Job Summary

•    Drives relevant targets across team, and ensuring team members Provide high quality Documentation support and ensure error free work with no operating losses, Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to within agreed service level agreements including turnaround times, productivity, and quality

Strategy

Targeted Improvements

•    Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
•    Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

Business

•    Liaise with business units, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
•    Supporting various stakeholders on regulatory and audit requests
•    Act as a Relationship Manager for the respective in country & Group Client Management
•    Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
•    Undertake ad-hoc duties and when delegated by Line Manager and Country Head of Client Management
•    Identify process improvement opportunities and work closely with management to implement the change

Processes

General 

•    Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
•    Drives relevant targets across team. Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to 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.

Key Responsibilities

•    Manages 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
•    Drives 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 plans capacity by forecasting volumes and measuring cycle times

•    Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices
•    Drives implementation of change initiatives
•    Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively
•    Resolve escalations from team, including follow-up with clients, ensuring the “once to client” rule is adhered to as much as possible
•    Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
•    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
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

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
•    Collaborate with members of the team and plan individual training to be completed over the P3 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
•    Ensure successful implementation of Hybrid working arrangement 

Risk Management

•    Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
•    Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk manager and Line Manager
•    Ensure a clear and uniform approach towards implementation of the global operating model for all CRC-CM-related processes, and adherence to DOIs
•    Report any deviation (if any) to appropriate authorities and obtain proper dispensations
•    Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework

Governance

•    Effective management of CRC teams to provide support for the business
•    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 there are appropriate frameworks in place to guarantee that CM team functions within the Group’s risk appetite and relevant risks are appropriately managed in conjunction with management, direct reports and other stakeholders.
•    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 Hub & Country Teams
•    Manage remediation’s 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.

Key stakeholders

•    Client Management (CM) representatives in Group
•    In-country Client Management
•    Credit Documentation Unit
•    Unit Operational Risk Manager 
•    Front Office (RMs, CMs, CCMs)
•    Account Opening Teams
•    Other Operation Teams
•    Lending Documentation Unit
•    Governance Team

Other Responsibilities

•    Embed Here for good and Group’s brand and values in Ops CRC CCIB team; 
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
•    Completion of all Group Mandatory e-learnings within stipulated deadlines

Skills and Experience

•    Operational Functions (Domain - Product, Process & Systems)
•    Process Management
•    Time / Resource Management
•    Operational Risk
•    Accuracy and Attention to Detail
•    Understanding Customer Needs
•    Effective Communications
•    Problem Management Process
•    Interpersonal Relationships
•    Managing Change
•    Budget Management
•    Manage People
•    Data Analysis
•    Strategy Formulation & Implementation
•    Manage Projects
•    WOW 

Qualifications

•    Education     •    Preferably commerce graduate / postgraduate or ca / icwa
•    Training     •    90 – 120 months of relevant work experience in the following areas:
•    Advanced product & process knowledge (knowledge in terms of customers, products and transactions)
•    Advanced risk awareness
•    Banking operations experience (credit risk, documentation, client service, cdd, payments, trade, markets or other) and service-oriented attitude.
•    Advanced communication ability / experience managing individuals or teams
•    Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management
•    Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
•    Ability to understand and derive insights & improvement opportunities from mis and performance data
•    Strong drive to deliver
•    Ability to positively engage and build rapport with clients
•    Has a clear understanding of the client needs being serviced; able to articulate and align team to them
•    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.