procedure. 
•    Assist department in carrying out any special tasks or projects that may be required from time to time 
as assigned by unit head.

Processes
•    Operating Instructions and within the timeliness and accuracy standards specified. 
•    To ensure all MIS and reports pertaining to Corporate 
•    To verify & authorize responses to external clients as applicable. 
•    To monitor open enquiries/complaints and ensure timely resolution of the same 
•    Continuous improvement in productivity and Accuracy to the standards prescribed for the processes from time to time.
•    To Train the team members and the new staff joining the team. 
•    Always Upholding the values of the Group and Company. 
•    Compliance with all applicable rules/regulations of company and Group Policies. 
•    Comply with Group Money Laundering Prevention / Sanctions Policies and Procedures to the extent applicable and reporting all suspicious transactions to the Line Manager.
•    To comply with SLA and monitor all activities in line with SLA.
•    To take necessary tests and training as per Group and Company Requirements.
•    To ensure that administrative control procedures are followed by staff under supervision and escalate as per procedure. 
•    To manage the team resources to optimize effectiveness and performance levels, recommending training and development. 
•    Carryout ad-hoc responsibilities set by the Unit Head from time to time. 
•    To work on improvement of productivity and standardize the process from time to time to meet the necessary regulation/procedures/guidelines prescribed by Company/Group from time to time.
•    To handle monitor and review user creation/update/deletion and reconcile the user list as per the group standards. 
•    Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head.
•    Ensure no cases fall out of SLA. 
•    Generate all MIS reports required for the team. 
•    Analyzing and reporting internal/external errors. 
•    Raising CAR and escalating the issue as per latest Escalation matrix.

People & Talent 
 
•    To manage the team resources to optimize effectiveness and performance levels, recommending training and development plans.
•    Shoulder people management responsibilities covering hiring, training, objective setting, performance management, retention, succession planning, rewards & compensation recommendations, capability review and developmental plans, job rotation and career aspirations.
•    Upholding the values and code of conduct of the Group and Company always. To ensure adherence to Group Code of Conduct by demonstrating role model leadership.
•    Ensure a strong training infrastructure aimed at robust training and cross training of teams including new comers and existing staff. Ensure the provision of ongoing training and development, ensure that direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
•    Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
•    Ensure direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
•    Employ, engage and retain high quality people.
•    Provide feedback and rewards in line with their performance against those responsibilities and objectives.
•    To drive talent retention through employee engagement and growth.
•    Ensure all new staff completes the standard induction programme and mandatory e-learning.
•    Employ, engage and retain high quality people and Succession Planning . 

Risk Management
•    To work on improvement of productivity and standardize the process from time to time to meet the necessary regulation/procedures/guidelines prescribed by Company/Group from time to time. 
•    To handle monitor and review user creation/update/deletion and reconcile the user list as per the group standards. 
•    Assist department in carrying out any special tasks or projects that may be required from time to time as assigned by unit head.
•    To perform Disaster recovery test and BCP test from time to time. 
•    To execute Business Continuity Plan and Disaster Recovery Plan.
•    To report unit’s OR issues and losses to UORM

Governance 
•    Have close working association with all stakeholders in ensuring delivery of common goals.
•    To ensure that administrative control procedures are followed by staff under supervision and highlight issues on a timely manner to senior management, with regular updates on actions taken.
•    Exercise authorities delegated by the Management.
•    To ensure timely reporting of Operational Risks and implementation of control measures to mitigate.
•    Provide oversight across GBS, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
•    Embed the Group’s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees’ form part of the culture

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 [country / business unit / function/XXX [team] 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.
•    [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].
•    [Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]
•    Serve as a Director of the Board of [N/A]
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) N/A. 

Key stakeholders

Country Client Services Group …..CSMs/PSMs
TB/RM Team.

Other Responsibilities

•    Ensure that control and security policies / procedures governing all processes in the department are in place, implemented and reviewed (as and when necessary) and to ensure that these policies / procedures not only continue to be relevant and effective in mitigating risk, but also supports the need for high operational efficiency and excellent customer service

•    Ensure that all staff of the department continues to be equipped and developed with the necessary knowledge, skills and tools to achieve the required level of competency to facilitate them to perform their roles and responsibilities effectively, efficiently and accurately.

•    Facilitate the building of a performance-driven organization by setting SMART objectives, constantly reviewing the dept’s and individual performance against these objectives and providing the appropriate support, motivation and guidance to staff to achieve these objectives.

•    Responsible for succession planning for key positions, managing the attrition of employees and ensuring that a plan is developed and executed for high potential individuals in the department.

•    Contribute towards the future strategic direction and process innovation of Payment by keeping abreast of changes in customer needs, technology and business environment and taking pro-active steps to embrace and capitalize on these changes.

•    Any ad-hoc roles changes will require Head of Department or Manager’s approval before assuming new role temporarily or permanently in line with segregation of duties.

Key Measurables

•    Achieves the processing turnaround standards as stipulated in the Service Level Agreement between the dept. and various Spoke countries.

•    Meeting productivity standards in terms of processing efficiency and accuracy of output.

•    Support the roll-out of appropriate quality management systems and achieving the quality objectives and standards set.

•    Coaching team members to achieve the desired level of productivity and competency. To ensure team members adhere closely to their Learning & Development plans, in achieving a fully competent, engaged and results driven team.

•    Contributing ideas for improvement on processes, procedures, end-to-end processing, etc. to team management

•    Manage operational risk appropriately to avoid any operational and/or reputational losses to the Company / Group

Qualifications

•    Academic or Professional Education/Qualifications; University educated.
•    Licenses and Certifications/accreditations; nonadditional
•    Professional Memberships; relevant memberships to be agreed.
•    Bank training; nonadditional 
•    Languages; English

Skills and Experience

•    Service Delivery and Operations
•    Business Facilitation
•    Management of Frontline Risk
•    Business Governance and Support
•    Strategy and Business Model
•    Manage Change
•    Manage Conduct and Risk 

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.