Job Summary

Ensuring high quality customer service, ensuring internal and external compliance on NR operations, across NR channels- NR HUB, SKY and Acquisition involving process improvements and re-engineering. Providing complete support across all NR channels and Branches on NR processes, CDD aspects, client onboarding and the regular BAU client servicing.

Key Responsibilities

Strategy

•    Ensure high level accuracy on transaction processing within standard turnaround time to ensure client satisfaction.
•    Ensure adherence to laid down processes, facilitate first time resolution, minimise rejections and client escalations.
•    Lead and support implementation of process improvement and simplification initiatives for the NR Business Unit. 
•    Ensuring internal and external compliance on NR operations, handling NR client escalations and leading the service agenda across NR channels involving process improvements and re-engineering
Business
•    NR Business

Processes
•    NR Service and Processes

Risk Management

•    Ensure compliance with internal and external guidelines and ensure minimal audit findings.
•    Find ways to improve operations efficiencies and cost save measures 
•    Ensure high level accuracy on transaction processing within standard turnaround time to ensure client satisfaction.
•    Ensure adherence to laid down processes, facilitate first time resolution, minimise rejections and client escalations

Governance
•    Ensure compliance with internal and external guidelines and ensure minimal audit findings.
•    Find ways to improve operations efficiencies and cost save measures 
•    Ensure high level accuracy on transaction processing within standard turnaround time to ensure client satisfaction.
•    Ensure adherence to laid down processes, facilitate first time resolution, minimise rejections and client escalations
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

•    NR Segment/ Wealth Management Unit
•    Operations units
•    Control functions

Qualifications

•    EDUCATION: Must be a graduate. MBA would be an advantage
•    TRAINING: Knowledge of Bank TP and other systems such as ICM, ICDD, RTOB, CEMS
•    Certifications: Cross Border and FEMA Module
•    Languages: English 

Skills and Experience

•    Must be a graduate. MBA’s would be an advantage
•    Ability to identify, monitor and resolve issues.  
•    Strong process orientation.
•    Ability to influence outcome and manage conflict situations 
•    Knowledge of Bank TP and other systems
•    Knowledge of NR processes, policies, and related guideline mandatory.
•    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

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.