Job Description

Role Responsibilities

• The Business Incident Coordinator (BIC) for Client Services Group, Cash is primarily responsible for coordinating incidents and its impact between Technology and Operations for Cash products.
• The BIC will be the key contact in the CnC for Group / Hub / Country CSG teams to help invoke the Major Incident Management process for major incidents and in exceptional cases lower severity incidents as required.
• As part of the Situation Management responsibility, and in the case of Major Incidents or exceptional cases of lower severity incidents (where necessary), this role works with Business Operations Leads of Cash in CnC Business Operations teams to understand overall impact, provides client service expertise in terms of client impact assessment and prioritization of recovery steps, and works with Hub / Country CSG teams, to support effective client communication and client management while resolution efforts are underway. The will provide their inputs to Problem Management team so an effective and accurate Root Cause Analysis (RCA) is documented and a light version can be used for client communication.
• The BIC is also responsible for pro-active monitoring of GEMS incident logs related to CSG Cash, highlighting exceptional events and working closely with Group / Hub / Country CSG teams for analytics for longer term improvements. The BIC is also expected to be responsive to continually changing business requirements and new risks, evaluating benefits and providing inputs for building triggers and fine tuning dashboards for continued relevance.
• This role is also responsible to escalate / report potential issues in accordance with the documented procedures in CnC and in line with roles & responsibilities agreed with Group CSG and TB Operations.

Strategy*

• Facilitate client/Ops impact incidents effectively.
• Provide inputs to build tools to address current gaps in the process and provide timely escalation mechanisms and early warning signals when exceptions / abnormalities are detected, to enable prompt resolution.

Business*

• Build awareness of, and understand the wider business, economic and market environment in which the bank operates to better propose prioritization of tasks and book of work sequencing.

Processes*

• Liaise with Group/Country/Hub CSG teams to develop requirements and provide inputs to the BRD, clearly specifying the business benefit. Ensure clear correlation between dashboard and outcomes when building BAM tools. Develop different levels of dashboards across 3 levels \xe2\x80\x93 high level process health indicators for CnC, detailed metric by process step and user at Countries/Hub and client service metrics such as TAT and accuracy.
• Preventive Monitoring & actions: Dashboard Monitoring, Triggers/Exceptions review, Track Volume Flow/Surges, Impact Assessment, Takes / Directs Action (latter by teams outside CnC).
• Predictive Monitoring & actions: Enhance Situational Awareness through developing strong understanding of Business events, Volume Trends, External Incidents, System changes, etc, to ensure business continuity and service level maintenance
• Proactively drive initiatives, improvements, etc using Monitoring capabilities and Process / business intelligence, & through engaging Group, GBS & Country CSG teams

People & Talent*

• Demonstrate appropriate culture and values and Here for Good attitude.
• Identify self-training needs and work through a plan for addressing them making use of available internal resources (and external resources, in need). Conduct training to other members of CnC on area of expertise to increase cross-knowledge and likewise learn from SMEs in other teams.
• Ensure and Job Objectives are updated for continued relevance.

Risk Management*

• Identify, assess, monitor, control and mitigate risks in Business Operations. Put in place appropriate controls and measures to continually gauge process health and to report any risks observed (including potential future risks) to the dept Risk Forum.
• Ensure internal process, standards and risk compliance (including security, regulatory and audit requirements) are met e.g. QMF, Riskwise, KCSA, PRA. Look for opportunities for continuous improvement.
• Compliance with all applicable rules / regulations of Group policies

Governance*

Build awareness of, and understand the regulatory framework in which the bank operates, and the regulatory requirements and expectations relevant to the role

Ensure Regulatory Compliance and customer data confidentiality. Effectively, 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 other applicable laws.

Take personal responsibility for understanding the risk and compliance requirements of the role. Understand and comply with, in letter and spirit, all applicable laws and regulations, including those governing anti-money laundering, terrorist financing and sanctions; the Group\xe2\x80\x99s policies and procedures; and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters. Abide with the Group\xe2\x80\x99s values and code of conduct to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations.

Regulatory & Business Conduct*

• Display exemplary conduct and live by the

. * Comply with the highest standards of regulatory and business conduct and practices as defined by internal and external requirements. Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group\xe2\x80\x99s policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.

• Ensure adherence with the highest standards of ethics. Comply with relevant policies, processes and regulations, as part of the culture.

Key stakeholders*

• Group & Country CSG Heads & their teams, Business COOs & their teams, GBS Heads, GBS Product Stream Heads, Group/Country L&C, Country Ops Heads, Group Head of CSG, other teams in CnC and ITO

Other Responsibilities*

• Maintain control during a Major Incident and in exceptional cases of lower severity incidents where necessary, by taking charge to set recovery priorities and establish engagement with relevant Business Users to drive resolution.
• Incident Handling / Coordination: For all Major Incidents and in exceptional cases lower severity incidents where necessary, act as key contact point in the CnC for Group / Hub / Country CSG teams to help to invoke the Major Incident Management process for major incidents and exceptional cases of lower severity incidents.
• Support Cash as well as Group / Country CSG, to be the Business Operations Representative for Incident Bridge, in conducting impact assessment and providing inputs to Major Incident Manager, identifying actions for ensuring business continuity & initiating actions through Country / GBS Ops
• Prepare a monthly reports that summarizes all the incidents that impacted the clients and Operations. Provides sound data-analysis and effectively drive the reduction of the number of incidents.

Role Specific Technical Competencies

• Analytical Skills
• Cash Product / Process Knowledge
• Client Servicing Skills
• Articulating Skills

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 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.

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