Senior Global Operations Officer

Senior Global Operations Officer

Standard Chartered
Not Specified
Not Specified

Job Description

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.
Role Responsibilities
Job Purpose

  • To assist the Vice President / Associate Vice President / Senior Manager / Manager / Associate Manager in the daily operations to achieve service quality by meeting/ exceeding service standards and achieving zero defect for Cash Management Operations, Loans/Deposits Operations & Account Setup/Maintenance i.e. Pre-processing, Processing and Clearing.

  • To discharge operational duties of Private Banking Operations as instructed by the Vice President / Associate Vice President / Senior Manager / Manager / Associate Manager and ensure that the established service standards are met

  • To perform specific duties as instructed by the Vice President / Associate Vice President / Senior Manager / Manager / Associate Manager in accordance to the relevant procedures, guidelines, instructions and standards set in order to meet the productivity and service standards set.

  • To support the development of the Private Banking Operations to meet local and business needs and more importantly in meeting the needs of the clients.

  • To implement quality initiatives and activities of the division in accordance to the Group&rsquos Quality System.

  • To provide support to all the products and services assigned to them.

  • To maintain a positive working relationship within the team and personnel of the other sections/divisions of the bank.

  • To highlight to the Vice President / Associate Vice President / Senior Manager / Manager / Associate Manager the training needs of any staff within the unit.

  • Participate in reviews of Operational Risks plus Legal & Compliance requirements along with the Manager and give inputs.

  • To undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls and suggest amendments as appropriate.

  • Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.

Key Responsibilities

  • Assist the Vice President / Associate Vice President / Senior Manager / Manager / Associate Manager in consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency / accuracy standards and good business processes / judgments.

  • Primarily process within the TAT agreed with CPC in the SLA and also other functions as requested by the Manager.

  • Assist the Manager in managing the cost budget allocated to the team by ensuring optimum utilization of available resources, implementation of creative cost-reduction solutions and minimizing wastage.

  • Assist in managing the operational risk of the team to avoid operational / reputational losses and ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company / Group.

  • Support the roll-out of appropriate quality management systems in the team to measure the qualitative performance of the team / individuals, facilitate improvement initiatives and help cultivate a &ldquoService Excellence culture among the team members.

  • Verify transactions processed by Officer and authorize those that fall within own-delegated release authority.

  • Checking of and/or approving customer instructions.

  • Assist the line manager in overseeing the daily operations of the team and contribute towards meeting the team&rsquos objectives.

  • Ensure that the set productivity targets (efficiency, accuracy, etc.) and processing turnaround standards are achieved (within own area of responsibility).

  • Contribute to the development of Officer and Senior Officer by guiding, coaching, motivating, supporting and assisting selected number of Officer and Senior officer.

  • Be guided accordingly and aware of the roles and responsibilities for money laundering prevention as stipulated in the Money Laundering Prevention (MLP) Group Policy, Money Laundering & Suspicious Transaction Guidelines for Cash & Channel Management, Suspicious Money Laundering Transaction Reporting Procedures and / or Monitoring Checklist, and Escalation Procedure for Suspicious Money Laundering Transactions.

  • Ensure due care and diligence is exercised on day to day operational matters relating to Money Laundering, check for Sanctioned countries and SR7, acquiring relevant knowledge and training thus, providing support to superiors and subordinates.

  • Conforming and adhering to the Team&rsquos risk profile, by following the guidelines / policies / procedures stipulated for Operation Losses, Escalation Procedures, CMS Policies, and reconciliation of outstanding items, scanning and end-of-day reports.

  • Comply with exceptions for Callback, Signature Verification and all PvB Operations in which respective role needs to be performed independently.

  • Any ad-hoc roles changes will require Head of Department or Manager&rsquos approval before assuming new role temporarily or permanently in line with segregation of duties.

  • Upholding the Values of the Group and Company at all times.

  • Assist Vice President / Associate Vice President / Senior Manager/ Manager/ Associate Manager in preparation of KCS / KCSA / KPI as per GOR Policy by providing necessary input thereby ensuring it is completed and submitted in time. All deviations / exceptions known are to be highlighted to the Vice President / Associate Vice President / Senior Manager/ Manager/ Associate Manager.

  • Participate in SLA review / DOI along with the Manager by giving inputs on process / timeliness / volumes etc thereby ensuring completion within the agreed time frame.

  • Operations loss to be minimized and brought down to &ldquoZero&rdquo.

  • To initiate and successfully follow up quality projects and productivity / workflow improvement reviews.

  • To help in the functioning of the other teams as and when requested by immediate Supervisor / Head, PvB Hub.

  • To support Asst Manager / Manager / Senior Manager / Head, PvB Hub, GBS in carrying out any special projects / task.

  • To help the Team / Unit in maintaining the cost budget as to be set up from time to time and to provide ideas for ongoing reductions.

  • To respond to the Incident Reports raised for any customer complaints /losses.

  • Handover and take over policy to be complied with.

  • Assist unit in carrying out the BCP test successfully and give the backup papers to Vice President / Associate Vice President / Senior Manager/ Manager/ Associate Manager for completion of Test plan.

  • Ensure that Physical access to Unit must be controlled and highlight to Vice President / Associate Vice President / Senior Manager/ Manager/ Associate Manager immediately on any unauthorized access.

  • Archival must be as per policy.

  • Non compliance and control weaknesses inherent in the selected samples are detected and duly reported.

  • Assist in sampling for preparation of KCS/ KCSA.

  • Maintaining robust controls and monitoring.

Key Measurables

  • Achieves the processing turnaround standards as stipulated in the Service Level Agreement between the dept. and various Spoke countries and meeting productivity standards in terms of processing efficiency and accuracy of output.

  • Meeting of own performance objectives and contribute in achieving the team&rsquos objectives.

  • Support the roll-out of appropriate quality management systems and achieving the quality objectives and standards set.

  • Coaching selected team members to achieve the desired level of productivity and competency.

  • Contributing ideas for improvement on processes, procedures, end-to-end processing, etc. to team management.

  • Need to process effectively on 1 primary country and in addition to that getting trained in 2 additional countries as part of cross training and effectively handle 100% of the cross trained process with zero tolerance.

  • Complete non-routine assigned task (e.g. testing, BCP) within the set deadline.

  • No complaints from customers related to poor and indifferent service attitude and discourtesy. To pick up calls by 3 rings using standard script and practice standard code of SQ one bank.

  • Zero operational write-offs. No transaction errors/operational losses through accurate processing or data input with effective control and risk management.

  • No major adverse findings from internal auditors or external auditors including quality audits.

  • Higher productivity as staffs understands and subscribes to total Quality concept.

  • Higher efficiency in processing and improved work procedure via continuous system enhancements and revised work procedures.

  • Focus and Discipline.

  • Build performance culture.

  • Customer Focused.

  • Living our values.

  • Non compliance and control weaknesses inherent in the selected samples are detected and duly reported.

  • Assist in sampling for preparation of KCS/ KCSA..

  • Maintaining robust controls and monitoring.

Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group&rsquos 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.

  • Leadto achieve the outcomes set out in the Bank&rsquos 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.

  • Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

  • Respective country representative that business supports.

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Job Details

We are a leading international banking group, with a presence in more than 60 of the world’s most dynamic markets. Our purpose is to drive commerce and prosperity through our unique diversity, and our heritage and values are expressed in our brand promise, Here for good.
Standard Chartered PLC is listed on the London and Hong Kong Stock Exchanges.

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