Job Summary

The role is responsible for delivery and managing banking operations aspects spanning across country operations and oversight of outsourced processing at Global Business Services/Hubs. This includes translating business strategy into operational execution through close partnership with Products, sales, Client Experience, Technology, Client Care Centre and Branches; leading process/ platform migrations, digitisation and change initiatives from design through testing and rollout; and ensuring timely incident response and service recovery. The role maintains strong governance over third-party/outsourced operations through SLAs and performance reviews, and owns operational risk, controls representing Operations in relevant risk and business forums, ensuring compliance with applicable regulatory and outsourcing requirements, and continuously improving client experience. Role is focussed on driving client outcomes with optimal process design and process improvements. Stay current on relevant MAS/regulatory expectations and ensure operational processes and controls remain compliant and audit ready.

Key Responsibilities

Strategy and Business

• Critical interface with WRB business, product teams, client Experience, Country Technology Client Care Centre and Branches to translate business objectives / strategies to Operations delivery.

 Processes

• Responsible for orchestrating operational delivery and lead process design, execution, platform migrations, Digitisation of its processes ( bank led or industry led) to deliver on outlined operational KPI’s and client outcomes
• Execute operations priorities including decision making and approvals as authorized per in country delegations. 
• Timely interventions during operational or technology incidents to provide leadership steer to assess client and other impact (financial / regulatory) and align on Service recovery strategies and its execution.  

People and Talent

• Work with Banking Operations teams in driving people and talent agenda in line with priorities and Operating Model

Risk Management

• Responsible for managing and mitigating operational risks for processes in operations covering in country and hubbed processes. Responsible for timely completion of agreed actions arising out of risk reviews/ GIA etc. Represent Operations in relevant country risk forums and to work with BRM team for proactive risk management

Governance

• Responsible for managing relevant process SLA’s with Global processing Hub and through ongoing / regular reviews of SLA performance. 

Regulatory and 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

•  Product, business teams in WRB Singapore
• Banking operations and WRB COO teams.
• Digital Banking, Client Experience and Process design teams
• Functions Risk, CCC, Segments
• Business Risk Management, Risk & policy 
• Global Processing Hub (India, Malaysia) 
• BRM, CFCC and risk management

Our Ideal Candidate

• 10+ years’ experience in banking or financial services.
• Proven experience managing operations with understanding of retail banking products and services
• Demonstrated ability to drive operational delivery through effective governance on execution teams.
• Experience managing outsourced operations, including structured and regular monitoring of service levels against departmental priorities, with familiarity in third-party management requirements.
• Experience leading projects, change initiatives with ability to engage across stakeholders; team management experience would be an advantage.
• Strong commitment to delivering positive client outcomes and continuously improving the client experience.
• Excellent communication skills, supported by proven stakeholder management capabilities.
• Ability to manage multiple priorities, adapt quickly and learn effectively in a fast-paced, dynamic environment.

Role Specific Technical Competencies

• Retail Banking operations

• Outsource Management
• Service Management
• Risk Management
• Project / Change Management

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers