Manager
Standard Chartered
Chennai, India, South Asia
2d ago

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 Domain Capabilities

Product / Domain Knowledge

  • Possesses interpretive knowledge on the domain and works from the operations and technology perspective.
  • To have e2e knowledge on the functionality of TP & 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 / PDU team.
  • Handles exceptions which are complex, is able to judge to a fair degree the consequences of the exceptions.
  • An awareness of linkages with other products / process, linkages with various systems, hub resources and country resources.
  • Should possess the skill set to do a comparitive study on the process / approach handled at different countries and adapt best practice
  • Able to relate how each one of it impacts and correlate to each other.
  • Process Management

  • 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
  • Capacity Planning

  • Ability to categorize and to quantify the work plans to suit the SLA requirements
  • Review cycle times for correctness of input
  • Develop capacity model for projection of FTE 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
  • Defines and mitigates capacity risks
  • Displays flexibility in altering plans to achieve objectives or adapt to situations
  • Operational risk Management

  • 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
  • Behavioural Capabilities

    Precision Accuracy

  • 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
  • Client Centric

  • 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.
  • Able to generate improvement ideas from indicators and drive the team to achieve same.
  • 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
  • Communication

  • Shares critical information in a timely and effective 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
  • Displays ability to train on communication skills
  • Problem Resolution

  • Able to identify and highlight both obvious and underlying problems and identify / implement actions to resolve same.
  • Able to guide team members in managing problems and apply controls to minimize recurrence
  • Able to handle conflicts through negotiation, collaboration and accommodation
  • Uses tools such as flow charts, Fish Diagram, etc to disclose meaningful patterns in data
  • Be sensitive to cultural differences so that there are no conflicts based on diversity
  • Drives an environment for finding solutions
  • Take courageous decision
  • Mentors others to be solution oriented
  • Involve stakeholders in managing issues
  • Risk Takers and push back, when warranted
  • Managerial CapabilitiesStakeholder Management

  • 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
  • People Management

  • Sponsors and develops (e.g. coaches, mentors) key employees to build bench strength and ensure adequate succession planning
  • Ability to ensure people engagement as evidenced by My Voice. Ability to negotiate performance ratings and have courageous conversations.
  • Ability to work with matrix reporting relationship
  • Develops short and long term career development plans with employees
  • Builds teams using appropriate structures e.g. cross-functional, project team
  • Successfully identifies, develops and retains talented individuals. Allocate resources effectively to maximize efficiency and effectiveness of a unit
  • Ability to demonstrate integrity and encourage positive self regulation of ethical behaviour.
  • Develops and implements strategies to build the capability and performance of employees at team and Business Unit levels
  • Uses diversity as a strategic tool for business
  • Change Management

  • Able to contribute to the design of business process change and facilitate the changes required
  • Creates clear accountability for change in measurable terms and integrates it into performance management
  • Clearly communicates and develops shared reasons for change initiatives, mobilizes commitment, introduces changes to systems and structures and actively monitors progress
  • Analyses and evaluates the success, failure and risk in the change process at a business or country level
  • Able to convince others of the need to change and instill in team the sense of urgency for change
  • Project Management

  • Understands the basic project management concepts, able to lead a medium-sized project team and able to interact with parties outside the team to pursue actions
  • Able to liaise with all stakeholders and teams working on the project in terms of following up actions and contribute when issues / concerns arise
  • Takes independent action to change the direction of events.
  • Ensures there are regular reviews,there is accountability, and that management of projects, stakeholders and suppliers are in place.
  • Verifies and validates the project, ensuring adherence to standards and alignment with the vision.
  • Financial and Budgetary Management

  • Applies internal financial processes / systems effectively (e.g. planning expenses and allocating funds appropriately, processing invoices, control)
  • Takes a stand on control reports and justifies deviations from budget
  • Ability to contribute ideas to influence trends which create sustainable cost advantages and scale efficiencies
  • Data Analytics

  • Ability to analyze the complex information in hand and identify risks involved which could have been overlooked / camouflaged.
  • Able to analyze the trends and patterns in the unit (Volume, capacity, performances & errors)
  • Able to interpret the ratio analysis of the key elements in the units
  • Ability to read and interpret the system reports to identify any out of pattern trends in the units / system
  • Ability to provide information / suggest based on the trends & pattern analysis for system / process enhancements.
  • Ability to evaluate data using analytical and logical reasoning to examine each component of the data provided for the purpose of drawing conclusions to help decision making.
  • Strategy Formulation & Implementation

  • Has a good understanding of what the strategies and tactical goals of the organization are
  • Able to execute given actions that will contribute towards achieving business strategies
  • Provides ground level inputs to fit for purpose plans and upward feedback as a reality check for implementation
  • Able to drive business goals among team members as per action plan and timelines percolated down
  • Builds informal relationships across units to ensure best implementation processes are used and to reduce duplication
  • Our Ideal Candidate

    Greater than 9 years of experience and should possess the following skills also.

  • People Management Skills
  • Stake Holder Management
  • Communication skills
  • Multi Tasking
  • Decision making
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