Job Summary

The Senior Manager, Proximity Management is responsible for the governance, performance and continuous improvement of the Bank's self-service terminal (SST) network, including ATMs, Cash Recycler Machines (CRMs) and other proximity banking channels.

The role oversees SST operations, technology performance, vendor management, risk and control activities and regulatory compliance to ensure reliable, secure and efficient services. The incumbent works closely with internal stakeholders and service providers to maintain service availability, enhance customer experience and ensure compliance with Group standards and regulatory requirements.

Key Responsibilities

Strategy
•    Develop and implement the SST strategy to support business, customer and operational objectives. 
•    Drive service improvements, efficiency and innovation across SST channels.

Business
•    Oversee the performance and availability of the Bank's SST network. 
•    Ensure delivery of reliable, secure and efficient SST services. 
•    Drive initiatives to improve customer experience, increase usage and reduce operational risks. 
•    Collaborate with internal stakeholders and service providers to achieve business objectives.

Processes
•    Oversee end-to-end SST operations, including monitoring, incident management, cash management, reconciliation and terminal lifecycle activities. 
•    Ensure service availability, operational efficiency and timely issue resolution. 
•    Manage third-party service providers and ensure compliance with vendor management requirements. 
•    Drive process improvements, automation and operational control effectiveness. 
•    Ensure accurate reporting and compliance with Group policies and regulatory requirements.

People & Talent
•    Lead and develop the team to deliver business and operational objectives. 
•    Foster a strong culture of risk awareness, accountability and continuous improvement.

Risk Management
•    Identify, assess and manage risks associated with SST operations. 
•    Ensure effective controls are implemented and maintained. 
•    Partner with Risk, Compliance, Audit and Technology teams to address issues and strengthen controls. 
•    Support business continuity and operational resilience requirements.

Governance
•    Maintain effective governance and control frameworks for SST operations. 
•    Ensure compliance with regulatory requirements, Group policies and information security standards. 
•    Oversee vendor governance and performance management. 
•    Escalate material risks, incidents and control issues appropriately. 
•    Support audits, regulatory reviews and governance forums.

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: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment. 
•    Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

Key stakeholders
•    Consumer, Private and Business Banking (CPBB) Business and Operations stakeholders
Country Technology, Network, ATM PSS, Country Security, Property & Facility Management
Supply Chain Management, Legal, and Shariah teams
•    Group ATM & Switching Hive, PMO and ICS teams
•    External stakeholders: BNM, PayNet, and other engaged third-party service providers

Skills and Experience

•    Banking System
•    Architecture Governance and Processes
•    Problem Management Process
•    Business Process Design
•    Domain Knowledge: Banking industry
•    Customer Service Management

Qualifications

•    Degree in Computer Science or Equivalent with 10+ years or more of years of total experience.
•    Knowledge in architecture governance and processes.
•    Good analytical and communication skills to understand requirements / data ingestion framework and to articulate solutions / feedback.
•    Adaptive to the aggressive timelines in delivery.
•    Self-motivated & able to work independently.
•    Strong verbal & written communication.

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.