Job Description

The Role Responsibilities
This role is responsible for Singapore Retail Operations, supporting business needs, growth and to improve overall operating efficiency. It is also responsible for executing projects involving or driven by WM Singapore Operations.
Strategy

• Understand business strategy, value proposition, client value proposition, income, revenue, cost, risk optimisation, capital implications, including risk return reward ratio.

Business

• Enable and encourage continuous improvement initiatives for delivering end to end superior client experience and value proposition for both client and bank.
• Client obsession and identify strategic opportunities for transformation of service standards
• Support and lead change initiatives and provide feedback for change proposals.

Processes

• Review processes and key risks items to identify gaps and implement relevant controls.
• Leverage, experiment and use innovative technology solutions to deliver best in class service to our clients.
• Partner respective businesses in developing product roadmap, work closely with group Wealth Management Operations team to operationalize and ensure that the underlying processes are fit for purpose.

People & Talent

• Ensuring talent on boarding and retention with succession plan in place for key roles and maintaining healthy bench-strength and leadership pipeline and attrition management.
• Ensuring framework for objective performance assessment of all team members.
• Ensuring right-skilling and training among team members.
• Enabling a conducive environment for teams to work in.

Risk Management

• Proactive identification, preventive control and mitigation of key process/ operational risks.
• Strong detective controls and continuous learning and fixing from risk incidents
• Ensuring timely reporting of risk items as per the Group Risk Management Framework.
• Drive risk management initiatives across the unit to achieve minimal or zero breaches.
• Ensuring adherence to all Group Policies and Procedures and adequate training to staff to ensure compliance at all times.
• Ensuring business continuity strategies are in place and tested at regular intervals as per standards agreed

Governance

• Ensure that processing operations for the Singapore business across Retail Wealth achieves a high level of accuracy, integrity and completeness.
• Ensure quality and timeliness of Service Delivery - TAT and accuracy in the delivery of Wealth products.
• Close governance and oversight of GBS operations related to respective product portfolio and/or segment to ensure that key service level metric is met.
• Manage SRMs and JSR forums, discussing service trends, key business strategies and risks and remediation actions to be taken.
• Serves as an escalation point for Business and GBS on issues. Provide guidance on issue reporting, remediation and follow up till closure.

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 Singapore Retail Operations 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Unit Head
• Internal departments officers/ staff
• Singapore WM Business Heads
• Support Function Leads - HR/ Finance/ Tech/ BRM
• GBS India and Global Teams

Our Ideal Candidate

• 12+ years of experience in Operations within banking & financial industry
• Experience in Private Bank/Wealth Management operations is preferred
• Experienced in managing and influencing stakeholders at senior levels.
• A proven track record managing successful outsourced teams.
• Excellent stakeholder engagement skills
• Knowledge in the subject of performance management, governance and oversight of outsourced teams
• Good communication skills - oral, written and presentation

Role Specific Technical Competencies

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