Job Description

Role Responsibilities

Job Summary

• The role holder is responsible for delivering best-in-class servicing and transacting client journey for Secured Lending product operations for Consumer and Business Banking for Mortgages, Auto loans and Banca product servicing.
• Driving ideation thru working closely with business partners around innovations and enhancements to digitisation and emerging technologies that give real time decisive client outcomes.
• The role holder is expected to keep abreast with latest developments in the local eco-system in the relevant domain vis-a-vis the MAS regulations and directly engage the law firms, dealers, insurance companies and visit LTA whenever required to assist resolving client issues and complaints.
• Candidate is also expected to actively participate in product discussions to provide inputs from servicing perspective and support the roll out of all change management initiatives through GBS including that of tech related enhancements related to processes, risk and info security management, etc.
• The role holder will also represent Ops in the incident management forum to handle service recoveries during any mass incidents in the relevant areas of work.
• Responsible for review of services in accordance to the service level agreement signed with offshore centres or third-party suppliers for provision of services.
• Responsible for prompt escalation of issues, reporting of breaches etc for early resolution.

Strategy

• Drive culture of continuous improvement through adopting new ways of working.
• Drive seamless change delivery through effective project management and business support.

Business

• Mortgage and auto loan servicing.
• Risk management.
• Outsourcing management.

Regulatory and 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 the Group. This includes understanding and ensuring compliance with, in the letter and the spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve relevant risk matters.

Key Stakeholders

• Product / Business
• Risk Groups (Business Risk, Information and Cybersecurity, Data Protection)
• Outsourced partners
• Supply Chain Management
• Legal and Compliance
• Third Party Risk Management
• Finance

Our Ideal Candidate

• 3+ years of Retail bank Operations experience in Singapore / ASEAN region in credit card operations specialising in the areas of credit card set ups, cards schemes / payments eco system, chargeback / dispute resolution, rewards points processing, etc.
• Experience in managing projects / change management in the related domain will be an added advantage.
• Awareness about applicable regulatory requirements will be an added advantage.
• Passionate about client experience.
• Highly organised with good communication skills.
• Proven stakeholder management capabilities.
• Able to work and learn quickly in a fast paced and dynamic environment.
• Prepared to commit for the long term - We are developing the individual for the long term.

Role Specific Technical Competencies

• Financial Services Industry
• Process Improvement
• Process Management
• Regulatory Environment - Financial Services
• Retail Banking Services

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.

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