Standard Chartered—Associate Manager, Channel Operations

Job description

Description: Job Summary To manage the relationship between In-country, CMF, CSG and the business units as well as between other team members within TB CASH OPS • To co-ordinate with respective In-country, IMO teams and ensure that all activities are completed as per agreed Service Level Agreement. • Ensure there are NIL exceptions/Customer complaints. • To handle requests of CCIB and WRB clients in channels platform • Understand the importance of the client request and allocate the work accordingly on FIFO model. • To be highly vigilant before approving any requests • Strictly following the DOI’s and bring into LM’s notice in case of deviations. • To maintain high quality in capturing details as per the request received in TP systems (wherever applicable) and driving the same across the team. • To ensure error free work with no operating losses where ever applicable. • Handle stake holder queries and provide quick resolution. Key Responsibilities • Communication Skills: • Clear and effective verbal and written communication • Ability to convey complex information succinctly. • Strong interpersonal skills for team collaboration • Leadership and Team Management: • Conflict resolution and negotiation skills • Ability to delegate tasks effectively. Strategy • Manage teams in building a stronger relationship with our clients and customers. • Manage initiatives to innovate and digitize their processes as well as intensifying collaboration across the network. • To accelerate new generation of leaders. • Manage all initiatives to get more fit and flexible in the way we work. • Focus on proving that we are here for good. Business • Maintain a close working relationship with the customers to ensure that service issues are promptly escalated and acted upon; • Initiating & implementing service quality initiatives • Uphold the values of the Group and company at all times. Processes • Ensuring continuous improvement in timeliness to the standards prescribed for the process from time to time. • Releasing deals as per the department operating instruction manual, customers instructions and within the timeliness and accuracy standards specified. • Ensuring compliance with all applicable Rules / Regulations and Company and Group Policies. Identifying exceptions from the norms & initiating corrective and preventive actions. • Comply with Group Money Laundering Prevention Policy and Procedures and Sanctions to the extend applicable and reporting all suspicious Transaction to the Line Manager. • Where applicable, ensure compliance to Group and Country Regulations are managed to the extend agreed with the Countries and ensure all staff adhere to the same. People and Talent • Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. • Ensure provision of ongoing training and development, to larger teams and ensure that direct reports are suitably skilled and qualified with effective supervision in place to mitigate any risk. • Employ, engage and retain high quality people. • Set and monitor jib descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives. • Promoting an environment where all team members develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality. Risk Management • Responsible for the Audit and Risk Control Standard associated with Cash Services operations. • To ensure approved generic Product Programs and their corresponding Country Product Templates are in place before any product is accepted for implementation by Service Delivery. To refer any instances to Group Operations and CORG via KPIs and monthly risk exception reporting. • To proactively monitor and manage operational risks, system risk and channel risk of the products and to highlight any potential and actual breakdown of controls to Group Operations and CORG via KPIs and risk exception reporting. • Work with UORM to develop, design, and implement control measures and monitoring plans for compliance and operational risk management. • Timely update of monitoring conducted in ORMA Optial Ensure risks and issues identified are resolved in an appropriate and timely manner. Governance • Provide oversight across three hubs, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money – laundering regulations and guidelines. • Embed the Group’s values and code of conduct in SSC Cash to ensure that adherence with the highest standard of ethics, and compliance with relevant policies, processes and regulations among employees form part of the culture Regulatory & Business Conduct • 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. • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Skills and Experience • Manage Conduct • Manage Risk • Manage People • Operational • Manage Change • Manage Projects • Business Products and Processes Qualifications • Strong team player, able to work in partnership with other individuals on day-to-day and long-term. • projects • Strong stakeholder management and engagement skills • Solution oriented; able to manage through complex situations and able to work well under pressure. • with a high degree of accuracy • Strong drive to deliver. • Knowledge of Client Management processes and target operating model. • Experience in client service and/ or front office experience desirable; good product knowledge and • understanding of a wide range of corporate structures • Knowledge of the region – preferably an on-the-job experience in the region • Excellent verbal and written communication skills is essential. • Fluency in English both speaking and writing is essential (additional language skills may be needed • based on local needs) • Project management skills desirable; attention to detail, strong follow-through, and good judgment About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we: - Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do - Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well - Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term What we offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing. - Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations. - Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum. - Flexible working options based around home and office locations, with flexible working patterns. - Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits - A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning. - Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.