JOB SUMMARY

• The jobholder plays a role in the definition and implementation of Operations services including ensuring control standards in the country/market for new product offerings are fit for purpose and satisfy the incoming clinet. 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 as well as understanding how our clients operates and what services they require.
• 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. 
• 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 Custody Operations Management Team. 

​​​​​​​RESPONSIBILITIES

Strategy

• Contributes to the definition of best-practice global operating standards to support Banks and Broker dealers including face off to their Middle office and operating environment within the Target Operating Model (TOM) for Banks and Broker Dealers
• Defines and oversees its ongoing development in the country/market in addition to local market standards and approved client needs.
• Actively takes steps to identify and 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.
• Participate in developing the strategic operations direction and roadmap for FSS, align with Business Strategy and investment appetite. This includes assisting in defining and developing new services and product offerings as such as Fund Tokenisation, Digital Assets Custody together with our business partners
• Define and 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.

Business

• 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.
• Defines and set the standards of operations services for Banks Broker Dealers, Investors and Insurance client segments
• Represents the Financing and Securities Services (FSS) Operations function at operational forums, groups and with external clients where needed.
• 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.

Processes

• Accountable for defining and designing critical operational processes, controls and delivering a high-quality service to a diverse range of highly demanding clients. 
• Ensures an efficient and effective end to end product journey for Broker Dealer and Insurance 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. 

People & 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.
• Sets and monitors job descriptions and objectives for direct reports and provides objective feedback and rewards in line with their performance.

Governance

• Embed the Group’s values and code of conduct in countries and hubs to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes, and regulations.
• Actively participates as required in Regional and / or Group committee or working group meetings. 
• Works with regulators in an open and co-operative manner.

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.
• Achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

Key Stakeholders

• FSS  global and country management 
• Sales
• Product
• FSS COO
• Operational Risk
• Compliance
• Risk
   

Other Responsibilities

• Live and role model the SCB Valued Behaviours
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Automation & digitisation: plan and execute operational enhancements to further automate business processes while identifying.

Our Ideal Candidate

• Customer Focus
• Financial services industry
• Operational Functions
• Process Improvement
• Internal Controls
   

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.