Job Summary

Process and Risk Management
•    Handle and process transactions as outlined in Global Lending DOI, country specific DOI addendum, Delegation of authority provided to individual staff and Delegation of authority for business partners. Any non documented or irregular process needs to be brought to the attention of GLS staff in the hierarchy of Senior Manager or above.
•    Supporting resolution of audit issues and CST exceptions within agreed time lines
•    Ensure nil CST exceptions identified for the transactions processed.
•    Identify and escalate processes not in line with DOI
•    Adherence to GLS escalation matrix and ensure operational discipline on adhering to policies and procedures
•    Ensure no repeat audit findings
•    Timely submission of MIS data requests and CST samples data requested - Respond to Responsible person (RP) team within 2 working days from the date of receipt of queries/ clarifications. 
•    Timely and accurate update of leaves taken including Sick / compensatory offs in People Soft.
•    Ensure adherence to 6S discipline
•    Ensure to get cross trained and be a fungible resource
•    Participate on testing and requirement discussions for the initiatives under Lending Transformation program.
•    Ensure Nil risk issues and events
•    Ensure to get trained and handle financial control process along with BAU

Measurement Targets
•    External errors to be in line with Country SLA - 99.75%
•    Internal errors should not exceed 10 per quarter 
•    Nil operational loss / near miss and potential loss events.
•    Adherence to Clean desk policy at all times

•    E-Sentinel checks assigned should be completed on daily basis or exception to be recorded with appropriate comments. 
•    Investigate, resolve and reply to CORE exception reports within 3 days from the date of receipt of reports by the unit.

Partners and Clients
•    Deliver and sustain Loan Drawdown / Increased roll over turn -around time for client authentication checks as 90 minutes and tracking of referrals/ rejects for markets handled. 
•    Ensure queries / mails are responded within specified time frame
•    Provide support to data quality assurance in Transaction processing systems like ACBS or EBBS.

Measurement Targets
•    BAU Mails to be responded within 1 hr from the time of receipt. Queries to be responded within 3 hrs from the time of receipt. Holding responses to be sent in case of anticipated delays on account of investigation required.

Commerciality
•    Ensure that all activities that we support and handle are updated in PS tool under specific categories.  If any transaction processing continues to be captured as Ad-hoc volume in PS tool for more than 2 weeks,  escalate to the Head of Global Lending Services in the GBS location to ensure a new activity line is created in PS tool and recharged to the respective country

Footprint Optimisation
•    Provide support in ensuring we are cross trained to handle BCP volumes across Chennai and Bangalore.
•    In times of volume surge in Bangalore/ Chennai or Tianjin, ability to shoulder responsibility with other location and handle transactions without client / financial impact.
•    Ensure all user ID across system are not left to dormant status when a BCP situation does not arise.  Log into the systems at least once in a week to ensure access levels are checked and system access is live.

Technology
•    Ensure that all system related issues have a problem ticket attached to that.
•    Ensure all open technology issues are under follow up.

Data/ MI and Reporting
•    Ensure timely update of transactions processed  in PS tool for accurate productivity capture and capacity management
•    Adherence to minimum output index of 100% and efficiency of 90%

Operational Excellence
•    Assist the unit in achieving seat utilisation target of 1.25 by effective utilization of seats by ensuring adherence to shift timings
•    To handle transactions of multiple markets to align with Hyper specialization model and leverage on cross utilisation plans
•    Contribute towards building efficiencies by eliminating manual workarounds in processing and increasing automation.
•    Efficient time management by smart work- Suggest ideas for process improvement to Ideation  

Measuring Targets
•    Hyper specialization – to handle minimum of 3 markets with one major market (HK, SG, IN, UK,  UAE/ DIFC)
•    Provide at least 3 ideas for process improvement every 6 months

People
•    Perform active back up roles and be a team player.
•    To be part of training and assessments conducted by Training Team for GLS- minimum 3 days of training should be completed on training areas other than technical / domain training.
•    Hand hold new joiners and provide support to new joiners and treat them fairly
•    Completion of e-learning modules as mandated by the trainer/line manager.

Culture and Communications
•    Treat your fellow colleagues, and all bank staff/ client with respect.
•    Support the unit in maintaining disciplined work culture and highlight issues relating to breach of code of conduct of the organisation to the Head of Department or to higher authorities using the bank’s approved channels
•    Support the community by participating / leading CSR activities and clock minimum 3 days of volunteering in a year.

Key Responsibilities

Strategy
•    Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role 

Business
•    Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates 

Processes
•    Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process. 

People & Talent
•    Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm 

Risk Management
•    Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures. All responsibilities under the Risk Management Framework – both execution and supervisory – should be referenced, for example, Act as the [Process] risk control owner under the Group’s Risk Management Framework (including relevant Operational Risk Framework ownership for [Liquidity] risk 

Governance
•    Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role. 

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.

Key Stakeholders
•    Client Managers
•    RM
•    ARM

Skills and Experience

•    Spot Opportunities 
•    Communication
•    Collaborate
•    Deliver Sustainably
•    Achieve Results
•    Solve Problems

Qualifications

For Grade C: 1 to 3 years of relevant work experience in the following areas:

•    Good knowledge Lending Product and process
•    Good attention to detail with high levels of accuracy;
•    Ability to work independently with minimal supervision and able to handle variety of fast changing situations in terms of work pressure and clients’ requirements;
•    Strong communication, client servicing and problem solving skills;
•    Excellent inter-personal and communication skills and the ability to adapt these to work with both external and internal clients;
•    The ability to adhere to established procedures but also to think proactively and to communicate suggested procedural changes
•    Flexibility to work in shifts and weekends

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.