Job Summary

•    Responsible for all end to end operational processes supporting Retal Banking branches. Processes included Account Opening/Application and Account servicing for products such as unsecured and secured lending and deposit.   Ensure that these are operated in accordance with the established policies and DOI of the Bank to safeguard the Bank’s interest.

•    Drive the process and system enhancement for new initiative/product launch to ensure smooth implementation and no adverse impact to customer experience. 

•    Management proximity operations in ATM management including ATM daily operating, maintenance, and vendor management.

•    Assist Business Head to implement an effective Risk Management within branches to ensure business risks and controls are being managed appropriately at the branch level in a proactive, risk based and disciplined manner to meet external, internal and regulatory requirements.

•    Work jointly with BRM to ensure proper functioning of day-to-day controls, periodic monitoring activities, and timely identification and resolution of risk issues.

•    Promote a strong coordination with Project Management Office team to ensure branch project deliverables being rollout on time with efficiency and saving gain.

Key Responsibilities

Operational Procedures:
•Be pro-active to lead related statkholds (Product/Segament/BRM) to update branch DOI.
•Continually review, streamline and improve operational processes and identify opportunities for automation or risk avoidance. 
•Actively participate towards supporting the implementation of new and enhances branch related or ATM projects.

 Branch Management
•Support branch in capacity management, sales management, risk management to ensure branch daily activities can be operated aligned with DOI and risk framework as well as to achieve business objective.
•Implement branch optimization and transformation initiatives and deliver expected outcomes.
ATM Management
•Responsible for ATM maintenance to ensure system stability, operational effectiveness, and channel utilization.
•Manage ATM development activities, including project management, resource coordination, legal and risk compliance, conflict resolution, quality monitoring and progress tracking to implementation.

Financial
•Ensure cost efficiency and cost containment for unit under direct responsible
•Ensure appropriate dual controls in processes to prevent and protect the Bank against errors and ensuring all Suspense Accounts and Miscellaneous accounts under the care of the department are reconciled.

Legal and Compliance, Operational Risk
•Ensure adherence to the ORMAF in the identification, assessment, mitigation and control and monitoring of risk.  Ensure sufficient traction and follow through management actions to mitigate identified operational risks exposure.
•Ensure that relevant Group and Business policies are effectively embedded within business unit. Facilitate the implementation of key control standards (KCS), related key control self-assessment (KCSA), key risk indicators (KRI) and monitoring plans for compliance and operational risk management. 
•Ensure losses, risk events, policy deviations, KCSA & KRI exceptions, are recorded, reviewed and reported.  Engage appropriate stakeholders to ensure timely remedial actions and escalation of situations that pose significant risk.
•Assist BORM in the implementation of OR framework or other relevant OR initiatives.
•Monthly review Audit trail report to ensure all exceptions are reviewed and reported.

Strategy
•    Assist Head of Branch Operations in creating procedure/ policy to ease branch’s staffs in performing their tasks and to ease clients.
•    Review and revise procedures to be in line with the valid group policy, country regulation, and regulatory requirement.
•    Review and give recommendation to Head of Branch Operations regarding the newly created process flow and help to communicate to all branches regarding new or updated procedures and also to ensure that all staffs have the same understanding and perception. 

Business
•    Contribute to the achievement of branch’s satisfactory audit rating.
•    Contribute to ensure business process in line with the updated group and regulatory policy. 

Processes
•    Create process improvement to increase NPS.
•    Socialize the procedure to support standard understanding of branch operation procedures among branch staffs.
•    Ensure branch operations processes are catered in DOI/ procedure.
•    Ensure the DOI/ procedure is in line with group policy, country local policy and regulatory policy.
•    Ensure no CST findings in branch.
•    Ensure Management Action Plan being followed up and no overdue.
Audit roundup gap are being followed up accordingly and ensure Satisfactory Audit rating (e.g. Well controlled/ Acceptable).
•    PIC for Branch audit data requests.
•    As a backup checker of reconciliation cash in hand and stamp duty of 11 branches.
•    Perform annually surprise check for physical cash, security stationary inventory, and/ or pending collection items in branch.
•    Checking Manual Payment transaction by Bandung and Medan Branch during the annually surprise check. 

People & Talent 
•    Cross team collaboration and leadership skills - proactive engagement with relevant parties responsible for operational risk and compliance. 

Risk Management
•    Effectiveness of implementation of controls for compliance with regulations and Group standards, identification & monitoring of Operational Risk and compliance risk within the business unit level. 

Governance 
•    Help to ensure that all operation and risk matters are done in line with the existing policy and procedure in order to achieve satisfactory audit result.
•    Help to ensure that all branches team member fully understand the process and procedure.
•    Help to ensure strict compliance on all regulations & controls set up by The Bank as well as external regulatory authorities. 

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.
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Serve as a Director of the Board 
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association. 

Key stakeholders
Internal Contacts                    
•    All branch operation and service staff 
•    All frontline business stakeholders

External Contacts                    
•    WRB customers 

Other Responsibilities
•    Enter all Branch areas and Access to all documents, transaction records, and employee records in branch for risk assessment purposes, event invistigtion or people management. 

•    Recommend and implement actions and solutions to increase branch optimization and client satification, to uplift referral performance, or to mitigate operational risks and enhance compliance at the business unit level.

•    Delegated authority as assigned

Qualifications

• Minimum 15 years’ experience in branch or operations management 
• Licenses requirements: Internal control.
• Ability to use management process effectively to manage people / portfolios with an analytical skill to resolve complex work related issues.

Skills and Experience

•    Customer Support Policies, Standards and Procedures
•    Anti-money Laundering Policies and Procedures
•    Regulatory Environment Financial Services
•    Effective 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.