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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
Liaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
Supporting various stakeholders on regulatory and audit requests
Act as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulation
Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
Undertake ad-hoc duties and when delegated by Line Manager and Country Head of IMO
Identify process improvement opportunities and work closely with management to implement the change
Strategy Targeted Improvements
Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs
Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall channel service for the clients
Automation and Streamlining
Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
Drive adoption by the team, of the latest tools and techniques to improve performance
Adherence to changes in line with the IMO destination model
Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
Drives relevant targets across team. Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to within agreed service level agreements including turnaround times, productivity, and quality
Ensure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams' BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
Manages document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
Drives robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plans capacity by forecasting volumes and measuring cycle times
Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices
Drives implementation of change initiatives
Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively
Resolve escalations from team, including follow-up with clients, ensuring the "once to client" rule is adhered to as much as possible
Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
Ensure, lead and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS)
Demonstrate thorough understanding of the Group's Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provides input and insight into relevant policy & project discussions as required.
Ensures that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
Ensures all staff are adequately trained on policies & procedures. Ensures only staff accredited to handle CDD (including relevant Correspondent Banking accreditations) are granted access to the system and execute CDD activities
Drive GIC and network onboarding processes
Provide inputs into the Credit Issues Committee (CIC) pack, working closely with the Control & Governance team to ensure outcomes and relevant actions are completed within timelines.
Enablement [Account Opening and Channels]
Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
Facilitate Channels on boarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients
Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process
Provide Straight2Bank training to client for implementations via phone, web-ex, face to face
Document Archival (hard and soft copies)
People and Talent
Ensure staff are adequately trained to support both existing and any new requirements
Provide/ secure / enable access to relevant role-specific and general training to the team
Manage talent and hiring across IMO, ensuring high performance team and bench strength. Own the development of the individuals within the team, using performance management and staff development to provide a deep pool of talent and opportunities for individual growth
Collaborate with members of the team and plan individual training to be completed over the P3 cycle, to achieve required competencies
Enable team to function optimally, providing guidance and coaching to members. Drive and encourage cross-training and mentorship, facilitating interchange of best practices amongst team members and across teams
Manage and control overall attrition at acceptable level. Attrition of top performers to be managed. Minimize key man risks within team.
Develop succession plan for self and for all critical resources in the team.
Demonstrate high level of preparedness by self and team for any Audit and ensure NIL audit failures/ NIL adverse audits grading in reviews
Understand the risk and control environment in their area of responsibility and drive rectification as required. Develop awareness of changes in the policy and regulatory environment, predict challenges and identify initiative opportunities to manage change implementation at the right time
Ensure that Risk Management matters that are brought to the job holder's attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees
Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework and across team
Provide crisis management support on behalf of IMO head for ad hoc control and procedural issues
Support the framework for effective management of operational risks across the Business and compliance with applicable internal policies, and external laws and regulations
Effective management of IMO teams to provide support for the business
Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions involving IMO. Ensure NIL observations in Control Assurance (CA) review
Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management
Ensure there are appropriate frameworks in place to guarantee that IMO team functions within the Group's risk appetite and relevant risks are appropriately managed in conjunction with management, direct reports and other stakeholders.
Ensure, lead and monitor both strict adherence to regulatory requirements, and also efficient preparation for Audit reviews
Fulfil supervisory responsibilities in line with supervisory principles
Maintain oversight on quality & timeliness of 'Service Review Meetings' (SRM) to be held every month between business Teams & Hub or Country CETs
Manage in country or other remediation's as required to ensure gaps in capability, process or data/docs are brought up to a best in class standard over time
Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence.
Regulatory & Business conduct
Display exemplary conduct and live by the Group's Valued Behaviours and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, for self and managed staff. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Achieve the outcomes set out in the Bank's Conduct Principles: Financial Crime Prevention; The Right Environment.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders Internal
Country IMO Head
Client Delivery Managers, Control Governance Managers and Specialists
GBO Hub teams and In-country CET teams
Account Opening Teams
Front Office (RMs, CMs, CCMs)
Lending Documentation Unit
Commodities Transaction Management Unit
Regional CDD Risk Managers
Business Operational Risk Manager
Client Documentation and Control
Credit Documentation CoE
Embedding Here for good and the Group's brand and valued behaviours in the Integrated Middle Office team
Performing other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Our Ideal Candidate
Ability / experience managing individuals or teams
Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management
Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
Ability to understand and derive insights & improvement opportunities from MIS and performance data
Strong drive to deliver
Ability to positively engage and build rapport with clients
Has a clear understanding of the client needs being serviced; able to articulate and align team to them
Knowledge and experience in relevant processes managed by the Integrated Middle Office
Sound knowledge of local regulations (CDD, credit and lending, risk management)
Superior writing and presentation skills in English
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our career pages .