Job Summary

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 
•    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

•    Possesses interpretive knowledge on the domain and works from the operations and technology perspective. 
•    To have e2e knowledge on the functionality of Dispute & workflow system relevant to the process handled. 
•    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. 
•    Provides guidance and clarification to others on principles & products 
•    Socialization to the team on the changes in process on account of new product roll out / change in policy...etc 
•    Explains how principles apply to work activity 
•    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 
•    Analyze / Get feedback from the team on the existing policies and any changes to the current practice should be highlighted to country. 
•    Handles exceptions which are complex, is able to judge to a fair degree the consequences of the exceptions. 

Key Responsibilities

Processes

•    Identify and eliminate process waste (excessive movement & transportation, wait time, defects, underutilized people/resources & non value-added processing steps). 
•    To conduct process review to eliminate the non-value added processing steps 
•    Review the process e2e and update in the share point for any further opportunity / defects in the process 
•    Assess process health through key metrics 
•    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. 
•    Analyses and remedies inefficiencies in processes 
•    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 
•    Makes decisions on area of control and can identify issues that need to be escalated. 
•    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. 

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

•    Analyses, interprets and monitors operations risk and suggests mitigation techniques to reduce such risk 
•    Check inherent risk of account opening and process in the operating environment and demonstrate support for the internal program through behaviour, presentations, and discussions 
•    Able to identify early warning signals and to initiate remedial action. 
•    Able to anticipate and detect fraud and take preventive measures keeping the global fraud environment in mind. 
•    Establish prevention and detection internal controls with an end-to-end perspective (from transaction to customer), which address potential risks of inefficiency, ineffectiveness, fraud, abuse or mismanagement 
•    Use of internal/external audit findings to further improve service excellence 
•    Promote & enable a culture of audit readiness at all times in order to ensure no failed audits 
•    Instructs others in the area of operations risk assessment and monitoring 
•    To maintain independence in the conduct of KCSA i.e. not selecting and reviewing sample of self-performed transactions 
•    Balance risk with innovation when undertaking tasks and develop contingency plans to anticipate challenges through independent application of mind. 
•    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. 
•    Staff should follow the code of conduct strictly, ensure the client information is secured and protected from leaking. 

Governance

•    Ensure adherence with relevant laws, regulations, and internal policies. 

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 
•    Understands concerns and needs of the stakeholders 
•    Asses ones 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 stake holders and reassure with concrete steps that all in control 
•    Work closely with leadership, department heads, and external stakeholders to ensure alignment with organizational goals. 

Skills and Experience

•    English
•    Leadership 

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.