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 & Our Ideal Candidate 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 CASA 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 processes & products
Socialization to the team on the changes in process on account of new product roll out / change in policy...etc
Explains how processes and policies 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 review to eliminate the non-value added processing steps
Review the process e2e and update in the share point for any further opportunity / defects in the process
Assess process health through key metrics
To perform periodical KCSA checks to ensure 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.
Instil in team the sense of urgency for change
Makes decisions on area of control and can identify issues that need to be escalated
Compliance Ensure Bank’s compliance obligations (Statutory / Group / Local Authorities including submission of returns) are met by the team.
Ensure that all procedures laid down in the Department Operating instructions and the Key Control Standards / Money laundering are adequately followed.
Keep Manager and other Unit Managers informed about any irregular and suspicious application processing
Able to plan and assess capacity requirements, and then agree & articulate a recommended capacity plan
Measure cycle time for all product processes & their key underlying steps.
Uses tools to report capacity status & issues
Identifies critical paths & dependencies clearly
Aware of impact of prioritizing work at any given point in time
Exercises capacity planning within immediate area, such as, peaks and troughs in work load, planning leave, seasonal factors
Develop volume forecasts at sub-product level. Use these forecasts to optimally deploy the resources. Intra-day volume pattern should be known.
Operational risk Management
Analyses, interprets and monitors operations risk (through reference to key risk indicators) and presents an assessment of the these in an appropriate format
Recognizes potential issues and escalates them with recommendations
Measures and monitors risks of the team
Follow plan to mitigate the same and measure output
Able to put in preventive and detective controls
Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.
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 behavioural recognition, system requirements and other pressure points
Create a collaborative mindset towards driving quality work
Instils a strong internal and external customer mindset in the team by setting service quality standards.
Takes ownership of team goals in addition to their own
Understands customer’s requirements, able to apply them and guide others
Understands the relative strength of each customer segment’s priorities and requirements
Able to generate and implement improvement ideas for error free processing and better customer service
Able to initiate contact with customers to create a network with customers and seek feedback on service
Is able to serve customer within boundaries of policies and procedures without compromising on mandated procedures / change process model
Clearly articulates and confidently expresses ideas and arguments
Listens well and offers positive and creative solutions
Ability to communicate in a collaborative manner without conflicts
Be able to give open and honest communication to demonstrate ethical leadership with integrity
Demonstrates presentation skills
Proactively identifies problems and promotes solutions
Addresses conflicts and errors quickly before they escalate
Understands some basic concepts in managing problems and able to apply them in own areas of work
Determines the significance of problem
Collects data, distinguishing between relevant and irrelevant data related to problem
Able to put forth areas of concern and assistance required from Countries for improvement in operations
Understands concerns and needs of the stakeholders
Asses ones work and processes by their impact on stakeholder's concerns.
Being able to give confidence to stakeholders that their interests are protected.
In the event of any unforeseen incidents, proactively manage flow of information to stake holders and reassure with concrete steps that all in control
Understands basic people management skills concept. Able to lead, motivate and develop a small team.
Negotiates and agrees performance agreements with employees
Regularly reviews, both formally and informally, individual and team performance
Able to provide objective feedback to team members, and suggest how knowledge, skills, behaviour and performance may be improved.
Provides regular performance and skill coaching as part of the feedback process.
Facilitates collaborative problem solving and decision making with the team
Provides clarity to team on what excellence means for their roles
Builds strong individual engagement with team members
Uses and manages HR systems as a management tool
Able to promote the team's morale
Develops procedures for change and ensures that they are effectively documented & communicated to all
Able to drive change and provide constructive feedback
Demonstrates a positive attitude and commitment to change and instils in teams the sense of urgency for change
Supports managers on the effects of change within their teams / processes through consultation and facilitation
Uses tools specified to facilitate change
Openness to new ideas and viewpoints
Understands the need for projects / initiatives and contributes to the progress of the project
Has oversight of the purpose and status of the projects to ensure the overall project goals are likely to be met
Ability to decide based on the available information in hand to recommend decisions.
Understanding the data points how it matches / breaches the rules.
Analysing processing volumes to bring out trends and patterns.
Identifying the key information required from other sources
Co-relate all the inputs, analysis and summarize the findings.
Able to analyse the trends and patterns in the unit (Volume, capacity, performances & errors)
Strategy Formulation & Implementation
Understands the strategies and priorities of the organization
Able to execute given actions that will contribute towards achieving business strategies