Job Summary

Responsible for management of WRB HK Mortgage and SME Lending. Including responsible for whole team’s control and support on BAU transactions.

Key Responsibilities

Strategy

•    Understands the strategies and priorities of the organization.
•    Able to execute given actions that will contribute towards achieving business strategies.
•    Generating action plans for strategy implementation
•    Ensure adherence with relevant laws, regulations, and internal policies.
•    Incorporate own creativity and innovation into the assignments and develop the work product further.
•    Take initiative and liberty to implement improvements in assignments, fostering innovation and enhancing outcomes.

Business

•    Participate in the setting of objectives, establishing performance goals, and monitoring overall team performance.
•    Ensure BAU cases are processed within SLA in normal situation.
•    Ensure BAU cases processed strictly follow DOI& Policy and meet compliance and audit requirement.
•    Communicate with Spoke for BAU cases.
•    Solve BAU issues once raised by team members.
•    Arrange the team resource on support CN/HK business when needed. 
•    Understands the need for projects/ initiatives and able to lead a small team in a small-scale project and contributes towards the decision-making.
•    Able to analyse the trends and patterns in the unit (Volume, capacity, performances & errors).
•    Anticipate potential challenges in the overall and day-to-day vested responsibilities and develop contingency plans accordingly.
•    Monthly or Quarterly Performance review and should have clear document against agreed KPI for the year, reflect on Score Card, Overall governance/risk/training completions.
•    List out P1/P2/M7/Non M7 incidents/Complaints/Errors tagged against respective individuals and document the same along with performance-based judgement.
•    List out initiatives, change management, standardisation and proactive measures along with performance-based judgement.
•    Clear documentation on areas which the staff is doing good and areas which needs improvement in Success Factor portal.
•    Issues (M7 and Non M7) which impacts service delivery, customer experience and transaction reconciliation should be clearly documented along with FADP issuance or Performance Improvement Plan as applicable.

Processes
•    Possesses interpretive knowledge on the domain and works from the operations and technology perspective.
•    Provides guidance and clarification to others on principles & products
•    Should ensure the process note and policy documents are in sync with the practice followed by team.
•    Obtains feedback, develops or recommends changes to policies and procedures.
•    Handles exceptions which are complex, is able to judge to a fair degree the consequences of the exceptions. 
•    Identify and eliminate process waste (excessive movement & transportation, wait time, defects, underutilized people/resources & non-value-added processing steps).
•    Ensure updated DOI’s and end to end system / process manual on a regular basis.
•    Advises on multiple processes and trains staff. 
•    Instil in team the sense of urgency for change.
•    Ability to categorize and to quantify the work plans to suit the SLA requirements.
•    Comprehensively describes approach to capacity management and reasons behind it and applies this approach across a broad range of platforms while taking ownership for their capacity management.
•    Displays flexibility in altering plans to achieve objectives or adapt to situations.

People & Talent

•    To ensure perfect planning for the day/week.  
•    To ensure leaves are well planned with NIL impact to service delivery to Clients.  
•    To ensure good relationship is maintained with peers, superiors in the team.

Risk Management

•    Ensure Staff follows the code of conduct strictly, ensure the client information is secured and protected from leaking.
•    Money Laundering Prevention
•    Responsible for any Money Laundering & Suspicious Transactions. Responsibilities also include the reporting of any suspicious transactions. 
•    Ensures that appropriate internal controls are in place and operating effectively.
•    Ensure all staff in team are adequately trained.
•    Able to perform thematic analysis to identify potential issues and implement appropriate solutions.
•    Complete understanding of risk points in the product.
•    Should have the skill set to identify the potential risk areas and put controls in the process handled.
•    Makes decisions on area of control and can identify issues that need to be escalated.
•    Analyses, interprets and monitors operations risk and suggests mitigation techniques to reduce such risk.
•    Use of internal/external audit findings to further improve service excellence.

Governance

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

•    Able to put forth areas of concern and assistance required from Countries for improvement in operations.
•    Asses one’s work and processes by their impact on stakeholder's concerns.
•    Being able to give confidence to stakeholders that their interests are protected.
•    In the event of any unforeseen incidents, proactively manage flow of information to stakeholders and reassure with concrete steps that all in control.
•    Work closely with leadership, department heads, and external stakeholders to ensure alignment with organizational goals.

Other Responsibilities
Embed Here for good and Group’s brand and values in WRB HK Mortgage and SME Lending team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

•    Take the role of DCC _N/A_ 
•    Take the role of fire marshal _N/A_   
•    Take another role of _N/A_

As the role of fire marshal: 
•    Follow all procedures of fire safety norms and Health safety norms. Assist the DCC in case of any exigency.
As the role of ADCC: 
•    Assist the DCC in case of any exigency.
As the role of DCC:
•    Constantly ensure Business Continuity Plans for units are appropriate and have been tested on periodic basis.
•    Assisting BCM to formulate recovery strategies, develop, maintain, and test BCP plan for their own functions.
•    Evidence the performance of a) Signed off Plans; b) Test Reports. 
•    To report gaps / lapse in the BCM process and report to the unit’s OR issues and to UORM respectively.
•    Act as contingency coordinator for the unit. 
•    To adhere to the agreed BCM policies and procedures. 
•    To identify and report all exceptions on non-compliance with standard controls to BCM.
•    To identify and report all weaknesses inherent in the standard controls to BCM.
•    Ensure to contact BCM immediately at the time of crisis.
 

Skills and Experience

•    Retail Banking Services
•    Operational Risk
•    Process Improvement
•    Collaboration and Communication
•    Self-study Ability
•    English
•    Problem Solving and Project Management
•    Talent Development
•    Data Analysis 

Qualifications

•    EDUCATION: BACHELOR’S DEGREE OR ABOVE
•    CERTIFICATIONS: CET-4/6
•    LANGUAGES : ADVANCED BUSINESS ENGLISH COMMUNICATION SKILLS.  

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.