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.
The Role Responsibilities
Awareness and Understanding on the Group AML, Sanctions & CDD Procedures.
Awareness on the Retail and Business Banking CDD Operations
Able to perform CDD related work which may not be straight forward and repetitive
Has good understanding of processes and products
Should possess good knowledge on CDD processes
Possesses and applies technical expertise to his area of work
Keeps up to date with changes to products and CDD, AML processes.
Should be well-versed on the money laundering and CDD policies and procedures
Able to identify opportunities to automate repetitive logic based manual activities.
Perform independent activities concurrently
Give inputs from ground level after understanding the big picture
Participate in the discussion on any system changes / projects and provide inputs
Supports and involves in change management plans in achieving mutual objectives to manage change.
To provide support for UAT / UVT during any workflow changes and Field level validations
Open to suggestions and experimentation
To have a sense of urgency in meeting deliverables in TAT and Accuracy
To perform the assigned activities on time with no errors
Identify and eliminate process waste (excessive movement & transportation, wait time, defects, underutilized people / resources & non value added processing steps).
To conduct process reivew to eliminate the non-value added processing steps.
Review the process e2e and update in the share point for any further oppourtunity / defects in the process
Assess process health through key metrics
To perform periodical KCSA checks to check on process adherence
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.
Instill in team the sense of urgency for change
Makes decisions on area of control and can identify issues that need to be escalated
Executes tasks and assignments accurately within team and self
Possesses ability to differentiate between quality and excellence in the real time BAU activities
Able to provide solutions and ideas to bring down errors.
Create an error free culture by leveraging behavioral recognition, system requirements and other pressure points
Create a collaborative mindset towards driving quality work
Considers the impact of their actions on the end-to-end process and customer.
Understands basic customer service requirement and able to apply same in own areas of work
Able to provide differentiated customer service for various types / grades of customers
Treat all clients with respect and cultural awareness
Able to show empathy in terms of keeping the customer point of view while processing a transaction / working
Takes ownership of team goals and organizational goals in addition to their own
Good understanding of customer’s requirements and what's generally offered by other similar set-ups.
Is able to network with customers and able to manage expectations
Is able to serve customer with high quality service within boundaries of policies and procedures without compromising on mandated procedures and able to convince customers on exceptions
Is courageous to communicate to the customer on negative trends of service and actual root causes
Client communication skills ( especailly calling the client) is preferred and should posses very good soft skills.
Possesses ability to translate complex information into easy- to-understand language
Proficient in both verbal and written communication
Escalates issues and concerns in a timely manner
Possess ability to understand differences in the target audience and accordingly modifies the communication style across differing cultures.
Possess negotiation skills to achieve common goals.
Be spontaneous in communication and handle criticisms effectively
Understands the situation and perform right escalations
Being able to provide data for performing root cause of the problem
Ability to speak up when in disagreement and opposition
Ability to understand the existence of crisis and conflicts
Able to work in a team with good interpersonal skills
People and Talent
Possess ability to understand the work plans and organizes their own work effectively
Able to identify sudden changes at a transactional level
Raises issues when they see the task is at risk
Completes work as assigned
Know your stakeholders and their goals
Instill in your team a customer centric approach and develop a no-tolerance approach toward sloppy customer interactions
Constantly engage stakeholders in any changes envisaged and Manage expectations and concerns
Able to deliver meaningful MIS on areas of vital interest to stakeholders
Be a central bridge between stakeholders and the team
Serving on committees with members from across different functions
Attending professional / trade association meetings
Analyses, interprets and monitors operations risk and suggests mitigation techniques to reduce such risk
Check inherent risk of product and process in the operating environment and demonstrate support for the internal program through behavior, 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
Awareness and understanding of the regulatory framework & Group CDD Procedures
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 the Retail CDD Operations to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients;
Effective Financial Markets; Financial Crime Compliance; The Right Environment. *
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Country CDD Operations, FCSU, Group CDD Operations
Our Ideal Candidate
Minimum 8 years of work experience in the following areas
CDD reviews during on-boarding, Periodic review and Trigger review for both Retail and Business banking clients
Able to speak to the client and complete the CDD review
Reading and comprehension
Taking Judgemental decisions on a case to case basis