Job Summary

As part of a rationalisation program FMIS is setting up a team to manage and support (L1 to L2) the following type of applications used by the FM business Globally.  This is a new team so the initial requirements will be to support applications, Infrastructure related projects approved by FM PM management.
The following type of applications are within the scope of this team.

•    Market Data Service (MDS) – market data applications including, but not limited to, Bloomberg, Refinitiv (London Stock Exchange Group) EIKON, FXT support 
•    Regulatory Applications (applications required for communication with the various regulators in countries operating an FM business) in various countries
•    Local Banking Applications. Applications with direct feeds into local banks.
•    Transactional systems - LSEG FXT, Workspace, Bloomberg, Trader Voice etc
•    ECN (Electronic Communication Network. It is a type of electronic trading system that facilitates the trading of financial instruments, such as stocks, currencies, commodities, and other securities.) applications for the Financial markets business. 

Key Responsibilities

•    Initial responsibility will be to define the applications in scope and on-board them, including documentation (knowledge base etc.)
•    To provide 1st & 2nd level support for all the service mentioned above.
•    Fulfil the ITIL requirements including Problem, Change and incident management.
•    Fulfil SRM (Service Request) tickets.
•    To manage and liaise with vendors pertinent to the applications mentioned above, with regard to elevated support requirements.
•    Respond to audit and risk requirements.
•    Establish and maintain DR/BCP environments where applicable.
•    IP Whitelisting & general Connectivity issues - Web Security rules (MS Defender etc).  
•    Packaging/installation
•    Debugging (log gathering etc).  Strictly limited to liaison with the vendor and acting under their instruction
•    Proxy, Firewall settings, Zscaler issues, Whitelisting of sites, Browser issues/settings
•    Involving other internal technical teams to help e.g. security, networks etc.
•    Troubleshooting issues and general investigation.
•    Management of leased lines (even though should be fully onboarded if has one)
•    Weekend testing especially if vendor makes application changes/upgrades
•    Provide management cover in the absence of manager.

Strategy
•    Should always be seeking for potential to improve the environment, especially around automation and monitoring, to ensure a pro-active and well managed environment
Business
•    Liaise with business units, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
•    Supporting various stakeholders on regulatory and audit requests
•    Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
•    Undertake ad-hoc duties and when delegated by Line Manager 
Processes
•    Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
•    Drives relevant targets across team. Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to within agreed service level agreements including turnaround times, productivity, and quality
•    Ensure work performed by team is error free with no operating losses and adheres to first time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
•    Resolve escalations from team, including follow-up with Vendors, Clients 
•    Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
•    Ensure, lead and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
•    Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

People & Talent
•    Collaborate with members of the team and plan individual training to be completed over the P3 cycle, to achieve required competencies
•    Enable team to function optimally, providing guidance and coaching to members. Drive and encourage cross-training and mentorship, facilitating interchange of best practices amongst team members and across teams
Risk Management
•    Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
•    Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk manager and Line Manager
•    Ensure a clear and uniform approach towards implementation of the global operating model for all CRC-CM-related processes, and adherence to DOIs
•    Report any deviation (if any) to appropriate authorities and obtain proper dispensations
•    Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework
Governance
•    Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
•    Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management
•    Ensure there are appropriate frameworks in place to guarantee that CM team functions within the Group’s risk appetite and relevant risks are appropriately managed in conjunction with management, direct reports and other stakeholders.
•    Ensure, lead and monitor both strict adherence to regulatory requirements, and also efficient preparation for Audit reviews

•    Maintain oversight on quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between Hub & Country Teams
•    Manage remediation’s as required to ensure gaps in capability, process or data/docs are brought up to a best-in-class standard over time
•    Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence
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
•    Financial Markets business (Head of FM, COO and business head), 
•    FMIS, PSS, Technology Service Managers, in-country tech teams, CIO’s
•    Infrastructure/Tech Operations Domain Managers
•    IT Security team
•    Regulatory Tech Support / Broker Tech Support team
Other Responsibilities
•    Would expect candidate to lead vendors and manage vendors.
•    Would expect candidate to successfully challenge vendors on things like (but not exclusive to) costs, processes, technical infrastructure, networks, etc.
•    Would expect candidate to challenge internal processes to drive efficiency, do the right thing, never settle.
•    Lead colleagues where appropriate. (should be capable of covering for the team Lead / Manager when they are absent)
•    Challenge upwards and sideways where appropriate.
•    Drive effective change.
•    Demonstrate effective communication to a multitude of stakeholders.
•    Manage commercials if required.

Skills and Experience

•    Financial Markets business Trading Room Support
•    Electronic application support
•    Regulatory, Brokers Trading Applications
•    Standard desktop applications (MS Office etc)
•    Network (including firewalls and perimeter defence tools such as zScaler)
•    Internet protocols 

Qualifications

•    Minimum 10+ Yrs knowledge experience in managing IT support, operations, and project implementations in a wholesale bank environment including trading room. 
•    Knowledge of wholesale bank services that includes FX, MM, FI, Commodity, Equity Derivatives products, Regulatory & Broker Trading applications
•    Understanding of the end-to-end IT infrastructure that supports the wholesale bank services, including mainframe, mid-ranges, client-server, networking, telecommunications. 
•    Strong knowledge of e-business trading tools
•    Strong PC / Server applications skills
•    Strong knowledge of market information systems and services
•    Strong knowledge of client server technologies
•    Strong understanding of networking
•    Knowledge of technologies and industry trends in relation to business requirements, and the direction of the Group.
•    Clear understanding of IT security policies.

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.