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Lead - CM Orchestration

Lead - CM Orchestration

Standard CharteredKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Overview

Job Summary

The role is responsible for the leadership and proactive management of the team and delivering the highest quality support to country Client Management and Business. Drive targets across the team, ensure collaboration with internal stakeholders to deliver excellent client service, move clients to ready-to-transact quickly within agreed service levels including turnaround times, productivity and quality. Ensure alignment among the Orchestration Client Management (OCM CoE) team, country Client Management and Business with regular engagement regarding priorities, issues and gaps. Perform orchestration across processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support) for the portfolio supported. Drive continuous improvement of operational efficiency and effectiveness of processes to increase consistency of systems and processes.

Strategy

Targeted Improvements

  • Engage a wide range of internal stakeholders to streamline processes and implement changes.
  • Act as a service partner, working with Client Management, RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for clients.
  • Deliver excellent service against agreed service standards, delivery standards and minimal error rates as appropriate.

Automation and Streamlining

  • Monitor the efficiency, effectiveness and quality of operations and provide corresponding actions for improvement with respect to changing business or customer needs.
  • Accelerate the shift to digital and ensure the digital value proposition aligns with clients’ needs and preferences.
  • Drive continuous improvement of operational efficiency and effectiveness of processes to increase consistency of systems and processes.
  • Drive adoption by the team of the latest tools and techniques to improve performance.
  • Adhere to changes in line with the Client Management and OCM CoE destination model and DOIs.

    • Business

  • Fully understand the CIB business strategy and leadership expectations and ensure activities within the team are managed in accordance with the Bank’s strategic focus.
  • Ensure alignment among the OCM CoE team, country Client Management and Business with regular engagement regarding priorities, issues and gaps.
  • Lead and proactively manage the team to deliver the highest quality support to country Client Management and Business.
  • Support country Client Management on regulatory and audit requests.
  • Maintain good working relationships with Business Units, Finance, Risk, Technology and Operations.
  • Undertake ad-hoc duties as delegated by Line Manager.
  • Identify process improvement opportunities and work with management to implement changes.

    • Key Responsibilities

    Processes

    General

  • Deliver quality support, risk management, efficiency and effectiveness as per agreed standards & metrics.
  • Drive targets across the team and ensure collaboration with internal stakeholders to deliver excellent client service within SLA including turnaround times, productivity and quality.
  • Ensure work performed by the team is error-free with no operating losses and adheres to first-time-right principles. Contribute to BAU productivity at high standards and minimal rework.
  • Manage document inventory, ensuring processes are in place and consistently adhered to by the team to enable timely retrieval.
  • Drive robust operating rhythm across the team, allocating resources for simple vs. complex / critical activities to deliver best client outcomes and bank results. Proactively plan capacity by forecasting volumes and measuring cycle times.
  • Identify process and service improvement opportunities and implement changes; facilitate transfer of best practices.
  • Drive implementation of change initiatives.
  • Ensure appropriate internal resources, systems, procedures and controls are in place and operating effectively.
  • Resolve escalations from the team.
  • Support country Client Management to adhere to the “once to client” rule where possible.
  • Challenge stakeholders when needed to resolve complex cases and unblock execution.
  • Ensure adherence to regulatory requirements and preparation for Audit reviews.
  • Escalate significant risk issues to governance committees or senior management as appropriate.
  • Perform other responsibilities as assigned; ensure SLAs are defined and shared with OCM CoE and Client Management.
  • Share and replicate best practices with other OCM CoE teams.
  • Promote improved cross-functional collaboration across coverage, product and partners.

    • Client Management

  • Demonstrate strong knowledge of client needs for the assigned portfolio.
  • Perform orchestration across processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support) for the portfolio supported.

    • People & Talent

  • Ensure staff are adequately trained to support both existing and new requirements.
  • Provide / secure / enable access to relevant role-specific and general training to the team.
  • Manage talent and hiring to maintain a high-performance team; develop individuals within the team using performance management and staff development.
  • Conduct regular 1-1s to review KPIs and provide ongoing feedback.
  • Collaborate with team members to plan and complete training for required competencies.
  • Enable the team to function optimally, providing guidance and coaching; encourage cross-training and mentorship.
  • Manage attrition at acceptable levels and minimize key person risk; develop succession plans for critical resources.

    • Risk Management

  • Prepare for audits; maintain awareness of policy and regulatory changes; implement changes as needed.
  • Proactively manage risks and establish / monitor controls to improve the risk management framework.
  • Ensure risk matters are reported to the appropriate governance structures.
  • Support effective management of operational risks and compliance with internal policies and external regulations.

    • Governance

  • Effectively manage OCM CoE teams to support country Client Management and the business.
  • Maintain CST scores within thresholds, monitor rework, and conduct monthly rework forums with corrective actions.
  • Maintain productivity / performance MIS and ensure timely reporting / escalation of significant risk issues.
  • Ensure proper frameworks exist to keep the team within the Group’s risk appetite and manage relevant risks with stakeholders.
  • Lead adherence to regulatory requirements and audit readiness; supervise as required.
  • Oversee monthly SRM meetings between country Client Management and OCM CoE; manage remediations to achieve best-in-class standards over time.
  • Use metrics and service standards to drive decisions and improve operational service excellence.

    • Regulatory & Business Conduct

  • Display exemplary conduct and uphold the Group’s Values and Code of Conduct; comply with all applicable laws and regulations.
  • Identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Lead the OCM CoE Team to achieve outcomes in the Bank’s Conduct Principles.
  • (Insert local regulator responsibilities and rationale for allocation).

    • Key Stakeholders

    Internal stakeholders include Country Client Management Head, Client Management teams, GBS Hub teams, Account Opening Teams, Front Office RMs, Product Partners, Process Owners, Conduct & Control, Legal, Credit & Risk teams, Operational Risk, CFCC.

    Other Responsibilities

    Embed Group values in the Client Management Team; perform other responsibilities under Group, Country, Business or Functional policies; multiple functions (double hats); responsibilities may include :

  • Build trust and provide strong account management support to country Client Management, including loan drawdowns and resolution of client complaints and escalations.
  • Ensure CDD policies and procedures are understood and complied with; provide input on policy / projects as required.
  • Ensure applicable CDD standards are adhered to and policy / process gaps are resolved with stakeholders.
  • Ensure staff are trained on policies and procedures; grant access only to staff accredited for CDD activities.
  • Coordinate with Legal & Compliance, Credit on standard documentation requirements.
  • Minimise document deficiencies and rectify in a timely manner.
  • Adhere to policies, escalation and compliance requirements and internal controls.
  • Manage portfolio flow maintenance activities and attend ASTAR Review meetings as appropriate.

    • Qualifications

  • Ability / experience managing individuals or teams; ability to build relationships with diverse stakeholders and deliver exceptional client service while balancing operational management.
  • Ability to influence stakeholders to secure resources and buy-in for targets.
  • Ability to derive insights from MIS and performance data; strong drive to deliver; ability to engage with stakeholders.
  • Understanding of client needs and ability to articulate and align team to them.
  • Knowledge of relevant processes; sound knowledge of local regulations (CDD, credit and lending, risk).
  • Superior written and verbal English; Risk & AML certified as per policy.

    • About Standard Chartered

    We are an international bank with a purpose-driven culture focused on ethics and client service. Our purpose is to drive commerce and prosperity through diversity and inclusion. If you’re looking for a career with purpose, we want to hear from you.

    Our purpose and values are demonstrated in our behaviours. We celebrate diversity and advocate inclusion. We work together to build for the long term.

    We live by these commitments : Do the right thing , Never settle , Are better together .

    What we offer

  • Competitive salary and benefits to support wellbeing.
  • Core retirement savings, medical and life insurance; flexible benefits.
  • Trust-based leave policies and minimum allowances (annual leave, parental / maternity, sabbatical, volunteering).
  • Flexible working options based on location.
  • Wellbeing resources and learning opportunities .
  • Being part of an inclusive, values-driven organization .

    • Recruitment Assessments

    Some roles may require assessments as part of the recruitment process. If invited, this indicates progression to a later stage. Visit our careers website :

    #J-18808-Ljbffr

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