Job Description

The Role Responsibilities

Job Role

Responsible for service governance of all activities handled by outsourced service partners with a view of ensuring the agreed service standards are achieved.

Business

Vendor Management

• To assist in the oversight of operational tasks outsourced to vendors for Credit and Debit Cards, Cheque Book printing, courier delivery and related services, and to ensure they are running smoothly and meeting the standards set by the Business; working closely with the vendors to review end-to-end process for improvements.
• Ensuring that service providers are operating within the established policies and guidelines of Standard Chartered Bank so as to safeguard the Bank\xe2\x80\x99s interest.
• Hold regular service meetings with vendors and service providers to address service issues.
• To assist in the oversight of operational tasks outsourced to Standard Chartered Global Business Services (GBS) and to ensure they are running smoothly and meeting the standards set by the Business; working closely with GBS to review end-to-end process for improvements.
• Undertake indent and distribution of Instant Debit cards stock and PIN mailers to Branches and others.
• To assist in completing the annual risk documents and reviews on the Vendors and Service Providers within the timeline and signed off by all stake holders, including triggering and being the liaison for contract renewals, outsourcing reviews and third party security risk assessments.
• Ensure vendor management audits are completed in time and exceptions, if any are escalated to management.

Invoice Processing

• To oversee in the processing of Vendor invoices for Servicing and Transacting Operations including other invoices received from Business (Retail Banking Products) as per the stipulated guidelines and within the agreed time frame.
• To monitor the usage of the postal prepaid account to support the cards delivery service, and initiate balance top-up when required.
• Prepare SCBMB payment for FIS system monthly.
• Undertake monthly Stationery Order for Servicing and Transacting Operations and GBS.

Processes

• To assist the Line Manager or Unit Head to implement any new processing platforms or transaction processing systems for the bank with regards to Servicing and Transacting Operations, ensuring the project\xe2\x80\x99s rollout success and relevance to the business agendas.
• To help the business in the area of procedure mapping and documentation for Servicing and Transacting Operations activities, and also to review the processes with a view to reengineer or streamline it to put in place a better workflow or practice.
• To drive excellence in Client Experience in all customer touch points within Servicing and Transacting Operations.
• Proactively manage on the Escalation items exceeding the agreed threshold are done to Senior Management and risk team within the set timelines.

Risk Management

• Ensure local procedures and controls are in compliance with changes in Group policies and local laws / regulations. Maintain robust risk management to mitigate legal, regulatory and operational risk.
• Identify control process gaps and timely closure of such process gaps.
• Upgrade knowledge and skills through training or other means to ensure effective discharge of duties.
• Compliance with all applicable Rules / Regulations of the Company and Group Policies and adherence to the Organization\xe2\x80\x99s Code of Conduct.
• Comply with Group Money Laundering Prevention Policy and procedures to the extent applicable and reporting all suspicious Transactions to the Line Manager.
• Comply with Group / Country CDD guidelines and adhere to the relevant controls and checks.
• Ensure Departmental Operating Instructions under the unit\xe2\x80\x99s care are reviewed and renewed annually.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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 [Malaysia/ CPBB Servicing and Transacting Operations / Card Operations and Vendor Management team to achieve the outcomes set out in the Bank\xe2\x80\x99s 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.

Key Stakeholders

• GBS team / Business and Product team / System Support team / CFCC / BRM.

Other Responsibilities

• Embed Here for good and Group\xe2\x80\x99s brand and values in Malaysia / CPBB Servicing and Transacting Operations / Card Operations and Vendor Management team. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).

Role Specific Technical Competencies

• Operational Risk
• Process Improvement
• Process Management
• Retail banking services

\xc2\xadAbout Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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