Key Responsibilities

Product / Domain Knowledge 
•    Possesses interpretive knowledge on the domain and works from the operations and technology perspective.
•    To have e2e knowledge on the functionality of TP & workflow system relevant to the process handled.
•    Complete understanding of risk points in the product.
•    Should have the skill set to identify the potential risk areas and put controls in the process handled.
•    Provides guidance and clarification to others on principles & products
•    Socialization to the team on the changes in process on account of new product roll out / change in policy...etc 
•    Explains how principles apply to work activity
•    Should ensure the process note and policy documents are in sync with the practice followed by team.
•    Obtains feedback, develops or recommends changes to policies and procedures
•    Analyze / Get feedback from the team on the existing policies and any changes to the current practice should be highlighted to country / PDU team.
•    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.
•    Should possess the skill set to do a comparitive study on the process / approach handled at different countries and adapt best practice
•    Able to relate how each one of it impacts and correlate to each other.
•    Department Operating Instructions / Process note review and signoff
•    Vendor visits and reviews of their processes as required.

Process Management 
•    Identify and eliminate process waste (excessive movement & transportation, wait time, defects, underutilized people/resources & non value-added processing steps).
•    To conduct process reviews to eliminate the non-value-added processing steps. 
•    Review the process e2e and update in the share point for any further opportunity / defects in the process 
•    Assess process health through key metrics
•    To perform periodical KCSA checks to check on process adherence
•    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. 
•    Instil in team the sense of urgency for change 
•    Makes decisions on area of control and can identify issues that need to be escalated
•    Expertise in KYC/CDD processes.
Capacity Planning
•    Ability to categorize and to quantify the work plans to suit the SLA requirements
•    Review cycle times for correctness of input
•    Develop capacity model for projection of FTE requirements. 
•    Comprehensively describes approach to capacity management and reasons behind it, and applies this approach across a broad range of platforms while taking ownership for their capacity management
•    Defines and mitigates capacity risks
•    Displays flexibility in altering plans to achieve objectives or adapt to situations.
Operational risk Management
•    Analyses, interprets and monitors operations risk and suggests mitigation techniques to reduce such risk
•    Check inherent risk of product and process in the operating environment and demonstrate support for the internal program through behaviour, presentations, and discussions
•    Able to identify early warning signals and to initiate remedial action.

•    Able to anticipate and detect fraud and take preventive measures keeping the global fraud environment in mind.  
•    Establish prevention and detection internal controls with an end-to-end perspective (from transaction to customer), which address potential risks of inefficiency, ineffectiveness, fraud, abuse or mismanagement 
•    Use of internal/external audit findings to further improve service excellence
•    Promote & enable a culture of audit readiness at all times in order to ensure no failed audits
•    Instructs others in the area of operations risk assessment and monitoring 
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 behavioural recognition, system requirements and other pressure points
•    Create a collaborative mindset towards driving quality work 

Client Centric 
•    Takes ownership of team goals and organizational goals in addition to their own 
•    Good understanding of customer’s requirements and what's generally offered by other similar set-ups. 
•    Able to generate improvement ideas from indicators and drive the team to achieve same. 
•    Is able to network with customers and able to manage expectations
•    Is able to serve customer with high quality service within boundaries of policies and procedures without compromising on mandated procedures and able to convince customers on exceptions
•    Is courageous to communicate to the customer on negative trends of service and actual root causes
Communication
•    Shares critical information in a timely and effective manner
•    Possess ability to understand differences in the target audience and accordingly modifies the communication style across differing cultures.
•    Possess negotiation skills to achieve common goals.
•    Be spontaneous in communication and handle criticisms effectively
•    Displays ability to train on communication skills
Problem Resolution
•     Able to identify and highlight both obvious and underlying problems and identify/implement actions to resolve same. 
•     Able to guide team members in managing problems and apply controls to minimize recurrence
•     Able to handle conflicts through negotiation, collaboration and accommodation

•     Uses tools such as flow charts, Fish Diagram, etc to disclose meaningful patterns in data
•     Be sensitive to cultural differences so that there are no conflicts based on diversity 
•     Drives an environment for finding solutions 
•     Take courageous decision 
•     Mentors others to be solution oriented 
•     Involve stakeholders in managing issues
•      Risk Takers and push back, when warranted
Managerial Capabilities
Stakeholder Management
•    Know your stakeholders and their goals 
•    Instil in your team a customer centric approach and develop a no-tolerance approach toward sloppy    customer interactions 
•    Constantly engage stakeholders in any changes envisaged and Manage expectations and concerns
•    Able to deliver meaningful MIS on areas of vital interest to stakeholders
•    Be a central bridge between stakeholders and the team  
•    Serving on committees with members from across different functions
•    Attending professional / trade association meetings
People Management
•    Sponsors and develops (e.g. coaches, mentors) key employees to build bench strength and ensure adequate succession planning
•    Ability to ensure people engagement as evidenced by My Voice. Ability to negotiate performance ratings and have courageous conversations.
•    Ability to work with matrix reporting relationship
•    Develops short and long-term career development plans with employees
•    Builds teams using appropriate structures e.g. cross-functional, project team

Change Management
•    Able to contribute to the design of business process change and facilitate the changes required 
•     Creates clear accountability for change in measurable terms and integrates it into performance management
•    Clearly communicates and develops shared reasons for change initiatives, mobilizes commitment, introduces changes to systems and structures and actively monitors progress
•    Analyses and evaluates the success, failure and risk in the change process at a business or country level
•    Analyses and evaluates the success, failure and risk in the change process at a business or country level
•    Able to convince others of the need to change and instil in team the sense of urgency for change
Project Management
•    Understands the basic project management concepts, able to lead a medium-sized project team and able to interact with parties outside the team to pursue actions
•    Able to liaise with all stakeholders and teams working on the project in terms of following up actions and contribute when issues / concerns arise
•    Takes independent action to change the direction of events.
•    Ensures there are regular reviews, there is accountability, and that management of projects, stakeholders and suppliers are in place. 
•    Verifies and validates the project ensuring adherence to standards and alignment with the vision.
Financial and Budgetary Management
•    Applies internal financial processes/systems effectively (e.g. planning expenses and allocating funds appropriately, processing invoices, control)
•     Takes a stand on control reports and justifies deviations from budget
•     Ability to contribute ideas to influence trends which create sustainable cost advantages and 
•      scale efficiencies 

Data Analytics
•    Ability to analyse the complex information in hand and identify risks involved which could have been overlooked / camouflaged.
•     Able to analyse the trends and patterns in the unit (Volume, capacity, performances & errors)
•     Able to interpret the ratio analysis of the key elements in the units
•     Ability to read and interpret the system reports to identify any out of pattern trends in the units / system
•     Ability to provide information / suggest based on the trends & pattern analysis for system / process enhancements.
•     Ability to evaluate data using analytical and logical reasoning to examine each component of the data provided for the purpose of drawing conclusions to help decision making.
Strategy Formulation & Implementation
•     Has a good understanding of what the strategies and tactical goals of the organization are
•     Able to execute given actions that will contribute towards achieving business strategies
•     Provides ground level inputs to fit for purpose plans and upward feedback as a reality check for implementation
•     Able to drive business goals among team members as per action plan and timelines percolated down 
•      Builds informal relationships across units to ensure best implementation processes are used and to reduce duplication

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
•    Country and internal and external stake holders

Qualifications

•    Greater Than 10 Years Of Work Experience With Below Skills Sets
•    People Management Skills
•    Stake Holder Management
•    Communication Skills
•    Decision Making 

Skills and Experience

•    MS Excel / Power point
•    Analytical Skill

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.