Senior Manager, Problem Management

Job Summary

Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports.

Assume the role of Problem Coordinator in the Problem Management process.

Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (ServiceNow ITSM) including :

• Problem Logging
• Problem Investigation & diagnosis
• Post Incident Review Evaluation
• Impact details Evaluation
• RCA stakeholders Identification
• Steer RCA meetings
• Root cause and RCA actions conclusion
• Risk identification and escalation
• Repeat Incident Analysis
• Participate in or lead Service Improvement Plans (SIPs)

Strategy

Able to articulate the Objectives of the Organisation and translate it into operational objectives for current role. Ability to look at the bigger picture of the business strategy.

Business

Candidate must be efficient in English business writing and elocutions. Must be able to listen efficiently and summarize Root Cause discussions in clear and impactful reports.

Have sound knowledge of Banking Industry in General in Retail, Transactional and Financial Market businesses.

Processes

Familiarity with Incident, Problem and Change Management processes.

People & Talent

Exemplary behaviours as individual contributor, team player and take leadership and accountability. Charter self-development plans understanding skills and areas of further development as part of performance planning.

Risk Management

Adhere to the KPIs, ORFs and SLA committed by the organisation.

Governance

Adhere to all aspect of data quality, governance of global processes, audit and assurance.

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.

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

Key stakeholders

As designated in this global coverage role.

Skills and Experience

Problem Management Process, Known Error Database, Regulatory Guideline, ServiceNow Tool, Incident & Change Management, Business Writing and Elocutions, Technology Infrastructure – Operating Systems (UNIX, Windows), Database, Network and Cloud.

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.

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.

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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