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.

Product / Domain Knowledge

• Sponsors and develops (e.g. coaches, mentors) key employees to build bench strength and ensure adequate succession planning
• Ability to ensure people engagement as evidenced by My Voice. Ability to negotiate performance ratings and have courageous conversations.
• Ability to work with matrix reporting relationship
• Develops short and long term career development plans with employees
• Builds teams using appropriate structures e.g. cross-functional, project team
• Successfully identifies, develops and retains talented individuals. Allocate resources effectively to maximize efficiency and effectiveness of a unit
• Ability to demonstrate integrity and encourage positive self regulation of ethical behaviour.
• Develops and implements strategies to build the capability and performance of employees at team and Business Unit levels
• Uses diversity as a strategic tool for business

Change Management

• Able to contribute to the design of business process change and facilitate the changes required
• Creates clear accountability for change in measurable terms and integrates it into performance management
• Clearly communicates and develops shared reasons for change initiatives, mobilizes commitment, introduces changes to systems and structures and actively monitors progress
• Analyses and evaluates the success, failure and risk in the change process at a business or country level
• Able to convince others of the need to change and instill in team the sense of urgency for change.

Project Management

• Good understanding of project management concepts
• Able to lead a large-scale project team
• Able to interact with parties outside the team to pursue actions and able vary actions , change directions depending on progress of the project without compromising project deliverables
• Able to liaise with all stakeholders and teams working on the project in terms of influencing project outcomes
• Ability to initiate projects by projecting cost benefit analysis
• Optimizes performance across the program value chain, functionally and technically.
• Conducts ongoing analysis of the project so that each investment can be monitored for its relative contribution to business goals.

Financial and Budgetary Management

• Applies internal financial processes/systems effectively (e.g. planning expenses and allocating funds appropriately, processing invoices, control)
• Takes a stand on control reports and justifies deviations from budget
• Ability to contribute ideas to influence trends which create sustainable cost advantages and scale efficiencies

Data Analytics

• Ability to analyze the complex information in hand and identify risks involved which could have been overlooked / camouflaged
• Able to analyze the trends and patterns in the unit (Volume, capacity, performances & errors)
• Able to interpret the ratio analysis of the key elements in the units
• Ability to read and interpret the system reports to identify any out of pattern trends in the units / system
• Ability to provide information / suggest based on the trends & pattern analysis for system / process enhancements.
• Ability to evaluate data using analytical and logical reasoning to examine each component of the data provided for the purpose of drawing conclusions to help decision making.

Strategy Formulation & Implementation

• Has a good understanding of what the strategies and tactical goals of the organization are
• Able to execute given actions that will contribute towards achieving business strategies
• Provides ground level inputs to fit for purpose plans and upward feedback as a reality check for implementation
• Able to drive business goals among team members as per action plan and timelines percolated down
• Builds informal relationships across units to ensure best implementation processes are used and to reduce duplication

People & Talent

• The Role Holder Will Need To
  • Champion and act as a role model of the Group’s values and culture in the region
  • Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardized metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes.
  • Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
  • Employ, engage, and retain high performance people, to maximize the success of design and delivery, with succession planning for critical roles.
  • Ensure team structure/capacity is reviewed to enable delivery of client outcomes.
  • Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.
  • Develop a team structure to meet the needs of all stakeholders in line with Operations expectations
• Risk Management
  • Familiarize with Group Operational Risk, Group Money Laundering Prevention and other Policy and Procedures to the extent applicable.
  • Comply with all applicable rules / regulations and Company & Group Policies.
  • Ensure adherence to all SLAs and proper updating of all logs such as TAT, system downtime, errors and exceptions log.
  • Carry out BCP tests, continually review and upgrade effectiveness of contingency measures
  • Ensure compliance with all zero tolerance areas at all time
• Governance
  • Demonstrate an awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
  • Deliver ‘effective governance’; capability to challenge colleagues effectively, or escalate appropriately; and willingness to work in an open and cooperative manner with all
• 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.
  • Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Uphold the values of the Group and Company at all times

Key Stakeholders

• Country, Group and GBS stake holders and management teams
• Regional and Country Client Journey Heads, COOs and RB COOs
• Finance Control, Transformation and Technology teams
• Product Engineering teams
• Product Risk Management, G & C
• Allied support functions

Skills And Experience

• Operations Management
• Financial accounting

Qualifications

• Deep knowledge in lending/Cards operations function a must.
• Subject matter expertise in cards / payments space

Behavioral 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 behavioral recognition, system requirements and other pressure points
  • Create a collaborative mindset towards driving quality work
• Client Centric
  • Takes ownership of team goals and organizational goals in addition to their own
  • Good understanding of customer’s requirements and what’s generally offered by other similar set-ups.
  • Able to generate improvement ideas from indicators and drive the team to achieve same.
  • Is able to network with customers and able to manage expectations
  • Is able to serve customer with high quality service within boundaries of policies and procedures without compromising on mandated procedures and able to convince customers on exceptions
  • Is courageous to communicate to the customer on negative trends of service and actual root causes
• Communication
  • Shares critical information in a timely and effective manner
  • Possess ability to understand differences in the target audience and accordingly modifies the communication style across differing cultures.
  • Possess negotiation skills to achieve common goals.
  • Be spontaneous in communication and handle criticisms effectively
  • Displays ability to train on communication skills
• Problem Resolution
  
  • Able to identify and highlight both obvious and underlying problems and identify/implement actions to resolve same.
  • Able to guide team members in managing problems and apply controls to minimize recurrence
  • Able to handle conflicts through negotiation, collaboration and accommodation
  • Uses tools such as flow charts, Fish Diagram, etc to disclose meaningful patterns in data
  • Be sensitive to cultural differences so that there are no conflicts based on diversity
  • Drives an environment for finding solutions
  • Take courageous decision
  • Mentors others to be solution oriented
  • Involve stakeholders in managing issues
  • Risk Takers and push back, when warranted