Job Description

Role Responsibilities Domain Capabilities Product / Domain Knowledge * Possesses interpretive knowledge on the domain and works from the operations and technology perspective. * To have e2e knowledge on the functionality of TP and workflow sy

Role Responsibilities Domain Capabilities Product / Domain Knowledge Possesses interpretive knowledge on the domain and works from the operations and technology perspective. To have e2e knowledge on the functionality of TP and workflow system relevant to the process handled. Complete understanding of risk points in CASA Product. Should have the skill set to identify the potential risk areas and put controls in the process handled. Provides guidance and clarification to others on processes and products. Socialization to the team on the changes in process on account of new product roll out / change in policy, etc. Explains how processes and policies apply to work activity. Should ensure the process note and policy documents are in sync with the practice followed by team. Obtains feedback, develops or recommends changes to policies and procedures. Analyze / Get feedback from the team on the existing policies and any changes to the current practice should be highlighted to country / PDU team. Handles exceptions which are complex, is able to judge to a fair degree the consequences of the exceptions. An awareness of linkages with other products / process, linkages with various systems, hub resources and country resources. Should possess the skill set to do a comparitive study on the process / approach handled at different countries and adapt best practice. Able to relate how each one of it impacts and correlate to each other. Process Management Identify and eliminate process waste (excessive movement and transportation, wait time, defects, underutilized people / resources and non value-added processing steps). To conduct process review to eliminate the non-value added processing steps. Review the process e2e and update in the share point for any further opportunity / defects in the process. Assess process health through key metrics. To perform periodical KCSA checks to ensure on process adherence. Analyses and remedies inefficiencies in processes. Ensure updated DOI&rsquos and end to end system / process manual on a regular basis. Advises on multiple processes and trains staff. Instil in team the sense of urgency for change. Makes decisions on area of control and can identify issues that need to be escalated. Compliance - Ensure Bank&rsquos compliance obligations (Statutory / Group / Local Authorities including submission of returns) are met by the team. Ensure that all procedures laid down in the Department Operating instructions and the Key Control Standards/Money laundering are adequately followed. Keep Manager and other Unit Managers informed about any irregular and suspicious application processing. Capacity Planning Able to plan and assess capacity requirements, and then agree and articulate a recommended capacity plan. Measure cycle time for all product processes and their key underlying steps. Uses tools to report capacity status and issues. Identifies critical paths and dependencies clearly. Aware of impact of prioritizing work at any given point in time. Exercises capacity planning within immediate area, such as, peaks and troughs in work load, planning leave, seasonal factors. Develop volume forecasts at sub-product level. Use these forecasts to optimally deploy the resources. Intra-day volume pattern should be known. Operational Risk Management Analyses, interprets and monitors operations risk (through reference to key risk indicators) and presents an assessment of the these in an appropriate format. Recognizes potential issues and escalates them with recommendations. Measures and monitors risks of the team. Follow plan to mitigate the same and measure output. Able to put in preventive and detective controls. Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit. Behavioural Capabilities Precision Accuracy Executes tasks and assignments accurately within team and self. Possesses ability to differentiate between quality and excellence in the real time BAU activities. Able to provide solutions and ideas to bring down errors. Create an error free culture by leveraging behavioural recognition, system requirements and other pressure points. Create a collaborative mindset towards driving quality work. Client Centric Instils a strong internal and external customer mindset in the team by setting service quality standards. Takes ownership of team goals in addition to their own. Understands customer&rsquos requirements, able to apply them and guide others. Understands the relative strength of each customer segment&rsquos priorities and requirements. Able to generate and implement improvement ideas for error free processing and better customer service. Able to initiate contact with customers to create a network with customers and seek feedback on service. Is able to serve customer within boundaries of policies and procedures without compromising on mandated procedures / change process model. Communication Clearly articulates and confidently expresses ideas and arguments. Listens well and offers positive and creative solutions. Ability to communicate in a collaborative manner without conflicts. Be able to give open and honest communication to demonstrate ethical leadership with integrity. Demonstrates presentation skills. Problem Resolution Proactively identifies problems and promotes solutions. Addresses conflicts and errors quickly before they escalate. Understands some basic concepts in managing problems and able to apply them in own areas of work. Determines the significance of problem Collects data, distinguishing between relevant and irrelevant data related to problem. Managerial Capabilities Stakeholder Management Able to put forth areas of concern and assistance required from Countries for improvement in operations. Understands concerns and needs of the stakeholdersAsses ones work and processes by their impact on stakeholder's concerns. Being able to give confidence to stakeholders that their interests are protected. In the event of any unforeseen incidents, proactively manage flow of information to stake holders and reassure with concrete steps that all in control. People Management Understands basic people management skills concept. Able to lead, motivate and develop a small team. Negotiates and agrees performance agreements with employees. Regularly reviews, both formally and informally, individual and team performance. Able to provide objective feedback to team members, and suggest how knowledge, skills, behaviour and performance may be improved. Provides regular performance and skill coaching as part of the feedback process. Facilitates collaborative problem solving and decision making with the team. Provides clarity to team on what excellence means for their roles. Builds strong individual engagement with team members. Uses and manages HR systems as a management tool. Able to promote the team's morale. Change Management Develops procedures for change and ensures that they are effectively documented and communicated to allAble to drive change and provide constructive feedback. Demonstrates a positive attitude and commitment to change and instils in teams the sense of urgency for change. Supports managers on the effects of change within their teams / processes through consultation and facilitation. Uses tools specified to facilitate change. Project Management Openness to new ideas and viewpoints Understands the need for projects / initiatives and contributes to the progress of the project. Has oversight of the purpose and status of the projects to ensure the overall project goals are likely to be met. Data Analytics Ability to decide based on the available information in hand to recommend decisions. Understanding the data points how it matches / breaches the rules. Analysing processing volumes to bring out trends and patterns. Identifying the key information required from other sources. Co-relate all the inputs, analysis and summarize the findings. Able to analyse the trends and patterns in the unit (Volume, capacity, performances and errors). Strategy Formulation and Implementation Understands the strategies and priorities of the organization. Able to execute given actions that will contribute towards achieving business strategies. Our Ideal Candidate 5 years of experience with the following skills sets People Management Skills. Stake Holder Management Communication skills Decision Making Roles Specific Technical Competencies Roles Specific Technical Competencies Addressing Customer Needs Anti-money Laundering Policies and Procedures Bank Account Features and Services Customer Interaction Digital Transformation Customer Support Policies, Standards and Procedures Effective Communications Portfolio Management for Retail Bank 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. 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. Visit our careers website