Job Description

Job Summary
Manager - Operations Performance & Planning, is responsible and accountable for owning and delivering end-to-end, best-in-class for servicing and transacting client journey for WRB clients in AME/E with core focus to support in managing performance, initiatives across AMEE , along with Project management to support delivering key initiatives and OKR's
Basic needs for the role as below:

• Self-Starter
• Knowledge on WRB products and services
• Worked on roles that are closely matching with the servicing and transacting activity space is preferable.
• Technical Skills - Knowhow on RLS, CARDS 400, eBBS and other WRB systems
• Soft Skills - Good communication skills (Written and Verbal), stakeholder management, out of box thinking, adapting to NWOW, change management, basic understanding of financial and budgeting.
• Alignment to the overall strategy - Zero touch process, digitization, cost to serve, Hubbing potential, sustainability "Accelerating Zero"
• Knowledge on Risk management framework and Governance in preferred

Key Responsibilities
Business

• All WRB Products

Processes

• Adopt DWD and the other principles as communicated by the Group COO such as having an End-to-end client focus, commitment to real time and high-speed processing, quick decisions, etc.
• Implementing and driving the client journey objectives to WRB strategic agenda
• Driving defined strategy/ scorecards/ objectives in areas of competitive advantage in the service and transacting domain (including change management within the domain)
• Drive and Embed digitization principles in redesigning for straight - through-processing whenever possible
• Adopt existing and future process and technology initiatives and deliver outcome on standard metrics / scorecard for servicing and transacting, e.g. productivity, accuracy, service levels, losses/lapses, issues and ORF related to service and transacting
• Achieve high productivity and efficiency thereby resulting in improved service quality and a high level of client experience by maintaining a strong stakeholder management across functions to deliver end state process. This includes prioritizing initiatives and decisions related to the process.
• Closely work with WRB Products & Client Journey Head / WRB COO to agree and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
• Highlighting and resolving trade-offs between competing priorities by escalating to Regional Head, S&T, WRB AME/E & COO, WRB UAE

People & Talent

• Responsible for driving appropriate culture and values within the team. Working in collaboration with risk and control partners across all functions to effectively embed a strong culture of risk awareness and good conduct for the WRB
• Sound knowledge of financial documentation, general banking law and practices.
• Exposure to procedure improvement techniques and hands on experience in re-engineering exercise.
• Be conversant with operational risk management techniques.
• Strong communication & interpersonal skills

Risk Management

• Knowledge on Risk management framework and Governance in preferred

Governance
Illustrative processes but not limited to the below:

• Support Regional Head, S&T, WRB AME/E & COO, WRB UAE on cost management and delivery of efficiencies across AME/E
• Establish & track key performance metrics and create insights to drive efficiency transformation actions on Cost target, Headcount, Business Efficiency, Volume & Productivity
• Manage project deliveries relating to programs owned by Service and Transformation journey within timelines and allocated budget
• Follow the agile methodology to deliver outcomes in sprints & ensure robust project governance is followed by closely collaborating across teams and countries to achieve cost targets and highlight risks for mitigation and resolution with stakeholders
• Work across geographies, functions and teams to drive efficiencies by partnering with counterparts in Group, Regions and Countries in Business, Technology and Operations.
• Leverage on existing data and capabilities to increase efficiency, create capacity and manage costs.
• Responsible for handling Innovation Lab and ensuring Newsletters are published as per agreed timelines
• Produced monthly achievement reports, presentations and reviews as well as other financial reporting requirements for the senior management.
• Supported business needs for performance statistics and other capacity planning and production data requirements.
• Lead performance improvement initiatives on behalf of Regional management
• Maintain in-depth knowledge of market dynamics such as competitor analysis, market share, demographic trends, and growth projections.
• Identify business problems and provide recommendations for improvements.
• Understand business direction and needs and develop solutions, roadmaps and assessment of potential.

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.
• Lead 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.] *
• Serve as a Director of the Board
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)

Key stakeholders

• Across AME - Country WRB COO teams
• Across AME - Country WRB Products teams
• Across AME - Country WRB Finance teams
• Across AME - Country WRB BRM teams
• Regional AME SnT Head
• Regional AME WRB BRM
• Regional AME COO Risk & Governance teams
• Regional WRB COO
• Across AME - GBS GRU teams
• Across AME - GBS BAU teams.
• Across AME - PSS and Technology teams

Skills and Experience

• Business Facilitation
• Communication - written / Oral
• Manage Risk
• Manage Conduct
• Manage Stakeholders
• WRB Banking TP Systems
• Governance
• Problem solving and Analytical skill

Qualifications

• Education Graduation
• Training WRB products & Process knowledge
• Certifications Excel and power point skills
• Languages English - Good Written / Oral communication

Competencies
Action Oriented
Customer Focus
Manages Ambiguity
Decision Quality
Strategic Mindset
Technical Competencies: This is a generic competency to evaluate candidate on role-specific technical skills and requirements
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.

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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