Service Management Office Business Partner

Standard Chartered BankKuala Lumpur, Kuala Lumpur, Malaysia

1 hari lalu

Penerangan pekerjaan

JOB SUMMARY

The Service Management Office (SMO) Business Partner plays a critical role in ensuring the Bank’s Service Catalogue are updated and it reflect the Bank’s actual business as usual (“BAU”). This role serves as a bridge between the SMO and various business units and functions, fostering strong relationships and execute the service management processes effectively and efficiently to meet business and regulatory needs.

Responsibilities

Strategy

Collaborate with business and function leaders to align service strategies with business objectives. Participate and understand the strategic planning and contribute to the development of the business roadmaps. Identify opportunities for enhancing service delivery processes. Implement best practices and continuous improvement initiatives to optimize service management.

Business

Execute service management processes, i.e. updates to taxonomy and descriptors, mapping BFSL6 to service catalogue, coordinating approvals, publish changes

Establish data quality standards

Ensure & maintain integration from Golden Sources to Service Catalogue

Ensure a complete view of services and that it can be linked to products, legal entities etc

Define and maintain mapping rules between Golden sources to Service Catalogue, ensure mapping accuracy and data quality

Execute exception mapping process between operational assets and services where the sustainable mapping rules cannot be applied

Ensure all services are costed

Ensure changes to BSFL6 finance codes are mapped to Service Catalogue

Flag irregularities in service costing

Processes

Produce regular reports on service performance, highlighting key metrics and areas for improvement. Provide insights and recommendations to senior management.

Define, implement, and enforce Service Standards and Controls

Ensure that standards and controls stay compliant with internal and regulatory requirements

Define SLA / KPIs frameworks and standards

Ensure changes to SLA / KPIs meet standards

Support GCD with any material transactions and BAU restructuring by providing validated service data from the service catalogue

Define services in scope and extract service data leveraging the service catalogue to support feasibility assessments and TSA drafting requirements from GCD / RRP

Track and report TSA performance against agreed SLAs to the agreed forum

Escalate any TSA service performance disputes for remediation through the appropriate forums

People & Talent

Ongoing updates to training material, standards, frameworks and deliver training for Ecosystem Partners for SMO related capabilities

Risk Management

Assess and manage risks associated with service management processes delivery. Develop and implement mitigation strategies to ensure business continuity.

Governance

Support the implementation of services change within Business and Functions and facilitate communication and training for relevant stakeholders as needed.

Ensure the maintenance of Business and Function services record comply with relevant regulations, standards, and policies. Maintain documentation and support audits as required.

Chair the service governance forums, facilitate the discussion set agenda, and drive actions

Monitor financial and non-financial risks and escalate issues to the relevant forums

Conduct periodic review of service performance, costs, and underlying operational assets

Coordinate, manage, and escalate any service-related disputes for remediation

Provide evidence to support service disputes

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. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

Lead T&O Resilience to achieve the outcomes set out in the Bank’s Conduct Principles : (Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.)

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

Key Stakeholders

Head, Group Resilience

Programme Director, Phoenix

All Business and Function Head and Service Owners

Head, Group Corporate Development

Other Responsibilities

Embed Here for good and Group’s brand and values in Group Resilience; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Qualifications

Bachelor degree from a reputable university

Minimum of 10+ years experience in banking field, with proven track record in project / initiative implementation, business analyst skills and generally getting things done with the flexibility to adapt

Knowledge of Banks policies and procedures relating to change management and key risk areas / risk types such as data quality would be an added advantage

Good stakeholder management and collaboration skills geographies and lines of business

Highly disciplined and structured with an outcome oriented and logical mindset and approach

Able to work independently and also as part of a team

Strong analytical skills, interpersonal and communication skills

Able to handle multi-tasks, manage time effectively and perform under pressure and able to work at flexible hours

Role Specific Technical Competencies

Process Modeling

Reporting and analytics

Automation

Risk and compliance management

ITSM Software

Action Oriented

Customer Focus

Gives Clarity & Guidance

Manages Ambiguity

Develops Talent

Drives Vision & Purpose

Nimble Learning

Decision Quality

Courage

Strategic Mindset

Technical Competencies : This is a generic competency to evaluate candidate on role-specific technical skills and requirements

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 :

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

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

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.

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website

Unlock job insights

Salary match Number of applicants Skills match

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Follow Standard Chartered Global Business Services on

Be careful This job ad has not been subjected to our hirer verification process. Proceed cautiously and do your own checks before providing any personal information. Learn how to protect yourself Report this job ad Your email address Reason for reporting job Additional comments To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.

#J-18808-Ljbffr

Buat amaran kerja untuk carian ini

Service Management • Kuala Lumpur, Kuala Lumpur, Malaysia