Manager, Operations, OneTPRM Service Delivery

Job Summary

This role is to support the IGA team to support the transition to the new platform; TPRM. This role ensures seamless operations by coordinating cross-functional support, monitoring service delivery performance, resolving issues promptly, and implementing process improvements. The Manager will also be responsible for knowledge management, team development, and driving operational efficiency.

Key Responsibilities

• Lead and manage the Operations Support team, ensuring effective handling of queries, escalations, and support activities.
• Serve as the primary escalation point for operational and service delivery issues, providing quick resolution and minimizing business disruptions.
• Coordinate with internal teams (Operations, IT, Compliance, Vendor Management) to resolve cross-departmental issues.
• Oversee preparation of operational reports, dashboards, and performance metrics to track service quality and efficiency.
• Identify process gaps and drive continuous improvement initiatives to enhance operational effectiveness.
• Manage and maintain knowledge repositories, standard operating procedures (SOPs), and process documentation.
• Provide guidance, coaching, and training to team members to ensure high-quality support delivery.
• Ensure compliance with regulatory requirements, internal policies, and industry best practices.
• Support change management initiatives, system migrations, and process enhancements.
• Foster strong stakeholder relationships, ensuring service-level commitments are met and exceeded.
• Problem-Solving & Decision-Making : Analytical and resourceful, with a focus on solutions.
• Communication : Excellent verbal and written communication skills for effective stakeholder engagement.
• Operations Knowledge : In-depth understanding of operational workflows, service delivery, and query management.
• Project & Process Management : Skilled in streamlining operations and implementing process improvements.
• Technical Skills : Proficiency in MS Office Suite, reporting tools, ticketing systems, and knowledge management platforms.
• Stakeholder Management : Strong ability to collaborate with internal and external teams.
• Adaptability : Ability to work in a fast-paced, high-volume environment while managing competing priorities.
• Attention to Detail : Strong organizational skills with a focus on accuracy and quality.

Skills and Experience

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. 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 :

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.

Recruitment Assessments

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