Services Lead

Overview

To process / manage the operations and functions of multiple countries under Global Lending Services (GLS) lending product; ensuring consistent delivery of high quality services to customers and meeting objectives set by the Group using available resources allocated while maintaining operational risk to an accepted level.

Key Responsibilities

• Strategy

Awareness and understanding of the Group’s business strategy and model appropriate to the role

Awareness and understanding of the wider business, economic and market environment in which the Group operates

Ensure that the BCM framework has been implemented. Ensure BCP / BIA is in place and tested at required periodic intervals

Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions

Support strategy to streamline processes, enhance productivity, reduce risk, improve controls, and leveraging technologies

Ensure all the process exceptions are within the laid down group policies and procedures

Support lending loan product for multiple countries.

Able to work and support for different time zone if assigned to support Australia / Vietnam / Pakistan / UK / US country.

Lead through example and build the appropriate culture and values

Employ, engage and retain high quality people such that GLS is skilled and experienced to deliver its obligations

Ensure the provision of ongoing training and development; ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risks

Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm

Ensure effective succession and back-up plan in place for all key positions

Proactive in seeking regular assurance that the teams are performing to an acceptable risk and control standard within the GBS hubs

Act quickly and decisively when any risk and control weakness becomes apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees in line with the banks policies

Ensure operational incidents (losses or near misses) and client complaints are logged in accordance with relevant policies

Ensure root causes reports relating to operational incidents are completed in line with the Banks policies including meeting of all reporting timelines. This includes the implementation of any appropriate process and control changes to minimise the probability of a re-occurrence.

Where client complaints occur, be responsible for the resolution of that complaint, performing appropriate root cause analysis and striving to ensure that the issue is resolved in a timely manner and to the client’s satisfaction, and reasonably cannot occur again.

Ensure any issues are escalated to the Head GLS, GBS in a timely manner. Refer to GLS Escalation Matrix for guidance on issue escalation and timeline.

Identify and escalate Risk Issues as per Enterprise Risk Management Framework (ERMF) Policy.

Embed the Group’s values and code of conduct in GBS GLS to ensure that adherence with the highest standards of ethics and compliance with relevant policies, processes and regulations among employees form part of the culture.

Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.

Ensure compliance with internal Outsourcing Policy and Procedures whilst also adhering to local regulatory rules

Manage the GBS GLS Malaysia budgets, seeking operational efficiencies

Ensure the appropriate Service Level Agreements (SLAs) are in place and Journey Service Review Meetings (JSRs) have representation of GLS, GBS Malaysia and items as per Terms of Reference (ToR) are tabled for discussion for outsourced processes and activities

To always strive to have a positive Voice of Customer (VoC).

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.

Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Key stakeholders

Peers, Subordinates in GLS Malaysia, other GBS locations and Lending Operations; Peers in other units in GBS; COO Lending and the Management Team; Technology teams supporting ACBS, e-Ops and eBBS; Business stakeholders and Country Process Owners for the countries supported

Other Responsibilities

Embed Here for good and Group’s brand and values in GBS Malaysia / Financial Markets / Global Lending Services. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); Participate & encourage participation in CSR Initiatives

Qualifications

Skills and Experience

Role Specific Technical Competencies

Competencies

Action Oriented Collaborates Customer Focus Gives Clarity & Guidance Manages Ambiguity Develops Talent Drives Vision & Purpose Nimble Learning Decision Quality Courage Instills Trust Strategic Mindset

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 170 years, we\'ve worked to make a positive difference for our clients, communities, and each other. 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 :

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

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