Job Description

Job : Retail Banking
Primary Location : Asia-Singapore-Singapore
Schedule : Full-time
Employee Status : Permanent
Posting Date : 10/Apr/2023, 12:10:44 AM
Unposting Date : 24/Apr/2023, 5:59:00 PM


Role Responsibilities
Branch Operations

• Take the lead to foster a strong compliance culture by taking ownership of inculcating the desired conduct, values and behaviours
• Take the lead to foster a strong risk and control culture and drive risk and control awareness to all the frontline job families.
• Drive and support process re-engineering to remove duplicate process steps and ensure a smooth Branch/Hub operation for frontline job families to increase productivity.
• Deliver on expected branch cost reduction in line with the CPBB expectations and improve cost efficiency
• Drive innovation and digitization initiatives of the business and support all CPBB Transformation Journey.
• Provide leadership and support collaborative efforts across the network in country and across the region.
• Monitor compliance with business procedure and proper functioning of controls. Governance oversight to ensure adequate controls in place aligned with risk appetite and timely escalation of risks/events that may breach risk appetite.
• Ensure that Branch Operating Manual (BOM) is reviewed and updated in accordance to Global Process Standards for Branch Operations.
• Undertake audit and/or review socialization from Group to ensure no gap in all existing processes and/or to identify possible action plan to reduce any exceptions noted.
• Ensure succession planning is in place for all key positions in the frontline teams.
• Ensure re-skilling and up-skilling programs are in place to future-proof all roles.

Independent Sales Operations (IO)

• Ensure documents are reviewed in accordance with BSC requirements within the stipulated review time frame. All exceptions to be duly reported/escalated to Unit Heads, Business Risk team and Sales Governance if any risk observe.
• Ensure that remediations are done/follow up closely.
• Common errors/reworks have to be discussed during Monthly Service Review Meeting (SRM). Work closely with wealth P&P team and Business Risk Manager(s) on action plans (e.g,. conduct any refresher/training to the Frontline team).
• Drive the behaviour of \xe2\x80\x9cDO IT RIGHT THE FIRST TIME\xe2\x80\x9d and promote a culture of timely remediations.
• Facilitate any investigation required for customer complaints or escalations from Customer Assurance Unit (CAU).

Service Request Operations

• Drive and support all Email/Phone/MyRM acceptance initiatives and constantly review the new service request that can be included to promote better client experience. This is to drive higher paperless adoption.
• Constantly review the SLA for all open CEMS SR and investigate if SR is beyond SLA.
• Maintain and provide governance and oversight of the operations of the service request operations team.
• Ensure that all customer complaints are handled independently and promptly.

Outsourcing / contract managements

• Maintain and ensure oversight of the outsourcing arrangements within the branch operations team.
• Drive and complete the required annual due diligence for all arrangements.
• Take the lead and ensure that required Service Review Meetings are conducted within the required frequency and to review the service level with the vendor / partners.
• Ensure all contract renewals are discussed with Supply Chain Management Team before expiry.
• Explore opportunities to reduce cost (e.g., Consolidate multiple contract arrangements supplying the same service or negotiate to reduce cost per transaction/service).

System Owner and Self-Service Terminals (SST) Management

• As the Business Owner (BO) for WebCMS, RTOB \xe2\x80\x93 Green Branch and Project Atlas, yearly reviews will be triggered. To ensure that all profiles in these systems are revied and updated timely.
• Ensure all ICS risk related alerts on SST are escalated or remediated promptly with the support of Proximity Manager and Country Technology Team.

Governance

• Proactively identify, assess and review the performance of the staff, vendor and identify gaps, if any to increase operational effectiveness and efficiency.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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.

Key stakeholders

• Country Technology Team
• Onboarding Ops & Credit Initiation Team
• Country Business Risk Team
• Design Thinking & Process Improvements Team
• Wealth Process & Policy Team
• CPBB Product Team

Our Ideal Candidate

• 10 years\xe2\x80\x99 experience in Banking & Finance Industry and able to demonstrate good business acumen.
• Good communication, negotiation skills and can work independently with both internal and external stakeholders.
• Proficient in the use of Microsoft office tools.
• Able to maintain effective working relationship with various stakeholders.
• Ability to handle multiple projects/tasks effectively.

Role Specific Technical Competencies

• Anti-money Laundering Policies and Procedures
• Planning: Tactical, Strategic
• Process Management
• Retail Banking Services
• Regulatory Environment - Financial Services
• Fraud Detection and Prevention

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. Visit our careers website www.sc.com/careers