Job Summary

The jobholder leads a dynamic, multi-product (FSS – Financial Securities Services Operations) team responsible for managing critical operational processes, controls and delivering a high-quality service to a diverse range of highly demanding clients. They are accountable for end-to-end delivery of Financial Markets Securities Operations for a particular country/market ensuring that we are aligned F2B where certain activities are managed in our hubs, we mitigate any operational, regulatory or client risks and enable the FSS businesses. 

The jobholder plays a role in the definition and implementation of transformation initiatives, service, and control standards in the country/market. The jobholder pulls out country and specific themes that need to be addressed across the region and/or globally. Whilst simultaneously ensuring best practice and Group standards are adhered to in the region. This requires a high degree of understanding of the differences and nuances between the inputs from markets and the resultant impact on the global operating model. 

The role requires extensive collaboration with regional and country functions such as our hub operational teams (where relevant), Front Office, Middle Offices, Sales, Client Management, Legal, Compliance, Risk and Product Management. To drive change in the local country teams when it comes to identifying opportunities for transformational projects but also in the managing of the day-to-day processes and controls and ensuring regional priorities are being worked on as part of our global agendas. 

The job holder carries out the end-to-end operational responsibilities in the country/market and works closely with the other FSS Operations Asia country heads, central hubbed teams, country business head, COO, regional and group risk heads. To ensure that the operational units perform optimally and can articulate a forward-looking view of business growth, emerging local trends, and regulations to develop a platform consistent with the Bank’s and business’ strategic ambition.

This role has supervisory responsibilities and the Bank’s supervisory principles must be followed. The jobholder monitors the performance of operations through key metrics such as – volumes, productivity, accuracy, service levels, losses/lapses, issues, risk registers and cost budgets. Collectively responsible and accountable for the setting and governance of infrastructure processes and frameworks for robust compliance and controls. There is a focus on people management and client engagement required.

The jobholder is a member of the FSS Operations Asia Management Team. 

Key Responsibilities

Strategy
•    Contributes to the definition of best-practice global operating standards and operating environment within the Target Operating Model (TOM).
•    Implements TOM and oversees its ongoing development in the country/market in addition to local market standards and approved client needs.
•    Ensures compliance with all Group and Country policies, Code of Conduct, statutory regulations, and laws.
•    Strong advocate of service consistency within and across regions.  Actively takes steps to eliminate / minimise use of non-standard solutions.
•    Identifies strategic service delivery issues relating to technology, process, human resource, and service quality and implements appropriate solutions.
•    Ensures the operations teams are optimised and that resources are effectively managed to rapidly fill any service gaps identified.
•    Participate in developing the strategic operations direction and roadmap for FSS, align with Business Strategy and investment appetite. 
•    Support Architecture changes in formulation of Best Practice and apply agreed methodologies in FSS and CIB.
•    Deliver a robust control environment which mitigates the risk of loss and safeguards the Banks assets.
•    Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions and is perceived as an enabler by the business to generate and retain client flows.
•    Alignment of activities to support the FSS Operations utilities model for greater standardisation, process efficiency and cost reduction.

Processes
•    Accountable for managing critical operational processes, controls and delivering a high-quality service to a diverse range of highly demanding clients. 
•    Accountable for end-to-end delivery of Financial Securities Services Operations for a particular country/market ensuring that we mitigate any operational, regulatory or client risks and enable the FSS businesses. 
•    Ensures an efficient and effective end to end product journey for local and international clients across both the onshore and central teams.
•    Ensures Change Management processes are adhered to in country operations.
•    Ensures that key business practices and service delivery processes are conducted in compliance with Group and country regulatory guidelines.
•    Identifies operational risks and enhances control mechanisms, both for in-country processes and services hubbed offshore.
•    Update regional management in a timely manner on notable operational developments and issues and drives the resolution of thematic client issues and process issues.
•    Role models a strong, collaborative business relationship between the FSS onshore and the hubbed centres that make up the end-to-end journey.
•    Supports “One Bank” through strong connectivity with support and sales functions and related businesses such as Cash and Transaction Banking. 

Skills and Experience

Business
•    Oversees effective management of country budgets.  
•    Deliver Business Efficiency targets.
•    Monitors client service standards to ensure high-quality operational and client support services are provided.
•    Acts as escalation point for country level operational issues – identifies remedial solutions and oversees timely, efficient implementation when required.
•    Works closely with all members of the end-to-end journeys to ensure operational platforms support client service level agreements and internal benchmarks as well as identifying opportunities for automation
•    Proactively works with their country teams and regional peers to ensure development of pool of knowledgeable, mobile operations staff.
•    Champions the identification and implementation of operational best practice across markets within region and with other regions.
•    Ensures compliance with all relevant local and global regulatory requirements and industry best practice.
•    Drives continuous improvement culture to maximise cost and processing efficiency.
•    Represents the FSS Operations function at operational forums, groups and conferences where needed.
Clients
•    Partner with the FSS business leads to ensure that the key services are being performed to the standard required. Alignment to FSS growth targets and creating an agenda which mirrors the aims of the Product & Solutions and Delivery team.
•    Attend Client visits where appropriate to ensure client proposition is understood, constructive feedback attained and resulting actions take to improve or provide positive feedback to staff.
People and Talent 
•    Develops and embeds a high-performance culture; develops talent to ensure a high-quality succession pipeline; drives improvement in people engagement; and ensures the team is resourced and trained sufficiently.
•    Leads through example and builds the appropriate culture and values.  Sets appropriate tone and expectations from the Operations team and works in collaboration with risk and control partners.
•    Ensures that holders of all critical functions are suitably skilled and qualified for their roles, with effective supervision in place to mitigate any risks.
•    Periodically reviews team structure and supports opportunities staff development both within the country and into other markets. 
•    Sets and monitors job descriptions and objectives for direct reports and provides objective feedback and rewards in line with their performance.

Qualifications

Market Knowledge: – awareness and understanding of the wider business, economic and market environment in which the firm operates.
Business Strategy and Model: – awareness and understanding of the firm’s business strategy and model appropriate to the role.
Risk Management and Control: – the ability to identify, assess, monitor, control and mitigate risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them.
Financial Analysis and Control: – the ability to interpret the firm’s financial information, identify key issues based on this information and put in place appropriate controls and measures.
Governance, Oversight and Controls: – the ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.

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.