Job Summary

•    This role is responsible for ensuring the efficient, accurate and compliant delivery of lending operations across the retail banking lending lifecycle. The role safeguards operational performance by overseeing loan processing, documentation, controls and service delivery activities that support lending products and customer needs.

•    The role is accountable for maintaining operational integrity, managing risk and regulatory compliance, and ensuring customer outcomes are delivered within agreed service standards. It works closely with risk, product, technology, frontline banking and compliance teams to resolve operational challenges, improve end-to-end processes and strengthen operational resilience.

•    By leveraging operational insights, performance metrics and continuous improvement practices, the role contributes to improved customer experience, reduced operational risk, enhanced productivity and sustainable business growth. The position influences the effectiveness of lending operations through process optimisation, governance oversight and data-driven decision making, while supporting the delivery of strategic and regulatory priorities.

Key Responsibilities

Lending Operations Delivery
•    Lead lending operations activities that ensure accurate, timely and efficient processing of loan applications, approvals, disbursements and servicing transactions.
•    Maintain operational controls that minimise processing errors, operational losses and customer impacts across the lending lifecycle.
•    Monitor service performance against operational and customer service standards, implementing corrective actions where required.
•    Ensure operational capacity and workflow management practices support business volumes and service commitments.

Risk, Control & Regulatory Compliance
•    Implement and maintain operational controls that support compliance with lending policies, regulatory requirements and internal standards.
•    Identify, assess and mitigate operational risks arising from lending processes, customer activities and process exceptions.
•    Strengthen fraud prevention and detection practices through effective monitoring, escalation and control frameworks.
•    Support regulatory reporting obligations by ensuring accuracy, completeness and audit readiness of operational data.

Process Optimisation & Operational Excellence
•    Analyse operational performance data to identify process inefficiencies, bottlenecks and improvement opportunities.
•    Drive workflow optimisation initiatives that improve productivity, turnaround times and customer outcomes.
•    Enhance process standardisation and control effectiveness to support scalable and sustainable operations.
•    Collaborate with technology and transformation teams to implement process improvements and operational enhancements.

Customer & Stakeholder Outcomes
•    Deliver operational support that contributes to positive customer experiences throughout the lending journey.
•    Partner with business, risk, product and service teams to resolve operational issues and improve service delivery.
•    Escalate material operational, customer or control issues to appropriate stakeholders and support timely resolution.
•    Provide operational insights and recommendations that support business decision-making and customer outcomes.

Data, Reporting & Performance Insights
•    Develop and use operational performance metrics that enable effective monitoring of service, risk and productivity outcomes.
•    Analyse lending and customer data to identify trends, emerging risks and improvement opportunities.
•    Produce management information and operational reporting that supports governance, decision making and regulatory requirements.
•    Use data-driven insights to prioritise operational improvement initiatives and support business objectives.

Motivations

•    Motivated by improving operational processes that enhance customer outcomes, service quality and operational resilience.
•    Energised by solving complex operational challenges through collaboration, analysis and practical problem-solving.
•    Thrives in environments that value accountability, continuous improvement, risk discipline and customer focus.

Skills and Experience

Must-have Skills
•    Governance, Risk, and Compliance (GRC)
•    Loan Operations
•    Retail Banking
•    Consumer Lending
•    Regulatory Compliance

Other Skills
•    Stakeholder Engagement
•    Team Leadership
•    Risk Management
•    Project Management
•    Talent Development
•    Loan Documentation
•    Resource Allocation
•    Incident Analysis

Qualifications

•    Experience operating within regulated financial services environments where risk, compliance and customer outcomes are critical.
•    Exposure to high-volume operational functions that require strong controls, service delivery management and operational governance.
•    Experience working across multiple stakeholder groups, balancing customer, business, risk and regulatory priorities.
•    Exposure to process transformation, workflow optimisation or operational excellence initiatives that improve efficiency and control effectiveness.
•    Experience using operational data and performance insights to identify trends, manage risks and drive decision-making.
•    Business English (required)

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.