About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours -
do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.
This in turn helps us to provide better support to our broad client base. PURPOSE :
Senior Manager, Client Services is responsible for ensuring delivery of superior servicing through accurate and timely provision of best possible solutions for enquiries from Financial Institutions & stakeholders across various markets hubbed in GBS
He / she to ensure all processes are complied with relevant Group Policy & Procedures and decision making as per agreed Service levels and Department Operating Instructions.
RESPONSIBILITIES : Business
To strategize initiatives with functional and local management objectives and lead them to satisfactory and timely completion
To work on improvement of productivity efficiency and standardize the process from time to time
To draw up unit’s budgeting requirements and manage costs prudently delivering on the saves tasked with, and continuously innovating to keep maintain low operating costs.
Lead and complete ad-hoc responsibilities, projects and assignments set by the Group Head from time to time.
Submission of Dashboards, KPI & Risk Reports to Stakeholders and Participate in Monthly Service Review meetings
To review, analyse all performance metrics related to the unit and take steps to bring down undesirable / inconsistent trends.
To ensure capacity requirements are current and are refreshed regularly and that the gap between required and actual FTEs is not wide
To take decisions on exception handling to the extent of authorities delegated
Lead and manage automation and productivity initiatives to continuously drive improvement in productivity and Accuracy to the standards prescribed for the processes from time to time
People and Talent
To manage the team resources to optimize effectiveness and performance levels, recommending training and development plans.
Shoulder people management responsibilities covering hiring, training, objective setting, performance management, retention, succession planning, rewards & compensation recommendations, capability review and developmental plans, job rotation and career aspirations
Upholding the values and code of conduct of the Group and Company at all times.
Ensure a strong training infrastructure aimed at robust training and cross training of teams including new comers and existing staff.
Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
Ensure direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
Employ, engage and retain high quality people.
Provide feedback and rewards in line with their performance against those responsibilities and objectives.
Compliance with all applicable process procedures, guidelines, rules & regulations of company and Group Policies relating to Risk
Ensure unit specifically complies with Group Money Laundering Prevention / Sanctions Policies and Procedures to the extent applicable and reports all suspicious transactions to the risk authorities and stakeholder groups
To create, test and execute Disaster recovery and BCP plans for the unit and ensure the teams are ready at all times to meet contingencies without adversely impacting service to clients.
To ensure timely reporting of Operational Risks and implementation of control measures to mitigate.
Have close working association with all stakeholders in ensuring delivery of common goals.
To ensure that administrative control procedures are followed by staff under supervision and highlight issues on a timely manner to senior management, with regular updates on actions taken.
Exercise authorities as delegated by the Unit Head
Ensure effective functional supervision across all Financial Institutions teams in GBS’s
Cash Management Ops teams
Finance, HR, Audit & Risk function teams