Job Summary
We’re looking for a talented Manager in Operations & Service Management to join our team. You will need to work collaboratively across functions in ways that maximize performance for business clients, participate in projects and business initiatives, follow through action assigned till rollout



Key Responsibilities

• Keep frontline and support teams update of changes in policies and procedures, coordinate training for them as appropriate
• Apply effective complaint management, consolidate complaints or feedback relating to business, analyse root cause, produce monthly complaint report for Business Head and Division Heads
• Socialise learning from incidents, audit finding, clients’ complaints to strengthen staff awareness and understanding of operational risks, identify best practices for risk control and service improvement
• Provide guidance and support to Client Services Management team to carry out their duties including but not limited to clients’ feedback and complaints handling, client due diligence review, CFCC instructions
• Collaborate with stakeholders for the provision of data/feedback for regulator survey, conduct gap analysis, assurance check and reply in a timely manner
• Work closely with Business Risk Management, Governance and Process teams to ensure the adopted processes and procedures for business are meeting the bank’s standard requirements
• Review Departmental Operating Instructions, ensure sufficient risk controls are in place, i.e. decision control points, process failure points, escalation triggers to ensure they are fit for the purpose
• Attend discussion and train-the-trainer sessions in respective of new procedure

Skills and Experience

• University graduate with proven experience in banking industry
• Knowledge of the changing regulatory environment in the financial services sector 
• Highly motivated and proven record of delivery within challenging time-scale
• Demonstrate ability to drive projects and implement changes
• Proven problem solving skills with the ability to consider alternative and innovative solutions    
• Good presentation, communication, negotiation and business writing skills
• Good written and verbal communication skills in English and Chinese

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.