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.
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
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
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
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
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
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
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
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
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
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