Job Summary
- Responsible for the management and delivery at the desired service standards of WRB Operations at SC GBS supporting various countries.
- To perform the above functions at the highest standards and yet strive to be customer focused, cost effective and error free.
- To ensure implementation of any new processing platforms or transaction processing systems for the bank, ensuring the project’s rollout success and relevance to the business agenda.
- To help the business in the area of procedure mapping and documentation for Operations activities, and also to review the processes with a view to reengineer or streamline it to put in place a better workflow or practice.
- To have an oversight of Operations unit in the area of operational risk assessment/control and ensure continued compliance to good practices and regulatory requirements. To contribute to a compliance culture on key laws, regulations and Group standards in Wealth & Retail Banking and at the same time, ensuring adequate mechanisms and prompt reporting of breaches to relevant Risk Forums and Legal & Compliance unit.
- To drive excellence in Customer Experience in all customer touch points within Operations.
Key Responsibilities
Core delivery
- Capacity Management, work force management, Productivity and Utilisation including load balancing
- Delivery against agreed service standards (TAT, Accuracy, Referrals) including all financial settlements to all external entities.
- Service management through forums like JSR’s discussing service trends, key business strategies and actions required to be taken
- Revenue accounting, tax compliance and sustainable cost plus recharge model
- Deepen end to end digital capabilities from Multi touch to single touch to zero touch processing
Cost Management
- Manage costs within Budgets/Forecasts and deliver against budget targets for cost saves
- Monitor cost trends / unit cost and identify opportunities for reducing the same through automation and other initiatives
- Monitor and track margin trends and maintain at optimal levels at all times
- Futuristic estimation of costs and provide budget/forecast inputs
- Review and approve spends in line with delegated authorities and as per Group policy and procedures.
- Manage the cost centres efficiently wherein designated as cost centre owner.
People and Talent
• Ensuring talent on boarding and retention with succession plan in place for key roles and maintaining healthy bench-strength and leadership pipeline
• Ensuring framework for objective performance assessment of all team members
• Ensuring right-skilling and Cross Skilling among team members and training /certification for specific roles
• Enabling a conducive environment for people including effective engagement
• Empowering with appropriate delegated authorities
Risk Management
• Proactive identification, preventive controls and mitigation of key process / operational risks
• Strong detective controls and continuous learning and fixing from risk incidents
• Ensuring timely reporting of risk items as per the Group Risk Management Framework
• Drive risk management initiatives across the unit resulting in minimal or zero breaches and zero regulatory breaches whether data related or others
• Ensuring adherence to all Group Policies and Procedures and adequate training to staff to ensure compliance at all times
• Ensuring business continuity strategies are in place and tested at regular intervals as per standards agreed with country stake holders
• Approving existing BAU process documents (DOI/PCA) and UAT test results. -
• Ensure Risk Assessment template is filled and signed off by Head of Unit before BAU adoption of any new process or amendment of an existing process.
Transformation & Service excellence
• Enable and encourage continuous improvement initiatives with STP capability transformation of process
• Review and drive strategic opportunities in transformation to adopt exception processing operating model.
• Support and lead change initiatives and provide feedback for change proposals
• Deliver sustainable cost saves and service levels on par with or superior to competition
Leadership
• Contribute to overall WRB Operations leadership forum
• Set strategic goals including Aspirational goals and guide teams for achieving results
• Support growth and development opportunities for talent management and retention
• Engage key stakeholders and support functions for strategic initiatives and transformation
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.
Skills and Experience
• Communication and Interpersonal
• Technical and Analytical
• Project management
• Team Management
• Risk Management
• Strategic Planning
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.