Service LeadStandard Chartered • Kuala Lumpur, Kuala Lumpur, Malaysia
Service Lead
Standard Chartered • Kuala Lumpur, Kuala Lumpur, Malaysia
30+ days ago
Job descriptionAwareness 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 assign to support Australia / Vietnam / Pakistan / UK / US country People & Talent 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 polices Ensure root causes reports relating to operational incidents are completed in line with the Banks policies including meeting of all reporting time lines. 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 elevate Risk Issues as per Enterprise Risk Management Framework (ERMF) Policy. Governance 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) Regulatory & Business 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. Lead to achieve the outcomes set out in the Bank’s Conduct Principles Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters. Serve as a Director of the Board Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association Other Responsibilities Key stakeholders 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 supporte Education : Bachelor Degree In Banking / Finance Languages : Advantage To Read, Write And Speak Mandarin Have Banking Operations / Finance experience with minimum 3 years of people / team management exposure. The incumbent should have worked in the Financial Services sector for around 5 years. Also should have fair knowledge on lending products and processes. Risk Management and Control : – the ability to identify, assess, monitor, control and mitigate risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them Governance, Oversight and Controls : – the ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas Passion to lead people and provide direction and focus to team members 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 Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations. Time-off including annual leave, parental / maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.
Strategy
- Awareness and understanding of the Group’s business strategy and model appropriate to the role
Business
Processes
Key Responsibilities
Lead through example and build the appropriate culture and values
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.
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Embed Here for good and Group’s brand and values in GBS Malaysia / Financial Markets / Global Lending Services
Peers, Subordinates in GLS Malaysia, other GBS locations and Lending Operations
Qualifications
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.
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Lead • Kuala Lumpur, Kuala Lumpur, Malaysia
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