Job Summary

•    Job holder is responsible to ensure end to end processing of assigned following activities/products in line with agreed SLA &TAT. Activities: - Inward Clearing, Outward clearing under CTS, FINOPS, Credit Card Returned/Undelivered,  transfer transactions(Including CMS cheques etc), ECS, Recon GL/Internal Suspense Accounts, Queries
•    Job holder is accountable to ensure error free processing for all financial transactions (ebbs, e-branch, PSGL, FINOPS (Credit Cards Cheque Processing) & other related applications) within self allotted authorities and after obtaining the necessary approvals along with appropriate vouchers signed off to avoid any operational loss thereafter and averse comments in audit review.
•    Job holder is responsible to ensure Zero Pendency in record/documents archival as per laid down process/timelines

Key Responsibilities

Business
•    Ensure timely resolution of customer queries and complaints.
•    Demonstrate a client-centric approach, understanding customer requirements, and guiding other team members accordingly.
•    Maintain a high level of customer service, ensuring customer satisfaction and loyalty.

Processes
•    Consistently exceed productivity, accuracy, and timeliness norms.
•    Identify and share best practices within your scope of work with the Line Manager/Unit Manager to implement standardized, simplified, and automated processes.
•    Minimize non-value-added and duplicated activities, reduce turnaround time (TAT), maximize paperless processing, and deskill activities.
•    Identify and suggest process improvements through automation, Straight Through Processing (STP), digitization, or cost reduction solutions.
•    Cross-skill self across at least two different process elements and product areas to ensure flexibility and coverage.
•    Utilize all training opportunities available to enhance skills and knowledge.
•    Maintain smooth interaction and effective TATs for all activities.
•    Ensure the updating of all registers, trackers, and Management Information Systems (MIS) on a daily basis.
•    Take ownership and look for end-to-end resolution of issues encountered.
•    Ensure sufficient process knowledge to independently perform operations and demonstrate proficiency by successfully performing these activities.

Compliance and Risk Management
•    Adhere to all regulatory and compliance requirements, ensuring all activities are conducted in accordance with bank policies and procedures.
•    Identify and escalate any potential risks or issues to the appropriate channels.
•    Participate in regular audits and compliance checks, ensuring all documentation and processes are up to date and accurate.

Team Collaboration
•    Work collaboratively with team members to achieve common goals and objectives.
•    Provide support and guidance to junior staff, fostering a positive and productive work environment.
•    Participate in team meetings and contribute to discussions on process improvements and best practices.

Reporting and Documentation
•    Prepare and maintain accurate and timely reports as required by management.
•    Document all processes and procedures, ensuring they are accessible and up to date.
•    Maintain confidentiality and security of all banking operations and customer information.

Risk Management
•    Adhere to laid out processes and procedures while completing process actions
•    Ensure no surprise culture : no failed Audit and to achieve at least satisfactory rating in all groups / external / internal audit / service quality audits.
•    Comply with Group Money Laundering Prevention Policy and CDD Policies/Procedures to the extent applicable and reporting all suspicious Transactions to the Line Manager.
•    Ensure adherence of BCSBI, Compensation Policy, Cheque Collection Policy guidelines and any other Group company policy.
•    Inculcate the practice of doing Right the First Time ( FTR) 
•    Ensure appropriate and adequate documentation is in place for process actions

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.
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    Serve as a Director of the Board 
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key stakeholders
•    Branches
•    Contact Center
•    Business Teams
•    Regulators
•    BRM

Skills and Experience

•    Expertise in MS office
•    Typing skills 
•    Time Management
•    Adaptability 
•    Problem solving 
•    Client Centricity
•    Data Analytics

Qualifications

Education    Bachelor's degree in Finance, Business Administration, or a related field

•    Proven experience in banking operations or a similar role.
•    Strong understanding of banking products, services, and processes.
•    Excellent customer service and communication skills.
•    High level of accuracy and attention to detail.
•    Ability to work under pressure and meet deadlines.
•    Proficiency in banking software and Microsoft Office Suite.
•    Strong problem-solving skills and a proactive approach to identifying and resolving issues.

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.