Team Leader, Non Financials
Standard Chartered
Chennai, India, South Asia
1d 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 & 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
  • Process Management

  • 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

    Capacity Planning

  • 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.
  • 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 behavioural recognition, system requirements and other pressure points
  • Create a collaborative mindset towards driving quality work
  • Client Centric

  • 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
  • Communication

  • 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
  • Problem Resolution

  • 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
  • Managerial Capabilities

    Stakeholder Management

  • 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
  • People Management

  • 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
  • Change Management

  • 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
  • Project Management

  • 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
  • Data Analytics

  • 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
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