Job Description

Role Responsibilities

The role of Channels Enablement is responsible for:

Defining the Channels Strategy for Trade clients, with a strong focus on digital capabilities that will help drive Straight Through Processing. The holder of the role will drive the definition of a cohesive and accretive strategy alongside our stakeholders to ensure that clients and the Bank both benefit from these channels

Channels for Trade include, amongst others, the following:

• S2B
• InfoManager
• TrackIt
• Digital Trade Counter
• Over the Counter
• Email
• Phone
• Fax

Strategy

Targeted Improvements

• Act as the key representative for Trade Services and work together with Clients, DCDA, Product, and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients
• Deliver excellent service for our clients by ensuring that our channel partners are working towards agreed service standards, delivery standards, and resolution of channel issues in a timely manner

Automation and Streamlining

• Ensure uniform approach and drive continuous improvement for our channel strategy based on key principles of \xe2\x80\x9cRight information at the right time\xe2\x80\x9d, and \xe2\x80\x9cGo digital and drive straight through processing\xe2\x80\x9d
• Drive operational efficiency and effectiveness by ensuring proper deployment and commercialization of channels and its subsequent enhancements

Training & Commercialization

• Guide teams on commercialization initiatives, including channels like TrackIt or Fax Decommissioning, across all 38 countries for Trade Client Service
• Provide quality support and advice to global Client Service teams on all channels-related matters, including working with Channel partners to ensure proper training of Client Service teams to build channel expertise
• To deliver excellent service and advice to our Corporate, Commercial & Institutional Banking (\xe2\x80\x9cCCIB\xe2\x80\x9d) Banking and Business Banking (\xe2\x80\x9cBB\xe2\x80\x9d) clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues

Processes

General

• Own and drive execution of changes and enhancements, working closely with stakeholders and the value chain to deliver excellent client service, getting channels to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
• Adheres to first-time-right principles
• Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
• Undertake ad-hoc duties and when delegated by Line Manager and Country Heads of Trade Client Service

Enablement - Activation of Digital Channels

• Ensure activation processes follow principles of #Easy2Bank, allowing clients to self serve in a logical manner as much as possible; challenge existing activation procedures to ensure that clients will choose our channels, thereby #WinningThroughService
• Perform relevant activation activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems
• Deliver excellent service and advice to our CCIB and BB clients in all interactions for their Straight2Bank channel activation, training, and other channel related issues

Servicing - Static Data Maintenance, Offboarding

• Design feedback loop to ensure and enforce relevant static data maintenance are captured appropriately by digital channels (e.g. InfoManager alerts not sent to clients due to wrong email address)

People & Talent

• Provide effective orientation /guidance to global Client Service teams on the bank\xe2\x80\x99s servicing channels\xe2\x80\x99 policies/procedures/processes to ensure their successful assimilation into the team and the bank
• Develop and implement a personal learning plan with team manager, to attain necessary competencies
• Successfully complete milestones as laid out in personal learning plan

Risk Management

• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
• Ensure a clear and uniform approach towards channels strategy and implementation and its related processes, and adherence to DOIs
• Report any deviation (if any) to appropriate authorities and obtain proper dispensations
• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework

Governance

• Ensure correctness of documentation prior to any dispensation from the Bank
• Ensure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirements
• Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls
• Highlight significant issues/errors to team leader

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s Valued Behaviours and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: Financial Crime Prevention; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Internal

• Head & team members of Trade Services and Trade Client Services
• Head & managers of GBS
• TB Product Management
• DCDA and Business Technology
• IMO functions Front Office & Middle Office
• Other Operations Functions
• Other Functions (HR, Finance, Legal & Compliance, Tax)
• Audit and investigations

External

• Customers
• Vendors
• External consultants
• Bank Audit / Accounting firms
• Local and Regional Regulators

Other Responsibilities

• To identify and highlight Continuous Improvement initiatives in simplifying the processes, procedures.
• To identify & highlight standardization opportunities.
• To actively participate in the C3 initiatives.
• To enthusiastically participate in the Quality initiatives of the organization and achieve expected results in the work place.

Our Ideal Candidate

• 10+ years\xe2\x80\x99 experience in Channels & Platforms in Banking operations
• Experience in Transaction Banking from either cash or trade background would be preferred
• Experience in Channels of Trade like S2B, InfoManager, TrackIt, Digital Trade counter, Over the counter, Email, Phone, Fax, etc. would be an advantage
• Experience in driving execution of changes and enhancements, working closely with stakeholders and the value chain to deliver excellent client service, getting channels to the point of ready-to-transact as quickly as possible, across both simple and complex cases
• Data analytics experience would be a plus

Role Specific Technical Competencies

• PowerPoint presentation
• Excel \xe2\x80\x93 data analysis
• Writing skills for internal comms
• Communication skills - internal / external

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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