Job Description

The Role Responsibilities

• Supervise the team to ensure consistent delivery of customer delight relating to queries or problem resolution
• Focus to meet the KPI targets & business goals / outcomes
• Maintain the cost of the unit within acceptable limits
• Handling escalations
• Tracking the accuracy and timely MI
• Cost and resource tracking and allocation
• Draw up initiatives and system changes that can bring about change in customer usage and behavior patterns thereby increase service / revenue
• Draw up action plans and champion Business initiatives that impacts service, sales and cost.
• Assist other units and businesses in projects and strategic initiatives that impact the unit and help in seamless delivery of KPI
• Ensuring SLA\xe2\x80\x99s are met for all service delivery aspects
• Ensuring high engagement levels in the team.
• Monitor performance against standards and provide feedback to staff and customers
• Manage, motivate and train staff and team leaders to ensure performance is optimized. Train staff on service and products and changes in products, procedures, and policies.
• Work with the unit manager to review staffing requirements to match the workflow requirements
• Identifies opportunities for improvement and makes constructive suggestions for change.
• Inspires co workers to attain goals and pursue excellence.
• To reduce the attrition rates and maintain it within the limits prescribed by the organization

Strategy

• Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group\xe2\x80\x99s business strategy and model appropriate to the role

Business

• Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

• Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.

People & Talent

Reference all responsibilities related to people and talent matters, for example:

• 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 the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group\xe2\x80\x99s financial information, identify key issues based on this information and put in place appropriate controls and measures

Governance

• Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group\xe2\x80\x99s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

Regulatory & Business Conduct

• Display exemplary conduct and live by the

. * 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 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.

Our Ideal Candidate

• Graduate / Post-graduate degree in business management
• Minimum 8 years of banking experience with a majority of that time in Service / Sales / Operations (as applicable)
• Extensive knowledge of banking operations & process management
• Excellent analytical skills to analyse data points
• Managing large teams
• Strong \xe2\x80\x9cpeople management skills"
• High on influencing and negotiation
• Strong analytical and communication skills
• Excellent verbal and written communication skills
• Exceptional time management skills
• Excellent Stakeholder management
• Proficient in basic MS Office applications especially MS excel, MS PowerPoint & MS Word
• Knowledge of banking business/financial services
• Strong interpersonal skills, influencing and coaching skills
• Good problem solving and quick decision making skills
• Ability to meet and delivered within tight deadlines

Role Specific Technical Competencies

• Six Sigma
• MS Office

About 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 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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