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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 The Country Chief Operating Officer ("CCOO") is responsible for:
Ensuring that Operations strategy caters for client outcomes in the country. Understanding local needs and feeding these in to global design. Troubleshooting issues and sharing lessons-learned across the region.
Managing execution of Operations projects in the country, which impact client journey and workflows. This includes being an advocate and ambassador for change in Operations in the country. Overseeing all the change initiatives underway in the country (across business segments) and managing the optimal volume and pace accordingly.
Risk control and governance, ensuring oversight and driving improvement in the control agenda. This includes developing a forward-looking end-to-end view (across business segments) on the operating environment and proactively identifying and escalating issues and sharing themes / lessons learnt.
Leading key country initiatives, including acquisitions, divestitures, legal entity changes, regulatory projects, etc.
Providing support and guidance & oversight such as subsidiary board appointments, delegated authority to chair committees, etc.
Align the respective Client Journey/Segment COOs ("JCOO") on local investments being made to help ensure investments are aligned to client outcomes.
In consultation with the Country CEO and Country Management Team, provide client input and feedback on country priorities, requests and demands in order to deliver on country scorecards and budgets.
While the JCOO runs their respective Operations end-to-end, the Country COO oversees the implementation of efficiencies and change management projects, and hence while the JCOO is accountable, the Country COO is also responsible for outcomes against key metrics. These include budget, volumes, productivity, accuracy, service levels, losses / lapses, issues and the Operational Risk Framework (this list being illustrative rather than exhaustive).
Oversight over compliance with all country and Group policies, statutory regulations, local banking laws, anti-money laundering regulations and other industry practices. Strategy
Partner with the Country CEO in developing and fine-tuning strategy for the region.
Ensure alignment with Regional COO Operations strategy (at a Group and JCOO level, including the Functions) within the Country. This includes ensuring the local needs of the country is considered in global Operations strategy.
Oversees the implementation of Operations service delivery strategy, working with country CEOs, country business heads, functions heads, etc.
Work closely with the JCOOs and Country business heads to understand their requirements and implement a change management program to deliver the strategy while ensuring strong controls, processes, governance, and risk management.
Work with the Country Management Team to maintain rigorous cost and investment discipline. Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management
Provide support and guidance, often hands-on, to countries where their scale doesn't support local subject-matter expertise.
Key regional initiatives
Manage critical regional projects, including acquisitions, divestitures, regulatory projects, etc. This may include regulatory liaison depending on the nature of the project.
Work with the Country CEO in identifying and driving initiatives designed to build the business franchise and increase business operating efficiency.
Drive strategic investment reviews owned by the Country Management Team
Risk, Control and Governance
Effective execution of delegated responsibility for managing country governance, including governance of branches and legal entities, non-presence countries, ensuring the country demonstrably meets governance standards
Ensure there is a framework for effective management of operational risks across the country and compliance with applicable internal policies, and external laws and regulations.
Support business and risk partners to ensure appropriate focus on High risk and Very High risks. Escalate to senior management where appropriate.
Work with support function heads to proactively address thematic issues and significant operational problems as they arise, ie 'joining the dots' between SIS, Audit, BMA, peer reviews, etc., findings.
Support the country roll-out and embedding of the Risk Management Framework.
Act to minimize operational loss and audit failures and in conjunction with country business heads and JCOOs, ensuring appropriate focus on issues and resolutions. Ensure strong partnership with second-line risk partners and Group Internal Audit.
Chair any other relevant governance committees.
Provide on ground support for subsidiaries where appropriate, including board appointments as applicable
Work with the relevant NFRCs/PGCs to ensure processes for products and clients are fit for purpose and meet regulatory requirements.
Responsible, as a member of the Country Management Team, for
maintaining a strong and appropriate control environment covering all businesses
Restricting business if existing infrastructure and processes, capacity or capability are not fit to execute business within operational risk tolerance, regulatory standards or growth aspirations.
Support CEO in country reviews and remedial planning where significant issues have been identified.
Fully accountable and own regulatory audit / inspections on Operations teams in the country as well as offshore service centres.
Lead in delivering 'horizontal' (ie across the client journeys) process excellence to reduce handoffs, reduce risk and improve client service in collaboration with JCOOs and GBS leads.
Work with the Country Management Team and risk committees to ensure alignment with global process standards, improving efficiency and scalability.
Input to the design of global policies and procedures ensuring local requirements are considered. Monitor dashboards, and provide general oversight in order to escalate issues promptly, eg AML and sanctions checks, protection of Bank, client information and assets.
Implement digitisation projects and manage the change process to reduce manual hand-offs, reduce risk and improve client service collaborating with JCOOs and GBS leads.
Drive the integrated "One Bank" agenda and bring alignment across the business and functions, working closely with segment and product heads.
Work with other COOs, bilaterally and as part of the Regional Operations Management Team, to align across projects and priorities and the prioritisation plan for regional execution.
People and Talent
Champion and act as a role model of the Group's values and culture
Create a culture of operational and service excellence
Set the appropriate tone and expectations for the Country COO team and work in collaboration with risk and control partners.
Employ, engage, and retain high quality people, with succession planning in place for critical roles.
Ensure team structure/capacity is reviewed to enable agenda delivery.
Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risks.
Create a motivational and challenging environment for staff which is conducive to creativity and performance with customer-centricity in mind.
Set effective metrics and standards, transparently communicating these to team members, providing feedback and rewarding employees accordingly.
As matrix manager for the Country Business Resilience, ensure the country resilience frameworks adequately support the business strategy. Where necessary provide executive sponsorship for major resilience initiatives.
Regulatory & Business Conduct
Oversee country conduct planning and escalate issues to the accountable manager (CEO).
Display exemplary conduct and live by the Group's Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Lead the COO team to achieve the outcomes set out in the Bank's Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters .